Frequently Asked Questions (FAQs)

Welcome to Pepper Luna! We’re here to make your shopping experience simple, comfortable, and enjoyable. Find answers to some of our most frequently asked questions below. If you need further assistance, our team is always happy to help.

1. Orders & Payments

How do I place an order?

Browse our collections, choose your favorite styles, select the appropriate size and color, and add the items to your shopping bag. When you're ready, proceed to checkout and follow the instructions to complete your purchase.

What payment methods do you accept?

We accept the payment methods displayed at checkout, which may include Visa, Mastercard, Maestro, American Express, Apple Pay, and Google Pay. Available options may vary depending on your location and checkout eligibility.

How do I know if my order has been placed successfully?

Once your order has been placed, you should receive an order confirmation email at the email address provided during checkout. If you don't see it, please check your spam or junk folder. If you still need help, contact us at service@pepperluna.com.

Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible at service@pepperluna.com. We cannot guarantee changes or cancellations once an order has entered processing or has shipped.

Why was my payment declined?

A payment may be declined because of incorrect billing information, insufficient available funds, or additional verification requirements from your bank or payment provider. Please double-check your information or try another available payment method. If the issue continues, contact your payment provider for assistance.

2. Shipping & Delivery

Where do you ship?

Please refer to the shipping destinations available at checkout. If your address cannot be entered or your location is not available, contact us and we'll do our best to clarify your options.

How long does shipping take?

Orders generally require 1–3 business days for processing, excluding weekends and applicable holidays.

Our estimated shipping times after dispatch are:

• Standard Shipping: 7–15 business days.

• Expedited Shipping: 3–7 business days.

Delivery estimates are not guaranteed. Actual delivery times may vary depending on the destination, carrier, customs processing where applicable, and other circumstances beyond our control.

How much does shipping cost?

Our current shipping rates are:

• Standard Shipping: $7.50.

• Expedited Shipping: $15.00.

• Free Standard Shipping: On eligible orders over $50 USD.

Available shipping options and the final shipping charge will be displayed at checkout. Please review your order total before completing your purchase.

How can I track my order?

Once your order ships, we will send a shipping confirmation email with tracking information when available. Please allow 24–48 hours for tracking updates to appear after the carrier receives or scans your package.

What should I do if my package is delayed?

If your package is taking longer than expected, check the tracking information for the latest updates. Carrier delays and other unexpected circumstances may affect delivery times. If you need assistance, email us at service@pepperluna.com with your order number.

What if my tracking says “Delivered,” but I haven't received my package?

Please check around your delivery location, with household members, or with your building's mailroom or neighbors, if applicable. You may also contact the shipping carrier for additional information. If you still cannot locate your package, contact us so we can help review the available tracking details.

3. Sizes & Products

How do I choose the right size?

We recommend checking the size chart on each product page before placing your order. Compare the listed bust, waist, and hip measurements with your own measurements to help find the best fit.

If you're between sizes or unsure which size to choose, contact us at service@pepperluna.com before ordering. We'll do our best to help.

Are your items true to size?

Fit may vary depending on the style, fabric, and design of each item. Please use the product-specific size chart and description as your primary guide, rather than relying solely on your usual size.

Will the color look exactly like it does in the photos?

We do our best to display product colors as accurately as possible. However, slight variations may occur due to screen settings, lighting, and device displays.

What if an item I want is out of stock?

Availability can change as items sell out. If a size or color is unavailable, please check the product page again later or contact us to ask whether further availability information is available.

4. Returns & Refunds

What is your return policy?

Eligible items may be returned within 30 days of delivery, subject to our Return & Refund Policy. Items generally need to be unworn, unwashed, in their original condition, and have all original tags attached.

Please contact us before sending a return so our team can provide instructions. Certain items, including items clearly marked Final Sale, gift cards, and applicable hygiene-sensitive products, may not be eligible for return.

How do I start a return?

Email service@pepperluna.com with your order number, the item you wish to return, and your reason for returning it, if you would like to share it. Our customer service team aims to respond within 1–2 business days with further instructions.

Please do not send your return before receiving instructions from our team.

Who pays for return shipping?

For eligible returns due to a change of mind or sizing preference, customers are generally responsible for return shipping costs, unless applicable law requires otherwise. If your item arrives damaged, defective, or incorrect, please contact us so we can help resolve the issue.

How long do refunds take?

After we receive and inspect your returned item, we will notify you whether your refund has been approved. Approved refunds are generally issued to the original payment method.

Please allow 5–10 business days after the refund is processed for the funds to appear in your account. The exact timing depends on your bank or payment provider.

Do you offer exchanges?

We currently do not offer direct exchanges. If you need another size or color, please request a return for your eligible item and place a new order separately, subject to availability.

What if I receive a damaged, defective, or incorrect item?

We're sorry if something isn't right with your order. Please email service@pepperluna.com with your order number, a description of the issue, and clear photos of the item. We'll review the details and work with you on an appropriate resolution.

5. Customer Support

How can I contact Pepper Luna?

You can reach our customer service team using the contact details below:

Email: service@pepperluna.com

When is customer service available?

Our customer service hours are Monday–Friday, 9:00 AM–5:00 PM Central Time, excluding holidays. We aim to respond to inquiries within 1–2 business days.

Where can I find your store policies?

You can find more information through the relevant pages on our website, including our Shipping Policy, Return & Refund Policy, Payment Policy, Privacy Policy, and Terms of Service.

Still have questions? We're happy to help.

Thank you for choosing Pepper Luna. We appreciate your support and hope you find something you love!