FAQ
1. What payment methods do you offer?
- Hong Kong : Faster Payment System (FPS) , PayMe , ATM transfer, Octopus Card App, AlipayHK, Tap&Go, and credit cards (including fees).
- Macau : MPay, BOC Macau, "Juyiyong " payment code
- Mainland China : Alipay, WeChat Pay
2. Can Hong Kong customers enjoy free shipping on their purchases?
Yes, generally we offer free shipping via SF Express/self-service lockers/JD Express for orders of 3 or more items (excluding designated products).
3. Can I return or exchange this item?
Of course. We accept returns and exchanges for full-price Korean clothing items that are undamaged and unworn within 7 days of purchase .
4. Where can I find coupons / discount codes?
We frequently post deals on our Instagram Story @delunaboutique. Remember to follow us so you don't miss out on any offers.
5. Are your clothes standard sizes?
Our clothing sizes generally follow Korean sizing standards, but we recommend referring to our SIZE info before purchasing (if not listed on the website, you can check with our WhatsApp customer service) to ensure you find the most suitable size.
6. Can I try on clothes in the store?
We currently only offer online services and do not have physical stores for customers to try on clothes. However, we can provide a detailed size guide and a flexible return and exchange policy to ensure your satisfaction with your purchase.
7. Why didn't I receive an email after placing my order?
The order email will be automatically sent by the system after order confirmation. Please ensure that you have entered the correct email address. If you have confirmed that your email address is correct, please check your spam/junk mail folder first. If you still haven't received the email , please contact our customer service.
8. How long does it usually take for the goods to be shipped after I place an order?
If the product is in stock, we will ship it within 3 business days after receiving payment from the customer. If the product is not in stock, it will be shipped approximately 7-21 business days from the date of payment, following the normal ordering process .
9. Can the delivery address be changed before the goods are received?
Yes. Please reply directly to the order email or contact our customer service , and provide a new delivery address.
10. If I change my mind after making payment and want a different item, can I change it?
We apologize, but order items cannot be changed after payment. Normally, we only place orders with the Korean manufacturer after confirming the order, so the style cannot be changed even if the goods have not yet been shipped.
11. Can the color or size of an ordered item be changed before receiving the goods?
Customers are advised to carefully check the goods before confirming the order. Once the order is confirmed, changes to the color and size are not allowed, even if the goods have not yet been shipped.
12. How should I wash clothes?
Our store does not recommend that customers use a washing machine to wash clothes to avoid shrinkage or fading. We suggest hand washing or dry cleaning to keep the clothes in the best condition.
13. I need the goods urgently. Can you ship them immediately after I make payment?
For all in-stock orders, please contact our WhatsApp customer service immediately. We will try our best to arrange same-day shipping, and you can usually receive the goods the day after they are shipped (excluding weekends or holidays).
14. How much is the shipping fee for SF Express (cash on delivery)?
If you purchase less than three items in a single order, the shipping fee will be displayed as free, as the shipping fee is collected directly by the courier company, not by our store.
All goods are shipped from South Korea to the Macau studio , and then shipped from Macau to the order destination. The shipping cost (~1KG) to Hong Kong is approximately HK$35.
Free shipping is not available to areas outside Hong Kong and Macau. Please contact customer service via WhatsApp to inquire about shipping costs to different destinations.
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1. What payment methods do you offer?
Hong Kong: FPS, PayMe, ATM, Octopus APP, AlipayHK, Tap&Go, Credit Card (+3.5%)
Macau: Mpay, BOC, Simple Pay
Mainland: Alipay, WeChat Pay
2. Can I enjoy free delivery service for shopping in Hong Kong?
Yes, as long as your order has three pieces (excluding specified products), we will provide free SF Station or Smart Locker delivery service.
3. Can I return or exchange goods?
Certainly. We accept returns/exchanges as long as the full-priced Korean clothing product is undamaged and not worn within 7 days of purchase.
4. I want coupons/discount codes, where can I find them?
We frequently post promotional information on our social media pages and email newsletters. Please follow us to ensure you don't miss any promotional events.
5. Are your clothing sizes standard?
Our clothing sizes generally follow Korean standards, but we recommend referring to our size chart before purchase (if not on the website, it can be obtained through customer service) to ensure you find the most suitable size.
6. Can I try on clothing in the store?
We currently only provide online services and do not have a physical store for customers to try on. However, we provide a detailed size guide and a flexible return/exchange policy to ensure you are satisfied with the products you buy.
7. Why didn't I receive an email after placing the order?
The email is automatically sent by the system after payment confirmation, please make sure to provide the correct email address. If the customer confirms the email address is correct, please check the spam mailbox first. If you cannot receive the confirmation email, please contact our customer service.
8. How long after placing an order can the goods be shipped?
If the product is in stock, we will ship it within 3 working days after receiving the customer's payment. If the product is not in stock, it will be sent out approximately 7-21 working days after payment according to the normal ordering process.
9. Can I change the delivery address before receiving the goods?
Yes, you can. Please reply directly to the order email, contact our customer service, and provide a new delivery address.
10. If I suddenly change my mind after payment and want another product, can I change it?
We are sorry, but you cannot change the order items after payment. Generally, we order from Korean manufacturers after confirming the order, so even if the goods have not been shipped yet, they cannot be changed.
11. Can I change the color or size of the product I have ordered before receiving the goods?
Please confirm the order carefully after checking the goods. Once the order is confirmed, even if the goods have not been shipped, no changes can be made in terms of color and size.
12. How should I wash the clothes?
We do not recommend customers to wash clothes in a washing machine to avoid shrinkage or discoloration of the clothes. We recommend hand washing or dry cleaning to keep the clothes in the best condition.
13. I'm in a hurry to get the goods, can they be shipped immediately after payment?
For all in-stock orders, you can immediately contact WhatsApp customer service, and we will try our best to arrange the same-day shipment. Generally, you can receive the goods the day after they are shipped (excluding holidays).
14. How much is the freight on delivery?
If you buy less than three pieces in a single purchase, the postage location will be displayed as SF Pay on Delivery --> Free. The freight is not collected by us but directly by SF Express.
All goods are shipped from Korea to our studio in Macau, and then sent from Macau to the order destination. The freight (~1KG) from Macau to Hong Kong SF Station/Smart Cabinet is about $35.
Postage is not included in areas outside of Hong Kong and Macau. You can inquire with customer service about the freight charges to different places.