Shipping policy

SHIPPING POLICY

Last updated: July 30, 2026

1. Shipping Destinations

Bound by Luna ships only to countries and regions available at checkout.

Availability may vary depending on local import laws, customs restrictions, carrier coverage, product classification, and destination eligibility.

We do not currently ship to Mainland China.

We reserve the right to cancel and refund an order if the destination, product, customer information, payment, or shipping arrangement does not meet applicable legal, customs, carrier, or operational requirements.

2. Order Processing

Orders are normally processed within 1 business day after payment confirmation.

Business days are Monday to Friday and exclude public holidays in Hong Kong and Mainland China.

Orders placed during weekends, public holidays, promotional periods, or periods of unusually high demand may require additional processing time.

Processing time is separate from shipping transit time.

3. Estimated Delivery Time

Estimated delivery is normally 6 to 12 business days after dispatch.

Delivery times are estimates and are not guaranteed.

Delays may occur because of:

• Customs inspection or clearance;
• Destination-country import procedures;
• Remote-area delivery;
• Incorrect or incomplete address information;
• Local carrier delays;
• Severe weather;
• Public holidays;
• Peak-season congestion;
• Security screening;
• Force majeure events; or
• Other circumstances outside our reasonable control.

4. Tracking

A tracking number will normally be provided after the order has been dispatched.

Tracking information may require several business days to become active after shipment.

Customers are responsible for monitoring tracking updates and responding promptly to requests from the carrier or customs authorities.

5. Discreet Packaging

Orders are shipped in plain, discreet outer packaging without explicit product images or adult-product wording.

A neutral sender name may be used where permitted.

Customs declarations, commercial documents, and shipping information will accurately describe the shipment as required by law and the carrier.

We will not falsely declare product descriptions, product values, country of origin, or other customs information.

6. Duties and Import Taxes

Where Delivered Duties Paid shipping is available and confirmed for an order, applicable import duties and taxes are included or handled through our shipping arrangement.

DDP availability varies by country, carrier, product, and order.

Customers may remain responsible for additional costs caused by incorrect information, refusal to cooperate with customs, failed delivery, address changes, unusual customs requirements, or charges imposed outside the confirmed shipping arrangement.

If DDP service is unavailable for a destination, we may contact the customer before shipment, offer an alternative arrangement, or cancel and refund the affected order.

7. Address Accuracy

Customers must provide a complete and accurate shipping address, recipient name, telephone number, postal code, and any information required for customs clearance.

We cannot guarantee that an address can be changed after an order has entered processing, fulfillment, customs preparation, or shipment.

Additional costs caused by an incorrect or incomplete address may be charged to the customer.

8. Delivery Attempts, Refused Packages, and Unclaimed Orders

Customers are responsible for accepting delivery and responding to carrier or customs communications.

If a package is refused, unclaimed, undeliverable, returned because of incorrect information, or returned after unsuccessful delivery attempts, the customer may be responsible for return shipping, reshipping, customs, storage, handling, and related charges.

Any refund will be assessed after the package has been returned and inspected.

Original shipping charges and non-recoverable logistics costs may be deducted where permitted by law.

9. Lost or Delayed Packages

If tracking has not updated for an extended period or the package appears lost, contact:

boundbyluna.help@outlook.com

Include your order number and tracking number.

We will contact the carrier and investigate the shipment.

A package is not considered lost solely because it has exceeded the estimated delivery date.

Replacement or refund decisions are made after the carrier investigation and subject to applicable consumer law.

10. Damaged Packages

If a package arrives visibly damaged, photograph the outer packaging, shipping label, internal packaging, and product before discarding anything.

boundbyluna.help@outlook.com

11. Separate Shipments

An order may be divided into more than one package because of product availability, customs requirements, packaging limitations, or carrier arrangements.

Separate packages may arrive on different dates and may have different tracking numbers.

12. Contact

Customer Support Email:
boundbyluna.help@outlook.com

Support Hours:
Monday to Friday, 9:00 AM to 6:00 PM Hong Kong Time, excluding public holidays.