Customer Supporter Policy

Lunera Clothing Customer Support Policy

At Lunera Clothing, we believe that great customer service is as important as great clothing. Our customers are the heart of our brand, and we are committed to providing not just high-quality products, but also high-quality support that ensures your shopping experience is seamless, reassuring, and enjoyable.

This Customer Support Policy outlines how we provide assistance, the communication channels we use, the standards you can expect from us, and the promises we make to ensure that every customer feels valued and heard.

1. Our Customer Support Philosophy

Customer support at Lunera Clothing is built on five core principles:

  1. Accessibility – Every customer should be able to reach us easily.

  2. Responsiveness – Queries should be acknowledged and answered quickly.

  3. Transparency – Customers should always know where they stand in any process.

  4. Fairness – Every customer deserves fair treatment, regardless of order size or location.

  5. Empathy – We don’t just solve issues; we listen, understand, and act with care.

We view support as an ongoing relationship, not just a one-time transaction.

2. How to Reach Us

We offer multiple communication channels to make it easy for customers to connect with us:

  • 📧 Email Support: support@luneraclothing.com

  • 📱 WhatsApp: +1 (765) 492-9855

  • 🌐 Contact Form: Available on our website under "Contact Us"

  • 📲 Social Media: Direct messages on Instagram and other platforms (response times may vary)

Our primary support channels are email and WhatsApp, as they allow us to track queries and respond efficiently.

3. Response Times

We aim to respond to all customer inquiries within 24 hours during business days.

  • Email: Usually answered within 12–24 hours.

  • WhatsApp: Often answered within 6–12 hours.

  • Social Media: Within 48 hours (since these platforms are not our primary support tools).

During busy periods such as product launches or holiday sales, response times may extend slightly, but we always strive to keep delays to a minimum.

4. Support Hours

Our customer support team is available:

  • Monday – Friday: 9:00 AM – 6:00 PM (EST)

  • Saturday: 10:00 AM – 3:00 PM (EST)

  • Sunday & Public Holidays: Limited coverage (urgent cases handled first)

5. Types of Support We Provide

We handle a wide range of inquiries, including:

  • Pre-Purchase Assistance: Questions about sizing, fabric, fit, and styling.

  • Order Status Updates: Tracking numbers, estimated delivery times, shipping delays.

  • Returns & Exchanges: Guidance on how to initiate and complete a return.

  • Product Issues: Damaged, defective, or incorrect items.

  • Technical Support: Website navigation issues, payment failures, account access.

  • General Inquiries: Brand information, collaborations, and press inquiries.

6. How We Handle Complaints

We take all complaints seriously. Our complaint handling process follows these steps:

  1. Acknowledgment – Every complaint is acknowledged within 24 hours.

  2. Investigation – We review order history, shipping logs, and product details.

  3. Resolution – We provide a fair solution, which may include refunds, exchanges, or replacements.

  4. Follow-Up – We confirm with the customer that the solution was satisfactory.

Our goal is always to resolve complaints within 5 business days.

7. Escalation Policy

If you are not satisfied with the initial response from our support agent, you may request that your issue be escalated to a Senior Support Specialist or Customer Experience Manager. Escalations receive priority handling and are usually resolved within 48 hours.

8. Language & Accessibility

  • All customer support is provided in English.

  • We are working towards expanding to multilingual support in the future.

  • Our goal is to ensure clear, polite, and respectful communication at all times.

9. Service Standards

When you contact Lunera Clothing customer support, you can expect:

  • Polite and professional communication.

  • Clear explanations without unnecessary jargon.

  • Accurate and honest answers to your questions.

  • Commitment to follow up until your issue is fully resolved.

10. Customer Responsibilities

To help us provide the best support possible, customers are asked to:

  • Provide accurate information (order number, email, shipping details).

  • Use respectful language when communicating with support staff.

  • Follow the instructions provided for returns, exchanges, or troubleshooting.

11. Feedback & Continuous Improvement

We actively encourage customer feedback about our support services. Whether it’s a compliment, suggestion, or criticism, your input helps us improve.

  • Feedback may be collected through follow-up surveys, email requests, or reviews.

  • All feedback is reviewed by management and used to enhance training, policies, and processes.

12. Exclusions

While we strive to help in every situation, our customer support does not cover:

  • Products purchased from third-party resellers.

  • Issues caused by unauthorized modifications to our clothing.

  • Non-Lunera branded items.

13. Commitment to Inclusivity

At Lunera Clothing, we believe fashion is for everyone. Our support policies reflect our commitment to inclusivity and respect. We treat every customer equally regardless of gender, race, age, religion, or background.

14. Our Promise

We promise that every inquiry will be handled with patience, respect, and a genuine desire to help. We view support not as a burden, but as an opportunity to strengthen our bond with you, our community.

15. Contact Us Anytime

📧 Email: support@luneraclothing.com
📱 WhatsApp: +1 (765) 492-9855

Even outside official hours, you may leave us a message and we will respond as soon as possible.

16. Closing Note

Customer support is not just a department at Lunera Clothing — it is an extension of who we are as a brand. We want every customer to know that behind every email, message, or WhatsApp chat, there are real people who care deeply about your experience. Whether you are asking about the fit of our best-selling black pants or seeking help with an international shipment, we are here to ensure you feel valued, respected, and supported every step of the way.