Frequently asked questions

When do you ship preordered items?

Item will be shipped within a week of the release day. Please check the description of the item on our website for release date information.



Why can't I see my order in my order history?

Sometimes you might check out as a guest and you are not logged into your members page during check out, please make sure you're logged in before checking out. If you got an email confirming your order, don't worry, it's on the way!



My package looks damaged, what should I do?

PLEASE -- If you think something may be wrong with your package: 1) Take pictures before opening, and 2) Open it with a post office representative present, if possible. If the item inside was broken, please file a damage report with your local post office. Once you have signed the applicable document and received a copy, please forward a scan of it to us. We will then be able to file for insurance compensation with Japan Post. If your parcel was shipped with DHL, please contact us as soon as possible with a clear picture showing both the damage and the paper invoice/shipping label. Our shop will contact DHL to file for compensation. Please do not throw away the shipping documents (invoice, shipping label) until the problem is solved.



An item/part of an item in my order arrived missing/broken!

Please contact us within 1 week from the delivery date and include: 1) A detailed explanation of the problem, 2) A clear, close-up photo of the defective part 3) A clear photo of the defective part together with the paper invoice/shipping label. We will get back to you as soon as possible with a solution. Please understand that it may take us a few days to respond to your claim, as we will need to consult with management. We cannot provide resolution to any claims if the photo received does not include the shipping label or the paper invoice.
Please note that we are unable to accept responsibility for damage limited to a product's outer packaging.



I accidentally broke my item. Can you help me get replacement parts?

We are unfortunately unable to provide service for items damaged by customers, nor can we act as a middle-man between customers and manufacturers for replacement parts. Please note that manufacturers cannot provide support for international customers.



My order is taking an extremely long time to arrive. What can I do?

If you feel your order is taking too long to reach you (over 3 weeks for EMS, or 2 months for Air and SAL), please have your parcel's tracking/delivery confirmation number ready and make an inquiry at your local post office about its delivery status. Your parcel may be waiting at the post office undelivered or may be in customs at the port of entry.
EMS/Registered shipments cannot be delivered until a signature is obtained from the recipient. Unregistered shipments, however, can be left outside. Please look for an Undeliverable Shipment notice in your mail box. The notice should tell you where and until when you can pick up your package. If the post office was unable to deliver the package due to some fault of the customer (wrong address/undeliverable package) and was returned to us, we will contact you to arrange reshipment. Please note that all shipping fees related to a returned order require payment by the customer.
Please note that SAL shipments are sent via surface mail once inside their destination country. If you live in a large country (notably the U.S., Canada, Australia, Brazil, Russia and Mexico), SAL packages may take several days/weeks to be transported within their destination country.
If you feel you have waited long enough but your parcel still cannot be located, please contact us first instead of opening PayPal disputes or filing chargebacks with your credit card company. We will do our best to resolve any problems that may arise, but PayPal disputes and chargebacks will slow down our process for a prompt and amicable settlement.



My package was opened by customs. What can I do?

Some countries may require that packages be opened during customs inspections. Unfortunately, there is nothing our store can do to prevent this and we cannot be held responsible for the actions of customs officials. Please be advised that we cannot provide compensation or exchanges for any items lost, seized, or damaged during customs inspections.



My package was returned to you. Can you re-ship?

Yes, we can re-ship your items when they return to our warehouse. We will contact customers once their package returns to our warehouse to arrange reshipment or refund if the items are no longer wanted. If you wish to update your shipping address or shipping method, please reply to the "Returned Order Notice" email with your updated shipping address or shipping method. Packages may be returned to us because they remained unclaimed beyond their retention period, the wrong address was specified, etc. 【Important notes】 Packages may take longer to return to us even if they were initially shipped with EMS, as return shipments are not considered a priority. Items will be re-shipped in the same condition as they were when received at our warehouse. Postage fees for initial delivery are non-refundable. Re-shipment fees would be required to be paid to re-ship your items. In certain cases, orders shipped with SAL parcel or DHL may be charged an additional shipping fee to return the parcel to us.



What are Luna Points?

Luna Points are points rewarded for purchases at LUNA PARK online store. The amount and rate of points earned may differ by item.



How to redeem Luna Points

On website or mobile find the Luna Points icon, it's not available on the shopping cart page, so go to any other page to find the orange icon. Click on 'your rewards' and 'redeem' it will generate a code you can use immediately in the shopping cart or it will be emailed to you and it can be redeemed for a later purchase.



How do I log out of my account on mobile?

Step 1: Click the three bar menu on the top right. Step 2: If you have a profile photo, click on the photo to access the logout button. If you don't have a profile photo, click the area above the home button on the menu to access the logout button.