Here we have compiled a list of frequently asked questions.

● From ordering to delivery

Q: I would like to order a product but I have a question.
A: Please feel free to contact us by clicking "Inquire about this item" at the bottom of each item page.

Q: I looked at the dimensions written in the size chart, but there are some parts I don't understand.
A: Please refer to the size guide for measurement locations.
https://boutique-l-une.stores.jp/news/653f1746df8567195aa0b75a

Q: When I placed my order, I registered the wrong email address.
A: Please contact us via "Contact Us".
https://boutique-l-une.stores.jp/inquiry

Q: Can I change the shipping address after placing an order?
A: Once you have placed an order, we cannot make any changes to the ordered items, customer information, shipping address, etc., even if the items have not yet been shipped. Please carefully check the information you have entered before placing your order.

Q: Can I purchase from overseas?
A: As of November 2023, people living overseas will be able to purchase our products. World Shopping Biz will support overseas customers from purchase to delivery. (When accessing from overseas, automatic navigation will appear, so please follow the instructions.)
*We do not offer a service to ship items purchased in Japan overseas.

Q: How much is the shipping fee?
A: Domestic: Free shipping for orders over 22,000 yen. For orders under 22,000 yen, an additional 1,000 yen shipping fee will be charged.

Q: I have purchased an item, when will it arrive?
A: For domestic customers, please refer to the "Delivery period of services or products" section of the Specified Commercial Transactions Act for details.
https://boutique-l-une.stores.jp/tokushoho
Once the product has been shipped, we will contact you to notify you of the completion of the shipment. Please check the shipping company name, shipping invoice number, and expected delivery date.

For product exchanges and returns, please refer to the "Special Terms and Conditions for Returns" in the Specified Commercial Transactions Act. https://boutique-l-une.stores.jp/tokushoho

Q: I have received the product, but can I exchange it?
A: We do not accept exchanges or returns except for defective products. Please check the product description on each item page before purchasing. If you have any questions, please contact us. Please refer to the size guide to check the measurement positions.
https://boutique-l-une.stores.jp/news/653f1746df8567195aa0b75a

Please note that the color and texture may appear differently depending on your monitor settings. If you would like to see the actual item, please check with the store listed on each item page.
If you find any defects in the product, please contact us via "Inquiries" within 7 days.
https://boutique-l-une.stores.jp/inquiry
If the item is in stock, we will process an exchange, if not, we will process a return and refund.
We apologize for the inconvenience, but please send the item to the specified address with cash on delivery.

Q: It's been more than 7 days since I received the item, but there is a scratch on the button. Can I get an exchange?
A: If more than 7 days have passed, we will repair the item as long as it is in a condition that can be repaired.
For details, please refer to the aftercare section below.

Q: Can I return aroma perfume?
A: We do not accept returns. We will only exchange the bottle if it is damaged during shipping. If the bottle is out of stock, we will return it and issue a refund.

● Aftercare (currently available for domestic customers)
Lune products can also be purchased outside of the EC site.

Q: I would like to have the length shortened. How can I do this?
A: Please contact us by filling out the form below.
https://boutique-l-une.stores.jp/inquiry
① Purchased item information (product number (e.g. Model: LU194-201), color, date of purchase, and the care label on the inside of the garment)
② The parts you would like altered (length, sleeve length, etc.) and the desired delivery date. Depending on the design, alterations may be difficult, so after receiving your request, we will contact you with information on how to make alterations.
③If an item can be altered, we will contact you with a quote and the time it will take to complete the alteration. If you would like to request an alteration, please send it to the specified address. You will be responsible for the shipping costs.
⑥ Once the repairs are completed, we will issue an invoice.
⑦We will ship the product after confirming payment.

Q: Can I request alterations for items I have previously purchased?
A: We will assist you. Please contact us via "Contact Us."
https://boutique-l-une.stores.jp/inquiry

Q: Can I request shortening before receiving the product?
A: After purchase (payment), it is possible to have the item altered before shipping, but we do not recommend it.
We recommend that you decide on the alterations you would like to have made after fitting the item you receive.
If you wish, we will proceed with the alterations after you sign the consent form.

Q: I lost an accessory part (including buttons, etc.). Can you arrange for the same accessory to be replaced?
A: Please contact us via "Inquiries" to let us know the item number you purchased (the number is written inside the product) and the missing accessory.
We will contact you to let you know whether we can arrange it.
https://boutique-l-une.stores.jp/inquiry

Q: Will the pleats on pleated products remain even after washing?
A: Some pleated products are washable and some are not. Please check the washing instructions on each item page. Generally, pleated parts can be washed at 30°C or below (using a mild detergent) and the pleats will not disappear. Pleated products are sensitive to heat, so please avoid ironing them directly.

Q: How should I store pleated products?
A: For blouses and dresses, we recommend a hanger with a gentle slope at the shoulders and a slightly thicker surface. Lune does not sell hangers, but we can introduce hangers to those who wish.

Q: My pleated item has wrinkles. Can I iron it?
A: The pleats are heat-treated, so if you use a high-temperature iron, the pleats will come off. Do not iron directly on the garment. Use steam while watching the condition. Please follow the care instructions on the product label and the quality markings sewn into the garment.

●About pre-order items

Q: Can you tell me more about the pre-order items?
A: This is a service that allows you to reserve items before they arrive.

Q: Some pre-ordered items will not be delivered for several months, so when is payment required?
A: Payment will be made when you place your pre-order.

Q: When will it arrive?
A: Please check the delivery date on the order page for pre-order items. If there is a delay in delivery, we will contact you. If you wish to cancel your order due to a delivery delay, we will process a refund.

Q: Can I set the desired date and time for receiving my pre-ordered items?
A: This cannot be set in the system. Please enter your desired date and time of receipt in the comments section of the options. We will contact you if we are unable to accommodate your request.

Q: Can I cancel a pre-order?
A: We cannot accept cancellations due to customer convenience. Cancellations are only possible if the expected delivery date will be delayed.

Q: I accidentally ordered the wrong color for a pre-order item. Can I change the color?
A: Changes are only possible if the item is in stock and before shipping. In our system, we will ask you to cancel the pre-order and then process your refund.
After that, please go through the pre-order process again for the color you want.

●About Made to Order

Q: How do I apply for Made to Order?
A: Please contact us using the "Inquire about this item" link at the bottom of the item page.

We will discuss with you the expected delivery date and other details. Please check the relevant item page for details on the product.
Once your order is confirmed, you will be asked to sign the order confirmation. Production will begin after payment is complete. Cancellations are not accepted.

●About restock notification

Q: I would like to restock a sold out item. How can I do this?
A: If you click "Restock Notification" on the product page, you will be notified when the item is back in stock. *We do not guarantee that the item will be restocked.

●About gift wrapping

Please check the gift options on each item page.
Generally, we do not provide message cards, but we will include a Lune card. If you would like a message card, please contact us via "Inquiries." We will let you know whether we can accommodate your request.

●About stores that sell our products

Q: Where can I see your products?
A: The stores that carry each item are listed in the product details.
If there is no store listed, you can see it at Lune Atelier.

Q: Can I see the products at Lune Atelier at any time?
A: You can see them at the pop-ups held in the atelier (reservation required). If it is outside of the period, please contact us via "Inquiries". We will contact you to let you know whether it is possible or not. Please note that the atelier is a production space, so there are limited times when we can show customers our products.

Q: How can I find out when the pop-up will be held?
A: We will provide information prior to the event via email newsletter (for members), Instagram, or the online boutique announcement page. https://www.instagram.com/lunetokyo/

●For other inquiries, please see below.

・STORES Online Shop Frequently Asked Questions (Purchasers)
https://faq.stores.jp/

・Inquiries to Lune
https://boutique-l-une.stores.jp/inquiry

Here we will explain how to wear Lune pleated models for a long time.

Lune's pleating is done using 100% polyester fabric, and the pleats are made to retain their shape using heat processing, without the use of chemicals.
The top part is pleated at a low temperature to preserve the soft pleats, and is finished using a technique that eliminates the pleats towards the hem and cuffs.
The skirt parts of skirts and dresses have different types of pleats depending on the design, so please be sure to check the washing instructions sewn into the product.

Here we will provide detailed information on washing and drying methods, how to deal with wrinkles, and how to store your clothes, which have been inquired about by our customers.

About washing:
* Pleated blouses and pleated skirts: We recommend hand washing below 30°C. The pleats will not disappear if you hand wash below 30°C.
●Please use a neutral detergent. Do not use bleach or fabric softener. Avoid soaking for long periods of time.
●Please wash by pressing or shaking to avoid stressing the pleats. (Please avoid hand washing. If there are stains or other hard-to-remove dirt, please consult a dry cleaner.)
Lightly wring out the water by hanging the garment in the direction of the pleats. Then, dry it flat in the shade without spreading the pleats.
Lune's pleated products are often made of thin fabric, so they tend to dry quickly.
Do not tumble dry or use a dry cleaner's steam box. Do not expose to strong hot air for long periods of time.

*A dress that combines a pleated top with a skirt made of a different material. Please have it dry cleaned.
Please follow the washing instructions.

What to do if the pleats become wrinkled:
●If the pleated parts become wrinkled, do not use an iron, but instead use a weak steamer to see how it looks.
If you expose the garment to heat higher than the pleating temperature (approximately 170°C), the pleats will disappear.
Spray the garment with water and hang it on a hanger. Do not spread the pleats, but align them in the direction of the pleats that the fabric remembers.
If wrinkles remain, wash in water below 30°C.

Storage method:
* For blouses and Lune dresses, we recommend using hangers that do not put stress on the shoulders as they have sloping shoulders.
For more information about the hanger, please contact us via the "Contact Us" form. (Please note that we cannot provide detailed information as it is a product of another company.)
If you will not be wearing the garment for a long period of time, we recommend placing a sponge on the shoulder end of the hanger or occasionally changing the position of the hanger to avoid putting stress on the pleated shoulder.
Please avoid storing the garment folded for long periods of time. Creases in the pleats will be very difficult to repair.
Just like knitwear and cut-and-sew tops, the hanger has a slope that puts no stress on the shoulders, and the shoulders are thick and rounded, allowing for beautiful storage.
Please note that items with thin shoulders will put pressure on one point of the pleat, making the pleats more likely to come undone.
*Please use the skirt hanger.
If you notice wrinkles from sitting, hang the skirt on a skirt hanger (without spreading it out) and apply a gentle steam along the pleats to see how it looks.

As mentioned above, by not putting stress on the pleats, you can wear the garment for a long time.
However, as stated on the attention label attached to the product, the pleating is not permanent, so please be aware of this before purchasing.

If you have any other questions, please contact us via "Contact Us".

Thank you for your interest in Lune's pleated items.
I hope you all feel comfortable and dress beautifully.

Thank you for visiting Lune Online Boutique today.
Do you have a favorite product?

This page will guide you through the process from shopping to delivery.

How to order

- Please select the size and color from each item page before purchasing.

Please check the dimensions listed in the product details for size. Please refer to the size guide for measurement positions.
https://boutique-l-une.stores.jp/news/653f1746df8567195aa0b75a

・Please select your payment method (please refer to the "Payment Method and Timing" section of the Specified Commercial Transactions Act).
https://boutique-l-une.stores.jp/tokushoho

・If you have a desired delivery date, please select the date and time. (Delivery times vary depending on your region.)

・Please confirm and agree to the Terms of Use, Privacy Policy, and STORES's private policy before completing your order.
*Once you have placed an order, we cannot make any changes to the ordered items, orderer information, shipping address information, etc., even if the items have not yet been shipped. Please carefully check the information you have entered before placing your order.

・You will receive a confirmation email when your order is confirmed.
*Please note that the completion email cannot be resent or reissued.

About product shipping

・After shipping, the operating company (STORES) will contact you by email with the shipping number. For details, please refer to the "Delivery date of services or products" section of the Specified Commercial Transactions Act.
https://boutique-l-une.stores.jp/tokushoho

Returns and exchanges

・Please refer to the "Special Terms and Conditions for Returns" in the Specified Commercial Transactions Act.
https://boutique-l-une.stores.jp/tokushoho

About alterations

・We will make alterations if you wish.

・Some designs cannot be altered, but we will provide you with a quote and the time it will take to complete the alterations. For more information, please refer to "About Alterations" in the "Frequently Asked Questions" section.
https://boutique-l-une.stores.jp/news/653f1ac235edb70032d6926a

Regarding restocking

・If you would like to be notified when a SOLD OUT item is back in stock, please tap the Restock Notification button.

About Pre-order items

・This is a service that allows you to make a reservation before the product arrives.
For more information, please refer to "About Pre-order items" in the "Frequently Asked Questions" section.
https://boutique-l-une.stores.jp/news/653f1ac235edb70032d6926a

About Made to Order

・We will make the product after receiving an order from the customer.
We will discuss with you the expected delivery date and proceed accordingly.
For more information, please refer to "About Made to Order" in the "Frequently Asked Questions" section.
https://boutique-l-une.stores.jp/news/653f1ac235edb70032d6926a

If you would like to check the product and have it fitted in store

・If there are stores that carry the product, we will post a link to each item page. We cannot confirm stock status, so please contact the store directly.

・If there is no link, the product will only be available at Lune Atelier.
For more information, please refer to the FAQ section, "Can I see the products at the atelier at any time?"
https://boutique-l-une.stores.jp/news/653f1ac235edb70032d6926a

We may issue coupons to members. We plan to send you special information in the future. Please take advantage of this opportunity.
Please see below for registration instructions.
https://faq.stores.jp/hc/ja/articles/360052956732

For other inquiries, please check below.

·FAQ
https://boutique-l-une.stores.jp/news/653f1ac235edb70032d6926a

・STORES Online Shop FAQ (Click on the buyer)
https://faq.stores.jp/

・Inquiries to Lune
https://boutique-l-une.stores.jp/inquiry

Thank you for reading.
I hope you enjoy your shopping.
We will do our best to deliver the perfect piece for you.

MERCI BEAUCOUP !

Domestic customers:
Please refer to the "Timing and Method of Payment of Price (Consideration)" section of the Specified Commercial Transactions Act.
https://boutique-l-une.stores.jp/tokushoho

For domestic customers: Please refer to the "Delivery period of services or products" section of the Specified Commercial Transactions Act.
https://boutique-l-une.stores.jp/tokushoho

Domestic customers:
Please refer to the "Special Terms and Conditions for Returns" in the Specified Commercial Transactions Act.
https://boutique-l-une.stores.jp/tokushoho