We value our clients and we want to hear from before you purchase and after because you are important to us.
Please call us for questions or orders at 914-614-6815 between the hours of 9 am and 5 pm EST, Monday - Friday.
We guarantee all questions will be answered within 12 hours during the week and 24 hours if received on the weekends.
If you have an inquiry regarding Returns/Exchange please send us an email. We promise to respond promptly.
Security
This website is protected with 128-bit Secure.SSL (secure socket layer) encryption, the highest standard in Internet security. Click on our NS Secure for more information. We use Authorize.net to process all credit card transactions. Authorize. net uses the industry-leading technologies and protocols, such as 128-bit Secure Sockets Layer (SSL) and they are compliant with a number of government and industry security initiatives.
Do you carry Plus Size Lingerie?
When will my order ship?
You will receive an email confirmation from mylunakiss.com with your shipping information and confirmation of your order once it is processed. Most orders will take 24-36 hours to process, if an item is out of stock or in high demand it might take a bit longer but we will notify you.
How do I track my order?
We will send you the tracking information.
My order never arrived?
Please contact us if you order did not arrive we will track and get back to you. You can also check with the shipper to confirm that your packages were delivered. If there was no attempt at delivery, please contact us at 914-614-6815.
An item is missing from my shipment.
We carry items from several merchants so depending on you the product selection you could receive several shipments. The shipping information and number of packages will be included in your email confirmation after your order is processed with an estimated time frame of delivery for everything your ordered. Please save the email so you have the tracking information. We can track it for you. You can check with the shipper to confirm that your packages were delivered. If there was no attempt at delivery, please contact us.
My lingerie set or fragrance set is missing items.
Please check your receipt included with your shipment to confirm all items. If the receipt is missing, please check your email confirmation. You can also contact us.
The item I want is on backorder?
Keeping items accurately listed is our top priority, since we deal with multiple brands we make every effort to update our inventory daily. On occasion an item that was available may be on backorder based on demand of that item. When that occurs, please contact us and we can issue you an exchange or credit your card.
When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.
I am trying to place an order and I not able to?
If your billing address does not match your bank's record exactly, your order will not be placed. An authorization/hold will be placed on your credit card every time you attempt to submit an order.
What is an authorization/hold?
An authorization is NOT a charge. It is money held by your bank which guarantee we can collect payment when your order ships.
How can I remove the excess authorization/holds on my credit card?
The duration the hold will stay on your account depends on the bank that issued the authorization. The average duration is 7-10 business days following the initial authorization. The authorization expires after that. Some banks validate authorizations for up to 30 days. We cannot delete or reverse an authorization. However, if you want to reverse the authorization immediately, please provide us with your bank's fax number & full credit card number.
How do I create an account?
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Click the "MY ACCOUNT" link at the top left of our mylunakiss.com site.
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Enter your email address and create a password.
Follow the prompts to complete account setup. Your information is will not be sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
How do I edit my account information?
Click the "MY ACCOUNT" information at the top left our site.
How much is my shipping?
For information on shipping rates, please view our Shipping Policy.
Do you ship outside of the US or to Canada?
Any item you select and add it to your cart will calcuate shipping prior to check out. To show shipping charges before you check out- simply click on view cart at the top right of our site and enter in your zipcode and then select the Shipping option you want. You order is automatically calculated before you checkout.
I forgot my password.
Click the "GO" next to "FORGOT MY PASSWORD" link at the right of mylunakiss.com site. Under the login box you'll see a link that says "Click Here if you've forgotten your password". That link will send an email to you with your password.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. We will do our best to get the correct product to you in a timely manner.
What is your return policy?
Please visit this Return Policy page located at the bottom of every page.
When will my order ship?
Most of our products ship within 2 business days after placing your order. We can't guarantee that every item will be in stock and if it is not in stock after your order was approved we will contact you to verify if you want credit or if you want to select another item. We try our best to update our inventory daily.
When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s). We will process your refund on the first business day after we confirm the order was returned. It takes 4-5 business (this is included in the 7-10 business days) after the credit for the Merchant Bank (Chase Payment Tech) to process the refund and credit your card. We value you as a customer and we take refunds seriously.
When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).
Do you accept Prepaid Cards or Gift Cards?
Yes, if they are Visa, American Express or Mastercard. To process your order we will need for you to contact us at 914-614-6815 between the hours of 9 am and 5 pm EST, Monday - Friday.
Do I have to pay sales tax?
You do not have to pay sales tax if you do not reside in NY. If you live in NY you will be charged tax. Why, because sales tax is applicable to the any online business registered in that state according to NY small business rules.
I have a question on my charges.
Click the "MY ACCOUNT" link at the top middle of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
I need a copy of my receipt/invoice.
Click the "MY ACCOUNT" and follow the prompts or check your email confirmation.
How do I find my product?
To find the product(s) you're looking for:
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Please use the navigation menus on the top
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Left & Bottom of our website or the Site Map
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To search for a particular item, type the keyword into the SEARCH box in the top right column or on
the navigation menu.
If you have any trouble locating a product, please to contact customer service for assistance.
How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the left column and bottom of our website.
You can place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I use a coupon?
After adding items to your cart, at the bottom of the shopping cart you'll see a box where you may enter your coupon code.
How do I contact you?
By click on this link or go to the Contact Us page located at the top of the naviation menu and at the bottom of the webpage.
We truly value our clients? Why do we say clients... because you are more than a customer to us. We value your business but we respect you as a person first. Our mission is treat every person that visits our site with respect, honesty and value. Your time is precious and we value and honor that.
Privacy Policy
Your privacy is important to us. Please view our Privacy Policy for complete details on how we use the information we collect.
Security
This website is protected with 128-bit Secure.SSL (secure socket layer) encryption, the highest standard in Internet security. Click on our NS Secure for more information. Authorize.net is used to process all credit card transactions. Authorize. net uses the industry-leading technologies and protocols, such as 128-bit Secure Sockets Layer (SSL) and they are compliant with a number of government and industry security initiatives. We also use McAfee to protect the site.