General
Do you sell genuine beauty products?

Yes, we can assure you that all of our products are authentic and sourced directly from the brand or reliable suppliers located around the world.

We currently support only Kiswahili in addition to English, and you can select it on the login page. Kiswahili is currently available on the PC version only.

You can find currency conversion to your currency on the checkout page after selecting your country.

If you leave your inquiry on our Skin Quiz, our Customer Service representatives will help you with the recommendation.

Beauty brands develop new formulas and occasionally change product packaging to follow market trends. Therefore, a product may change packaging or have a slightly different texture when new formulas or versions are released.

Please refer to the Korean-English translation below and check the dates marked on the product container or outer packaging. Some products may only be marked with manufacture dates, and are expected to expire within one (1) year of opening.

“Expiration Date vs Manufacturing Date”

Do I need to know the full name of an item to search?

No, it is not necessary for you to know the full name of the item. Even when you search it using a keyword, our search engine will locate all items containing the keyword and display the relevant results. The more keywords you enter, the more specific the results will be. Alternatively, you can also browse by brand or category through the links on the left-hand column of the main page.

Search engines are not case sensitive. Capital letters will have no impact on the search results.

Mobile devices using an iOS, Android or Windows operating system are compatible with Lunary Floz.

Lunary Floz is built using web standards that run on Windows, Mac, iOS, Android, or any other device with a supported, up-to-date browser. Lunary Floz supports current and previous major releases of the following browsers: Google Chrome, Apple Safari,  Mozilla Firefox, Internet Explorer 11, and Edge.

A Wishlist is a member-only feature that allows you to bookmark items that you like for later purchase. The wishlist feature is only usable if you are signed in with your Lunary Floz account. While browsing our site, add items to the wishlist by tapping the heart icon on each item.

Our Customer Service section on the website provides helpful tips and product information for you. However, you are welcome to contact our Customer Service representatives by using the Q&A chatbot for further inquiries.  Customer Service is ready to assist you.

How do I create an account?

You can create a new account following the instructions on this page. https://www.lunaryfloz.co.ke/shop/cs_first_visitors.php 

New members will receive 10 Points, which equals $10, a Sitewide 5% OFF coupon, and $1 Deal for trending items.

Lunary Floz Point is store credit that can be used as “money” when shopping on our website. It can be used within six months from the issue date.

Coupons are issued to new customers or current customers when their membership level is upgraded. You choose the coupon in the “Choose a Coupon” field during the checkout process, and our system will automatically deduct the coupon amount from your order total.  

You can check them on My Account>Wallet.

You can check it on My Account. More detailed information regarding the membership level can be found here:

https://www.lunaryfloz.co.ke/shop/reward.php

On My Account>Account Settings page, enter your current password, new password, and confirm password section, then click Save Changes.

You can check it on My Account>Orders.

The account summary displays your latest orders and allows you to check your completed order history by clicking on the order number

The order date and time you see is displayed in Nairobi, Kenya Standard Time. 

My Account>Account Settings>I want to delete my account

How do I place an order?

You can place your order following the instructions on this page.

If the address you input was in those formats, you will not be able to proceed to the final ordering stage. However, please note that the message appears automatically and won’t disappear even after you fill in the address. As long as the address is in the correct format, and you can proceed to the next stage, then there aren’t any issues with your order.

You can simply click the “Use Recent Address” checkbox.

When the order is in the ‘Payment Completed’ stage, you can leave the order cancellation request through our Chatbot>Order>Cancel My Order. 

When the order is in the ‘Preparing’ stage, please leave the request on the Chatbot>Etc>Others, and write your inquiry.  The cancellation request is accepted only when your order hasn’t been packed.

Product cancellation or change is only possible when your order hasn’t been packed. Please leave your inquiry to request the status of your order on our chatbot.

You can track your order on My Account>Orders

Every order is normally shipped out from our warehouse within 72 business hours, and a tracking number is issued accordingly.

As there might be some delays due to customs clearance and local transit, it is difficult to advise the exact time when the package will arrive at the final destination.

You can check the estimated shipping days after selecting the shipping company on the check out page.

The accidental click on the ‘Order Received’ button won’t influence the actual shipping and delivery. You can continue tracking your order using the tracking number that you have received.

What are the available payment methods?

Lunary Floz currently accepts various Mpesa, Visa, and MasterCard as payment methods. During checkout, simply choose PayPal to process your payment. Paypal does not require accounts, so checkout is fast and easy.

All credit card transactions will be charged in USD.

If you pay using your credit card directly on our website, your credit card will be charged upon approval of the total order amount. Prior to approval, your order is in the “Verification” or “On Hold” stage, in which you will not be charged. After approval, your credit card will be charged, and the order will enter the “Processing” stage. 

If you use a third-party payment platform, e.g., PayPal, your credit card may be charged at order placement or after that.

Please refer to this page:

The charged amount can differ from the paid amount due to the exchange rate.

How do I check if the delivery to my country is available?

You can check the country list on CART page.

We source our products from all over the world. All orders are then processed at and shipped from our warehouse in Thika, Kenya.

We do not include the shipping fee in each product’s price. This provides price transparency for customers. Shipping cost is calculated based on weight and differs depending on the shipping method and destination country. You can check the delivery fee after selecting the country and delivery company on the CART page.

Free shipping depends on the country, and also the total amount of the products.

You can check the estimated delivery period after selecting the country and delivery company on the CART page.

Yes, depending on the country.

When the order is shipped, an email regarding the tracking numbers is sent. The email contains both order details and shipment tracking numbers.

Do I need to pay customs tax?

Customers are fully responsible for any customs-related issues, and customers are required to pay charges/fees related to customs.

Customers should contact their local customs office for information concerning banned items in their countries. We are required by law to declare our shipments according to their actual content and value. We don’t accept requests to alter declaration values and/or the content of shipments. If, for any reason, your local customs authorities confiscate any items from your order, we are not responsible for reshipment or refund regarding the confiscated item(s).

As customs are part of customers’ responsibilities, we don’t provide refunds for the tax paid.

Unfortunately, the package can’t be cleared and delivered to you. Please note that a refund or redelivery isn’t possible in this case.

What is your return/exchange policy?

You can find our refund and return policy here: Refund-return

Original payment method (PayPal) -> The refund process will take up to 14 business days.

Refund is not possible in these cases:

1. Tax Payment Refusal 

2. Recipient Unreachable

Where can I leave my inquiry?

You can leave your inquiry on our Q&A chatbot (the red circle that says “Q&A” at the bottom right). Our Customer Service representatives will answer your inquiry as soon as we check it.

** Please be aware that our help@lunaryfloz.co.ke email is only used to send emails, and any inquiries that were sent there can’t be responded to. Thank you for your understanding.

You can check it on My Account>My Question