While our team is not experiencing delays during order processing regrettably our packages are seeing a slight delay in transit times. For more details on how the COVID-19 delays might be impacting your order feel free to visit USPS Service Information page.
CAN I CHANGE MY SIZE OR CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
Please contact us as soon as possible! Our team works very swiftly to ensure your order is packed and shipped out to you as soon as possible, so we cannot guarantee your required changes will be applied.Nevertheless, we will do our very best to try and accommodate your request. Kindly note that we can cannot swap items to a different style.
I ACCIDENTALLY ENTERED THE INCORRECT SHIPPING ADDRESS – CAN YOU CHANGE IT FOR ME?
We do our best to process and ship orders as soon as possible, so while we would love to– regrettably we cannot always honor these changes or cancelations.
Requests for address changes or order cancelations should be submitted within 3 hours from the time the order was placed. Please send your request to medialuna.storepr@gmail.com and be sure to include your order number and the keywords “order change” in the subject line.
For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.
I FORGOT TO ENTER MY STORE CREDIT CODE! CAN YOU APPLY IT FOR ME?
Once your order has been processed, we unfortunately cannot apply your store credit or refund you a partial amount. Please ensure that your code has been successfully applied at the checkout prior to placing your order by entering into the discount code field at checkout and clicking apply.
WHAT CURRENCY ARE YOUR PRICES IN?
All of our prices on our website are listed in American dollars (USD).
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, PayPal and Ath Móvil as valid payment methods on our website. We do not offer AMEX at this time – apologies for any inconvenience.
WHEN DO YOU RESTOCK YOUR ITEMS?
We try our best to restock your favorite items, but it depends on the demand of the product and the supplier.
DO YOU OFFER PRE-ORDER?
Unfortunately at this moment we do not offer pre-order on our products.
WHAT SIZING ARE YOUR ITEMS IN?
All of our products are listed in US Sizing. Please see our sizing chart here if you require a sizing conversion. If you are still unsure about your size, please be sure to email our customer care team – we will do our best to ensure you find your perfect fit!
ARE YOUR GARMENTS TRUE TO SIZE?
Please note that as we stock a variety of clothes from different suppliers, our garments will not be exact to our size guide. Sizing may also depend on style, material and fit.
Most of our products have the approximate measurements listed in the description to help you decide which size to go for.
CAN I RETURN DISCOUNTED/SALE ITEMS?
No, sale items are not eligible for return! Our return policy only applies to regular priced items. For information on our return policy please see our Returns Page
WHY IS THE DISCOUNT NOT APPLYING TO MY ORDER?
We’re sorry to hear the discount code did not work on your first attempt to use it. Be sure to verify if the items in your cart qualify for the discount code you are trying to use. Remember that discount codes do not apply to items on sale. At checkout enter your discount code in the box that says “gift card or discount code”, then apply.
If for some reason you are still experiencing difficulty with your code please feel free to get in touch with our Customer Experience team at medialuna.storepr@gmail.com. We are always happy to help.
WILL I BE ABLE TO PURCHASE ANOTHER SIZE AT THE SAME DISCOUNTED PRICE IF MY ITEM DOESN'T FIT?
While we are not able to guarantee the size you are after will be available, we are happy to offer the purchase of the same item in another size at the original sale price.
HOW DO I CONTACT YOU?
You can contact us by filling out a form on our “contact us” page here, or please feel free to email us at medialuna.storepr@gmail.com
We are also available on live chat Monday to Friday from 9AM – 5PM if you require an immediate response!
WHY HAVEN’T I RECEIVED A RESPONSE FROM YOU?
Our business hours are Monday to Friday 9AM-5PM and we unfortunately do not operate on weekends and public holidays. We endeavour to reply to all emails within 48 hours and apologise for any delayed responses out of this timeframe.
Please kindly note that if follow up emails are sent before receiving our response, this will unfortunately push your request to the back of our queue.
WHERE ARE YOU LOCATED?
Our Media Luna Store is located in Sabana Grande, Puerto Rico.
DO YOU HAVE ANY STOREFRONTS WHERE I CAN TRY ON CLOTHES?
We are exclusively an online store and do not have any physical storefronts at this stage. Please contact us if you have any sizing or styling queries!
WHEN WILL MY ORDER SHIP?
We try to ensure we can ship all orders within our usual 24 hours window. However, with higher volumes minor delays should be expected.
