Q: Where are my products made?
All of our products are handmade with love in Thailand by female artisans. You can read more about our mission here.
Q: Can I get my jewelry wet?
Yes, Lotus and Luna jewelry can be worn in the water, but keeping your jewelry dry is the best way to protect it from wear and tear. You can read more about caring for our jewelry here.
Any other questions, please contact us here.
Q: Can I apply more than one discount code to my order?
Only one discount code can be applied per order.
Q: Are there discount restrictions?
Yes. All discount codes are disabled while there is a site-wide sale.
Q: Can I apply a discount/sale price to a previous order?
Discount codes and sale promotions can be applied to previous orders made 48 hours prior to the sale or receiving the code.
Q: Where are the items shipped from?
Your items will be shipped out from our headquarters in sunny San Diego!
Q: How long does shipping take?
Please allow 2-3 days for processing and then 3-5 business days to receive your package, they are shipped out USPS First Class unless Priority Shipping is selected.
Q: How can I track my order?
The best way to track your package is to log in to your Lotus and Luna account here and check the status of your orders. Once you place an order, you should receive a confirmation email with tracking as well.
Q: My tracking says delivered but I don't have my package, what do I do?
We're so sorry! Please allow 48 hours from your delivery notification for the package to arrive. If you do not receive it by then please contact us here.
Q: How do I return my order?
You can read more about our return policy here. The customer is responsible for return shipping and it needs to be shipped back to us at:
Lotus and Luna ,1414 Garnet Avenue, San Diego, CA 92115
Q: How long does it take to receive my refund, replacement product, or store credit?
We usually respond to all inquiries within 1-2 business days. Once your item is received back to our warehouse, we immediately issue your refund/ship out your replacement product.
Q: What if my item breaks or gets damaged, do you replace it?
We will replace any items if they are defective or damaged, or shipped incorrectly. If your item breaks within 6 months of purchase, we are happy to send you a replacement once the damaged one is received (:
To initiate a return or exchange, please contact us here.
FACE MASK FAQ
Q: What is my mask made of?
Any solid colored mask you see on the site is made with 100% cotton. The ear loops are made from soft elastic that is upcycled from the production of our pants!
The masks featuring colorful Lotus and Luna Prints are made with 100% rayon. This fabric is upcycled from the production of our apparel (just like our hair accessories) which reduces waste.
Q: How many layers are the masks?
Our printed masks are 2 layers while are cotton masks are a bit thicker.
Q: How do I wash/care for my mask?
We recommend hand washing and hang drying to prolong the lifespan of your mask. If hand washing, be sure to use hot water and dish or laundry soap. We also suggest the following for a longer lifespan:
- Do not tumble dry
- Do not iron
- Do not dry clean
- Do not bleach
- Do not wring
Q: Is my mask CDC compliant?
Lotus and Luna masks comply with the CDC’s recommendations for “cloth face coverings”. They are not N95’s and have not been proven to prevent illness transmission. Learn more here
Q: Do I still have to practice social distancing when wearing my mask?
Lotus and Luna masks do not replace or reduce the necessity to practice social distancing in the fight against COVID-19. Continue to follow the guidelines provided by your local and federal governments.
Q: I am a health care provider or caretaker. Can I wear my mask to work?
As our masks are not certified to prevent the spread of illness, we recommend that you follow the guidelines and face-covering requirements put in place by your employer and place of work. If our masks qualify, yay!
Q: How do the donations work?
For every mask sold, Lotus and Luna will donate a second mask to a medical or essential business professional for personal use. The donation masks are solid white cotton pleated masks as seen on our site.
Q: How do I recommend an organization or facility in need of donations?
Please email email@example.com with any donation requests. We have a running list and are filling requests as quickly as possible. Thank you for contributing to the cause!
Q: When will my mask ship?
We are filling orders as quickly as possible. In an effort to maintain a safe work environment for our warehouse employees, we have limited the number of shipping staff working at once. Although we strive to ship each order the same day it is received, your order may ship within 3-5 business days. You will receive a confirmation email and tracking number once your order has been shipped. We appreciate your patience and understanding during this health crisis.
Q: Do you offer children’s sizes?
Children’s sizes are now available for children ages 2-6. Click here to view.
Q: Does my mask come with a filter?
Our solid-colored wide cotton masks come with a pocket for a filter, however, filters are not included at this time.
Q: Will the masks fit men (are all styles unisex)?
All our masks are unisex and will fit men!
Q: How thick is the elastic around the ears?
The soft elastic is 4mm thick.
Q: Which is the smallest or largest size available for adults?
Adult masks are one size fits all. The pleated styles are adjustable as to how much face area is covered. This optional wearability makes them a better choice for all face sizes, from XS-XL.
Q: Am I able to choose the colors in my order if I purchased a mystery pack?
You cannot choose specific colors in our mystery packs of masks. If you would like specific colors, you will have to purchase them individually.
FULL MOON CLUB FAQ
Q: How much is each monthly subscription and is shipping included?
Our Full Moon Club subscription is $16.95 a month. Shipping is not included.
Q: When will I be charged?
The first installment will be charged and shipped at the time of purchase. After that, your card will be charged and shipped every month on the 5th.
Q: How do I cancel or pause my Full Moon Club subscription?
If you log into your account you will see a Manage Subscription option under your Order History. You will have the option to pause or cancel your subscription here.
If you do not have an account, create one with the email you used to order your Full Moon Club subscription and follow the steps above.
Q: When should I cancel my subscription to not be charged for the next month?
A charge will be placed on your credit card on the 5th of every month. As long as you cancel or pause your subscription before the 5th, you will not be charged.
Q: What is included in each Full Moon Club subscription?
Each month, you'll receive a pre-styled pack of exclusive accessories with a value of up to $50 from Lotus and Luna.
Q: Do discount codes apply to the subscription?
No, unfortunately, discount codes are excluded on monthly subscriptions.
Q: Can I choose what is in my subscription?
Your subscription cannot be personalized. But no worries, our subscription packs are carefully curated by our team to ensure you are looking trendy and stylish every month.
Q: What is the difference between the monthly subscription, 3-month subscription, 6-month subscription and 12-month subscription?
The monthly subscription means we will be charging your account every month.
If you purchase the 3-month subscription, that means we will charge your account for 3 months of subscription and you will receive a 5% discount. The 6-month subscription will save you 10% and the 12-month subscription will save you 15%!
Q: What should I do if I have not received my monthly subscription?
Please submit a ticket if you have any problems or concerns about your subscription!
Q: When does my order ship out every month?
The first installment will be charged and shipped at the time of purchase. Thereafter, each subscription will be charged and shipped on the 5th of every month.
Q: How can I track my subscription?
An email with a tracking number will be sent out to you once your order is shipped.
Q: Do I get charged for the current month and the following month?
If your order falls between the 1st and the 4th of the month, you will not be charged again on the 5th.
For example, if you order the subscription on Jan 31st, you will be receiving the January subscription AND getting charged on February 5th for the February subscription.
If you order on February 1st - 4th, you will only be receiving the February subscription and the next charge on your card will be March 5th.
Please Note: Our system does not automatically create an account upon purchase. You can register for an account here: https://www.lotusandluna.com/account/register