Frequently Asked Questions

My package is prepaid. Do I need to show any document when collecting it?

Yes. Please show your ID to the delivery associate / pick up station. It can be your Voters Card, Driver’s License, Work ID or your Passport.


Can someone collect my prepaid package on my behalf?

Yes, please ensure your representative has the tracking number and a signed copy of your ID.


My package is cash on delivery. Can someone pick it up on my behalf?

Yes. Please ensure your representative has your tracking number.


If I prepaid for my item, can I still return it?

Yes. We will refund you 100% of the cost of the item plus your shipping fee. To find out more about our return and refund policy, go to


How do I cancel my order?

  • You can cancel your order by ​contacting our Customer Service.

Are all products on Lunomall original and genuine?

Yes, we are committed to offering our customers only 100% genuine and original products. We also take all necessary actions to ensure that any seller found to be selling non-genuine products is immediately delisted from Lunomall.

Please contact us if you think a product listed on our website does not meet these standards.


How do I pay on Lunomall?

You can choose from the different payment methods available on Lunomall. Please find below the list of available payment methods:

  • Pay on Delivery (easy and simple at your doorstep)
  • Credit/Debit Card

You can find the payment methods during the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.


Will I receive all the items in my order at once?

You may receive items in your order separately because they are sold by different sellers and are shipped at different times.


Do I need an account to shop on Lunomall?

Simply register within 1 minute or login with your Facebook account if you do not have an existing account.


How do I place an order?

Shopping on Lunomall is easy! Once you have found the product you want to buy, just follow the steps below:

  • Click on ‘Buy Now’ to add this product to your cart
  • Click on ‘VIEW CART and CHECKOUT’ in the pop up
  • Click on ‘Cart’ in the top right corner
  • Register an account or Login into your existing account by entering your Email and password
  • Enter your shipping/billing information, ensuring your address is complete and accurate
  • Choose your preferred payment option
  • Click on ‘Confirm order’ to complete your order

Once your order is placed, we will either automatically confirm it by notifying you via Email, or we will call you for confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. If you are unsure of whether your order has been confirmed or not, please contact us a few hours after your order placement.


How can I return my product?

Step 1: Log your return request

  1. Option 1: Go to Contact us and complete the form.
  2. Option 2: Call our customer care at 01 888 1100 / 0700 600 0000 or contact us here to create your return.

Step 2: Pack your product

  • All items must be returned in their original packaging
  • Include all tags, accessories or gifts you received

Step 3: Return your product

  1. If you requested a pickup, we will contact you to arrange a pickup time.
  2. If you selected a drop-off station, please drop your package at your selected drop off station following the given instructions (no shipping charges will apply).


Click here to find out more

Are there any hidden costs or charges if I order from Lunomall?

There are no hidden costs or charges when you order from Lunomall. All costs are 100% visible at the end of the checkout process.


How can I track my order?

We will send you regular updates about the status of your order via emails and SMS. Once your order has left our warehouse, you can track its status by entering your tracking number on



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