FAQ
Welcome to the LUNEVA FAQ.
Below you will find answers to common questions about our products, orders, shipping, tracking, returns, refunds, payments, privacy, and customer support.
LUNEVA is operated by:
Shanghai Honghetai Technology Co., Ltd.
Brand: LUNEVA
Website: velathique.com
Customer Service Email: service@velathique.com
Telephone: +86 18312876925
Registered Business Address:
Room 109, No. 5, Lane 1688, Shenchang Road
Minhang District, Shanghai, China
If you need further assistance, please contact:
1. What is LUNEVA?
LUNEVA is a home-fragrance and lifestyle brand available through velathique.com.
Our collection focuses on home-scenting and lifestyle products designed to help create comfortable, inviting, and thoughtfully styled living spaces.
2. What types of products does LUNEVA offer?
Our assortment may include:
- home-fragrance products;
- room-scenting products;
- fragrance accessories;
- home-atmosphere products;
- home and lifestyle accessories;
- related household products.
Product availability may change as our collection develops.
For product-specific details, please review the applicable product page before purchase.
3. How do I choose the right fragrance?
Fragrance preference is personal.
We recommend reviewing the scent profile and fragrance notes shown on each applicable product page.
Our collections may include profiles such as:
- Warm & Amber;
- Fresh & Airy;
- Soft & Floral;
- Woody;
- Clean & Refined.
If you need assistance choosing a product, contact:
4. How long does order processing take?
Orders are generally processed within:
1–3 business days
Processing generally begins after:
- your order has been successfully placed;
- payment has been authorized;
- any applicable order verification has been completed.
Processing time is separate from shipping transit time.
Business days generally mean Monday through Friday, excluding applicable public holidays.
5. How long does Standard Shipping take within the United States?
After processing, the estimated Standard Shipping transit time within the United States is:
5–12 business days
The typical estimated total time from order placement to delivery using Standard Shipping is therefore approximately:
6–15 business days
This generally consists of:
- Processing: 1–3 business days
- Standard Shipping Transit: 5–12 business days
Delivery estimates are not guaranteed exact delivery dates.
Actual delivery times may vary because of carrier delays, weather, holidays, transportation disruptions, address issues, unusually high shipping volume, or other circumstances outside our reasonable control.
6. What shipping options does LUNEVA offer?
For eligible U.S. orders, LUNEVA currently offers the following shipping options.
Standard Shipping
For eligible orders with a merchandise subtotal below US$39.00:
US$2.97
Free Shipping
For eligible orders with a merchandise subtotal of US$39.00 or more:
FREE Shipping
Express Shipping
Where available for an eligible U.S. order:
US$6.99
Available shipping methods and final shipping charges will be displayed during checkout before payment.
7. Do you offer free shipping?
Yes.
Eligible U.S. orders with a merchandise subtotal of:
US$39.00 or more
receive:
FREE Shipping
For eligible U.S. orders under US$39.00:
Standard Shipping is US$2.97.
Unless otherwise stated at checkout, the US$39 free-shipping threshold is generally calculated:
after applicable discounts and before taxes.
8. How much is Express Shipping?
Where Express Shipping is available for an eligible U.S. order:
Express Shipping is US$6.99.
Express availability may depend on:
- delivery location;
- product;
- fulfillment location;
- carrier availability;
- package characteristics;
- other logistics conditions.
If an estimated Express Shipping delivery timeframe is available, it will be displayed during checkout.
LUNEVA does not make a separate Express delivery-time guarantee unless a specific timeframe is expressly displayed during checkout.
Orders that qualify for Free Shipping may still select Express Shipping for US$6.99 where that option is available.
9. Where does LUNEVA currently ship?
LUNEVA currently focuses on shipping to eligible addresses within the:
United States
Only destinations supported by our checkout system can be selected.
We do not currently represent that general worldwide shipping is available.
Availability for:
- U.S. territories;
- military addresses;
- P.O. boxes;
- certain remote locations;
may vary depending on the carrier and the options displayed during checkout.
10. How can I track my order?
Once your order has shipped and tracking information becomes available, we may send a shipping confirmation or tracking notification to the email address provided with your order.
This may include:
- tracking number;
- carrier information;
- tracking link;
- shipment status.
Carrier tracking systems may require some time to begin updating after shipment information has been created.
If tracking has not updated for an unusually long period, contact:
and include your order number.
11. Can my order arrive in more than one package?
Yes.
Some orders may be divided into multiple shipments because of:
- inventory location;
- package size;
- fulfillment arrangements;
- shipping restrictions;
- other logistics requirements.
If this occurs:
- separate tracking numbers may be issued;
- packages may arrive on different dates;
- you will not be charged an additional shipping fee solely because LUNEVA chooses to divide the order into multiple packages unless such a charge was clearly disclosed and accepted before purchase.
Please review all available tracking information before reporting an item as missing.
12. Can I change or cancel my order?
If you need to request a change or cancellation, contact us as soon as possible:
Please include your order number.
We will make reasonable efforts to accommodate eligible requests if fulfillment has not yet begun.
Once an order has entered fulfillment or has been transferred to the carrier, cancellation or modification may no longer be possible.
If the order has already shipped, the applicable return procedure may need to be followed after delivery.
13. Can I change my shipping address?
If you notice an address error, contact us as soon as possible:
Please provide:
- your order number;
- original address;
- corrected address.
We will make reasonable efforts to assist before shipment.
However, we cannot guarantee that an address can be changed after fulfillment has begun or after the carrier has received the shipment.
14. What if my package is marked delivered but I cannot find it?
If tracking shows your order as delivered but you cannot locate it, please first:
- check around the delivery location;
- ask household members;
- check with neighbors where appropriate;
- check building reception, mailrooms, or parcel areas where applicable;
- review any delivery photograph or carrier notice;
- contact the carrier where appropriate.
If the package still cannot be located, contact:
We will review the available delivery information and make reasonable efforts to assist.
A confirmed carrier delivery record may be considered when reviewing the claim.
15. What if my package appears to be lost?
If tracking does not show delivery and your package appears to have been lost in transit, contact:
We may request that the applicable carrier or logistics provider investigate.
If the carrier or logistics provider confirms that the shipment was lost during transportation, we will review the order and may provide an appropriate resolution, including:
- replacement;
- reshipment;
- refund.
16. What should I do if my item arrives damaged?
If an item arrives damaged during transportation, please contact:
as soon as reasonably possible.
We recommend reporting visible shipping damage within:
7 days of delivery
where reasonably possible.
Please provide:
- order number;
- description of the damage;
- clear photographs of the item;
- photographs of the outer packaging where applicable;
- photograph of the shipping label where reasonably available.
If we verify that damage occurred during shipping, an appropriate resolution may include:
- replacement;
- reshipment;
- partial refund;
- full refund for the affected item.
Where a physical return is required because of verified shipping damage attributable to LUNEVA, LUNEVA will cover reasonable standard return shipping costs.
Important: The recommended 7-day damage-reporting period does not replace or shorten the general 180-calendar-day return period for otherwise eligible returns.
17. What if I receive the wrong item?
If you receive a product that does not match your order, contact:
Please provide:
- your order number;
- details of the item ordered;
- details of the item received;
- clear photographs where applicable.
If we verify a fulfillment error attributable to LUNEVA, we will provide appropriate instructions.
Where a physical return is required, LUNEVA will cover reasonable standard return shipping costs.
18. What is LUNEVA's return period?
Eligible products may generally be returned within:
180 calendar days from the carrier-confirmed delivery date.
The 180-day period begins when the applicable shipping carrier confirms delivery.
It does not begin on:
- the order date;
- the payment date;
- the shipment date.
Return eligibility remains subject to the conditions and exclusions stated in our Return & Refund Policy.
19. How do I start a return?
Before sending any product back, contact:
Please include:
- full name;
- order number;
- email address used for the order;
- product being returned;
- reason for return;
- photographs or supporting information where relevant.
Do not send merchandise without first receiving applicable return instructions from LUNEVA.
Unless different written instructions are provided for a particular approved return, the authorized return address is:
Shanghai Honghetai Technology Co., Ltd.
Room 109, No. 5, Lane 1688, Shenchang Road
Minhang District, Shanghai, China
Please review our Return & Refund Policy for complete eligibility requirements.
20. Does “180-Day Returns” mean all return shipping is free?
No.
The 180-day return period refers to the period during which eligible return requests may be submitted.
It does not, by itself, mean that all return shipping is free.
Return-shipping responsibility depends on the reason for the return.
21. Who pays for return shipping?
Responsibility depends on the reason for the return.
If LUNEVA is responsible
If we verify that a product:
- arrived damaged;
- was materially defective;
- was incorrect;
- resulted from another fulfillment error attributable to LUNEVA;
LUNEVA will cover reasonable standard return shipping costs where a physical return is required.
Change-of-Mind Returns
If you simply:
- change your mind;
- no longer want the item;
- ordered the wrong option;
- prefer another product;
the customer is generally responsible for return shipping costs.
Original shipping charges are generally non-refundable for ordinary change-of-mind returns unless otherwise required by applicable law.
22. How long does a refund take?
Once LUNEVA receives an eligible returned product, we generally aim to review the return within:
3–5 business days
after receipt.
If the return is approved, we generally initiate the refund to the:
original payment method
within:
3–5 business days after approval.
After LUNEVA issues the refund, your:
- bank;
- card issuer;
- PayPal;
- other payment provider;
may require approximately:
5–10 additional business days
for the funds to appear in your account.
Payment-provider processing times are outside LUNEVA's direct control.
23. Are original shipping charges refundable?
For ordinary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by applicable law.
This includes applicable Express Shipping charges.
For verified:
- fulfillment errors;
- shipping damage;
- defective products;
- incorrect products;
applicable shipping-related charges may be refunded or covered where appropriate.
24. What happens if I used Free Shipping and later return part of my order?
Eligible U.S. orders of US$39.00 or more may receive Free Shipping under our Shipping Policy.
If your order originally qualified for Free Shipping and you later make an approved change-of-mind return, LUNEVA generally will not retroactively charge the original standard shipping fee solely because the value of the merchandise you retain falls below US$39.
However, you remain responsible for applicable change-of-mind return shipping costs unless otherwise required by law or expressly agreed by LUNEVA.
25. What payment methods do you accept?
Available payment methods are displayed during checkout.
Depending on the methods currently enabled, available options may include:
- major credit cards;
- debit cards;
- PayPal;
- Shopify-supported payment methods;
- other payment options displayed during checkout.
Available methods may vary.
Only payment methods actually displayed during checkout should be considered currently available.
26. Is my payment information secure?
Our online store uses Shopify-based ecommerce infrastructure and supported payment providers.
Sensitive payment information is generally processed by the applicable payment processor rather than directly through our ordinary customer-service systems.
LUNEVA generally does not directly store complete credit or debit card numbers.
Do not send full payment-card numbers, PINs, full security codes, or online-banking passwords to our customer-service email.
27. How can I manage my privacy or cookie preferences?
Where available, you may manage certain privacy choices and non-essential cookie preferences through the privacy controls made available on:
velathique.com
Please review our:
- Privacy Policy
- Your Privacy Choices
for additional information.
Privacy controls and available rights may vary depending on your location and applicable law.
28. How can I contact LUNEVA?
LUNEVA Customer Support
Email:
service@velathique.com
Telephone:
+86 18312876925
Website:
velathique.com
We aim to respond to customer inquiries within:
24 business hours
U.S.-Facing Customer Service Hours:
Monday–Friday
9:00 AM–6:00 PM Pacific Time (PT)
Messages received outside these hours will generally be reviewed on the next business day.
29. Who operates LUNEVA?
LUNEVA is operated by:
Shanghai Honghetai Technology Co., Ltd.
Business Representative:
Dai Junjie
Registered Business Address:
Room 109, No. 5, Lane 1688, Shenchang Road
Minhang District, Shanghai, China
Brand: LUNEVA
Website: velathique.com
Email: service@velathique.com
Telephone: +86 18312876925
Last Updated:
September 1, 2026