FAQ

Have a question about your order?
Please email to this address with any questions or concerns! luna.askme@gmail.com
 

  • Who is Luna's Observatory?

Hello there! My name is Luna and I am a graphic designer from California. I love all things gaming, celestial, pastel, comic book related, and music with feelings. 
I tend to get my inspirations from video games, books, anime, and movies!

Thank you so much for checking out my store and supporting me. Feel free to follow my Instagram for updates ☾

 

  • What is this store's return and exchange policy?

     

    Unfortunately our products do not have a refund, however if the item has arrived damaged (this does not include defect smaller than 1mm), I will do my best to accommodate you. Please don't hesitate to contact me @ luna.askme@gmail.com with pictures and a small description of the damage and I will get back to you as soon as possible!

     

  • What is the grading scale?

     

    Pin Quality Policy 

    Standard Grade: Free of major defects but *may* exhibit minor imperfections such as: 
    - Tiny stray glitter specs 
    - Superficial tiny bubble in enamel or epoxy coating, 
    - Imperfections in the metal on the sides or back of the pin 
    - Superficial scratches on metal and enamel 
    - Superficial paint drops or spreading into other enamel

    Standard orders may be filled as collector's grade, but are not guaranteed as such.

    B-Grade: Minor to major defects of the types noted above, including the following: 
    - Peeling enamel 
    - Missing enamel
    - Wrong color enamel
    - Heavy scratching on enamel or metal plating
    - Tarnish of metal plating

 

  • ITA BAGS 

(Please keep in mind these are only suggestions and you are responsible for your products)

     Is your zipper getting stuck?

    • Grab a non scented soap rub it over the teeth of the zipper and gently tug to make it give. 
    • If that doesn't work, move to a water based lubricant and gently rub on teeth of zipper.

    Is your bag getting dirty?

    • Wet a microfiber cloth with cool or warm water
      (Do not use hot water as it can warp the faux leather)
    • Squeeze out excess water until the cloth is damp
    • Wipe or lightly scrub the stain and let dry

     

    •  

     

    WE ARE NOT RESPONSIBLE FOR YOUR COUNTRIES CUSTOMS FEE. Please do not message me asking to pay, it is not my responsibility. If you do not pay the fee and your products are returned back to me, you will have to repay for shipping to have it sent out again or you can ask for your money back.

    • Can I combine my orders?

       

      Yes! Email me your order number of both orders you want to combine and I will refund you shipping on one of them! (:

       

    • Do you accept cancellations?

       

      You are welcome to cancel your order within 48 hours of purchase. However if your item has already been shipped, it is not possible to cancel.

       

    • Do you accept orders placed outside of the US?

       

      We currently only accept orders from the USA and Canada on Shopify. We will be updating our Etsy periodically for people outside of the USA and Canada!

       

    • My package has been lost or stolen, what can you do?

       

      USA: In the event that your package is lost please wait 1-2 days before you email me and explain what has happened. If your package has not be delivered, unfortunately I there is not much I can do since it is out of my hands. BUT, I will work with you depending on your order so please feel free to do so!

      International: In the event that your package has not been delivered through non tracked please allow 1-2 months after package has been shipped. If your package has not arrived please contact me. If you purchased TRACKED/INSURED shipping and your package has not arrived after 1-2 months, please contact me as well.

     

    • My order has not shipped yet?

       

      Is your pin a pre-order? If so, then on the pin listing you bought it should say an ETA of when it should arrive. 
      Did you order two things and one of them be in stock and the other a pre-order? If so, you need to specify in the notes section you want the IN STOCK item to be shipped. 
      Did you make sure you checked out correctly? If so, then email me your order number and I will do my very best to find out what the problem is!

       

    • How long will it take to receive my order?

       

      Once shipped most domestic orders take anywhere from 5 to 14 business days to arrive depending on the efficiency of your local postal service. International can take from 5 days to 6 weeks. Please be patient with International orders.