FAQ
Lunerr is a home and lifestyle brand operated by HONGKONG YIXINYUAN TECHNOLOGY CO LIMITED.
Find answers about Lunerr products, ordering, delivery, returns, and safe product use.
For additional assistance, email service@lunerr.com.
Product Selection
Are Lunerr products intended to light an entire room?
Many Lunerr products are designed as decorative or ambient lighting rather than primary room lighting.
Review the product description, dimensions, light output, controls, and power information before ordering.
Will the color look exactly like the product image?
We make reasonable efforts to present products accurately, but appearance may vary because of screen settings, room lighting, material finish, manufacturing tolerances, and viewing angle.
Illuminated products can also look different when switched off, switched on, or viewed in a dark room.
Are bulbs included?
Bulb, LED module, adapter, cable, battery, and accessory inclusion varies by product.
Only components specifically identified on the product page or packaging are included.
Can I replace the light source?
Some products use replaceable bulbs, while others contain integrated LED modules.
Do not attempt to open, modify, or replace an integrated electrical component unless the product instructions expressly allow it.
Can the products be used outdoors?
Use a product outdoors only if its product page, rating label, or instructions specifically identify it as suitable for outdoor use.
Products intended for indoor use must be protected from rain, moisture, condensation, and extreme temperatures.
Orders
Can I order without creating an account?
Guest checkout may be available. An account is optional but may make it easier to review order history and saved information.
Can I modify or cancel an order?
Email service@lunerr.com as soon as possible.
We accept requests within 24 hours of purchase, but changes and cancellations cannot be guaranteed after processing begins.
Once an order has shipped, it must follow the applicable return process after delivery.
Why did I not receive an order confirmation?
Check your spam, junk, and promotional folders. Confirm that the email address entered at checkout is correct.
If the message is still missing, contact us with your name, checkout email, and approximate payment time.
Can I use multiple discount codes?
Unless a promotion states otherwise, only one discount code may be applied to each order.
Discounts normally cannot be added after checkout.
Shipping
How long does processing take?
Most orders are processed within 1–3 business days, excluding weekends and public holidays.
Delivery time begins after processing and depends on the destination, carrier, and shipping option.
Why did only one part of my order arrive?
Products or accessories may be dispatched from separate locations. Check your shipping confirmations for additional tracking numbers.
What should I do if the package arrives damaged?
Do not power on a product that appears cracked, wet, burned, loose, or otherwise unsafe.
Contact service@lunerr.com within 7 days and provide photographs of the product, damage, packaging, and shipping label.
Set up and Use
What should I check before using the product?
Before use:
- Read the supplied instructions and warning labels.
- Confirm that the voltage and power specifications are suitable.
- Use only the supplied or specified adapter, cable, bulb, or power source.
- Place the product on a stable, dry surface.
- Inspect the cord, plug, battery compartment, housing, and light source.
- Keep ventilation openings unobstructed.
Can I use another power adapter?
Use only the adapter supplied with the product or one expressly identified as compatible.
An adapter with an incorrect voltage, current, polarity, connector, or certification may damage the product or create a safety risk.
Is it normal for the lamp to become warm?
Some warmth can occur during normal operation.
Stop using and disconnect the product if it becomes excessively hot, smells unusual, flickers unexpectedly, makes unusual sounds, shows discoloration, or produces smoke.
Allow the product to cool before inspection.
Can I leave the light operating overnight?
Follow the product-specific instructions. Unless the product is expressly designed and labeled for continuous or overnight operation, switch it off when unattended or before sleeping.
How should I clean the lamp?
Disconnect the product from power and allow it to cool completely.
Use a soft, dry cloth unless the care instructions state otherwise. Do not immerse electrical components or apply liquid directly to plugs, ports, switches, cables, battery compartments, or light sources.
Can children use the products?
Decorative lamps are not toys unless expressly identified as children’s products.
Keep cords, batteries, small components, fragile materials, and electrical connections away from young children. Adult supervision may be necessary.
Returns and Refunds
What is the return period?
Eligible products may be requested for return within 30 days of delivery.
The product must remain unused, undamaged, complete, and in its original packaging.
What if the product does not operate?
Confirm that the power source, switch, cable, bulb, adapter, or battery is installed correctly according to the instructions.
Do not disassemble the product. If it still does not operate,email service@lunerr.com with your order number and a short video showing the issue.
When will my refund appear?
After an authorized return is received and approved, the refund is issued to the original payment method.
Payment providers generally require 5–10 business days to post the funds.
Customer Care
How quickly will I receive a response?
We aim to reply within 1–2 business days.
Including the order number, product name, photographs, and a clear description helps us review the request efficiently.