FAQ

 

GENERAL

How can I make a gift-order for someone?

Please make sure you indicate that this is a gift in the comments while making your order. Make sure you are filling in the right delivery address.

  

Is it possible to receive information via email with the latest items and offers?

Yes, you have to subscribe to Lunar Artefacts newsletter by filling in the form at the bottom of the home page.

 

How can I make sure my purchase is made correctly?

Once an order is placed, you will receive a confirmation email. If you do not receive an email or receive an email with incorrect information, for example, address or item, please contact Customer Support.

 

How can I find out the status of my order?

Once an order is placed, you will receive a confirmation email. Dispatch time is usually around 24/48h. Once the order is shipped, you will be received shipment confirmation with tracking details of your order.

 

What should I do if I received a damaged box?

If the box is heavily damaged, please try not to accept it from courier services. If you’ve already accepted it or if it was already delivered, please take photos of the box, then open it. Please inspect your order, and if there are damaged or defective items, take photos once again. If after review and testing of your items, you still have quality or damage related concerns, please contact our Customer Support describing the issue and attaching the photos.

 

What if ordered items are defective or damaged?

Please contact our Customer Support at info@lunarartefacts.com describing your concerns.

 

Is my personal information confidential?

Yes. All the information you share with us is private and confidential within Lunar Artefacts and used to draw up, fulfil and carry out purchases, attend requests and provide you with information about the products. You can find out more by reading our Privacy Policy.

 

Do I have to register to make an online purchase?

No, you can make a purchase without registration. You will be required to fill in the information, which is only related to your order.

 

Can I place my order over the phone?

No, you will have to place the order and make the payment online.

 

PAYMENT

What payment methods can I use to make a purchase?

We offer the following methods of payment: AMEX, ApplePay, GooglePay, Maestro Card, Master Card, Paypal, ShopPay, Visa.

 

Why was my payment method declined?

It can be declined for one of the following reasons:

  • You may have entered incorrect information.
  • The card maybe be expired.
  • You may have reached the card limit.
  • Payment method or card is not supported.

If you are sure that everything was done correctly and your payment method is still being declined, please contact Customer Support.

 

DELIVERY

Where can I receive my order?

You can receive it at a private address (home or office), but never at a post office box.

 

How can I change the delivery address for my order?

Please contact our Customer Support.

 

How long will my order take to arrive?

  • United Kingdom – up to 3 days, depending on the delivery method.
  • Europe - from 3 to 14 days, depending on the country.
  • USA - from 7 to 14 days, depending on the location.
  • Asia - from 10 to 14 days, depending on the country.
  • Rest of the world – from 10 to 20 days depending on the country.

Orders made before 13.00 (time zone London GMT/BSM) are most likely to be dispatched on the same day. Orders are processed from Monday to Friday during standard business hours (time zone London GMT/BSM), except national holidays when the distribution centre is closed. Please allow a couple of days if your order is made on Friday evening or weekend.

 

I am waiting for my order to be delivered longer than indicated in the shipment confirmation, what should I do?

Please allow if a few days, there might be delays with your order. We would recommend contacting courier services first to find out the reason for this delay. If this requires our assistance, please contact Customer Support.

 

How much are the shipping fees?

You will find out the final shipping fees after filling in the delivery address form while making an order. Alternatively, please contact Customer Support.

 

What should I do, if I cannot find my country in the delivery section while making an order?

We ship globally, with minor exceptions. Please contact Customer Support if you would like to inquire about delivery to a specific country.

 

What is the process for delivery?

We will send you a confirmation email when your order is going to leave a distribution centre with the tracking number and a link to the courier’s website.

  

RETURNS & EXCHANGES

I would like to make a return. What should I do?

Please see our Return Policy first and then contact Customer Support.

 

Can I exchange my items?

You can exchange items for a different colour. Restocking fees of £25 will apply. Please see the full information in the Return Policy.

 

How many days do I have to make a return or exchange?

The deadline for all returns is 30 calendar days.

 

Do I have to pay for return or exchange shipping?

Yes, every customer is responsible for return and/or exchange shipping. See our Return Policy for more information.

 

When will I receive a refund for my return?

After the return is approved, you will receive a confirmation email indicating the amount which will be reimbursed to the original payment methods within 14 business days.

 

When will I receive the order which I exchanged?

After the exchange is approved and unwanted items are received at the return centre, you will receive a confirmation email with tracking details for your new item.

 

Do you return shipping fees for an exchange or a refund if all items are in order?

Lunar Artefacts will reimburse the shipping fees in form-of store credit, only if customer received items which were damaged or defective.

 

DISCOUNTS

How can I use a discount code?

Discount codes are entered just before completing the payment and finalising the order.

 

Can I exchange or refund an item with a discount?

Refunds and exchange policy apply to all items, even promotion ones. Please refer to Refunds Policy for more information.

 

CUSTOMER SUPPORT

How can I contact Customer Support?

You can contact us with any questions through the following channels:

 

How can I file a complaint?

First, contact our Customer Support so we can assist you and try to resolve your grievance.

 

How can I suggest improvements?

You can send your suggestions by filling in the contact form. We would be happy to receive your comments!

 

Who should I contact about PR, Collaborations or reseller opportunities?

Please contact our Customer Support, and our team will forward your email to the relevant department.

 

TECHNICAL

Can I use Pointer Instrument with my Mac? What about Windows?

Pointer Instrument is compatible with both Mac and PC. You can connect it via dongle, cable or Bluetooth.

 

What is the current battery life of the Pointer Instrument?

The current Battery life is between 2-4 weeks based on the usage. Charging time depends on what charger you will use (cable or wireless), but approximately between 2 or 3 hours.

 

How to connect the Pointer Instrument to a Mac via Bluetooth?

Please follow these steps:

  • Flick the power switch to On mode on your mouse.
  • Press and hold the connect button for 3 seconds and release, LED light should be flashing now. Please make sure you are not clicking any buttons on the leather top while you are pairing it with your Mac.
  • Open System Preferences and click on the Bluetooth, turning it on too.
  • When “LUNAR MOUSE” appears on the list, click Connect to finish the pairing process.
  • Once pairing is successful, LED should stop flashing.

 

How to connect the Pointer Instrument to my Windows via Bluetooth?

Please follow these steps:

  • Flick the power switch to On mode on your mouse.
  • Press and hold the connect button for 3 seconds and release, LED light should be flashing now. Please make sure you are not clicking any buttons on the leather top while you are pairing it with your PC.
  • Go to Settings, open Devices, then click on Bluetooth & other devices.
  • Add “LUNAR MOUSE” when it appears on the list, click Pair to finish the pairing process.
  • Once pairing is successful, LED should stop flashing.

 

What if I cannot connect the Pointer Instrument to my computer via Bluetooth?

Please update your Pointer Instrument with the latest firmware. If you still cannot connect it via Bluetooth after installing the update, please contact Customer Support.

 

The USB cable doesn’t fit the Pointer Instrument port, what should I do?

If you feel that USB is too tight to plug-in, then we would recommend plugging it in with a bit of force. Most of the time, by forcing in the USB cable for the first time, the port does get looser after repeated use.

 

The clicking of the Pointer Instrument feels too dull/too loose, what should I do?

Our design makes it possible to make clicks smoother or stiffer with a simple screw set (M2.5 x 4mm Grub Screws). We are happy to provide these complimentary when requested via Customer Support.