FAQ Shopstiluna

Frequently Asked Questions — Shopstiluna.com

Title

Last updated: March 2026

1. About Shopstiluna

Title

2. Ordering

Title

3. Shipping

Title

4. Returns & Refunds

Title

5. Payment & Security

Title

6. Products & Sizing

Title

7. Account & Privacy

Title

8. Still Have Questions?

1. About Shopstiluna

What is Shopstiluna?

Shopstiluna is an online fashion and lifestyle store offering a wide selection of clothing, shoes, beauty & health products, pet supplies, and accessories for women, men, and kids. We curate trending styles and top brands — including Judy Blue — so you can shop fashion, beauty, designer pieces, and more all in one place.

Where is Shopstiluna located?

Our business is based in Miami Beach, FL. All U.S. orders are fulfilled and shipped from our warehouse in City of Industry, California.

How can I contact customer support?

You can reach us by email at support@shopstiluna.com or by phone at +1 (512) 540-5018.

Our customer service hours are:

- Monday–Friday: 9:00 AM – 5:00 PM EST

- Saturday–Sunday: 10:00 AM – 4:00 PM EST

Emails sent on business days are answered within 24 hours. Weekend inquiries are answered the following Monday.

2. Ordering

How do I place an order?

Simply browse our store at shopstiluna.com, add items to your cart, and proceed to checkout. You'll receive an order confirmation email as soon as your purchase is complete.

Can I modify or cancel my order after placing it?

We process orders quickly, so changes are not always possible. If you need to modify or cancel an order, contact us at support@shopstiluna.com as soon as possible. Once an order has been dispatched, we are unable to make changes.

What is your order cut-off time?

Orders placed before 12:00 AM (midnight EST) are processed the same business day. Orders placed after midnight are processed the following business day.

How long does it take for my order to be processed?

All orders are processed within 0–2 business days (Monday–Friday, excluding U.S. public holidays) after successful payment verification. You will receive a shipping confirmation email with tracking information once your order is dispatched.

I made a mistake in my shipping address — what should I do?

Contact us immediately at support@shopstiluna.com. We will do our best to update the address before your order ships. Once dispatched, we cannot guarantee address changes.

How do I get 10% off my first order?

Sign up for our newsletter at the bottom of our homepage. You'll receive an exclusive discount code to use on your first purchase. No spam — unsubscribe anytime.

3. Shipping

Do you offer free shipping in the US?

Yes! Shipping is always 100% free for all U.S. orders, regardless of order size or value. No minimum purchase required.

How long does delivery take within the United States?

All U.S. orders ship from our warehouse in City of Industry, CA. Estimated delivery times are:

- Express shipping: 2–5 business days in transit

- Standard shipping: 5–10 business days in transit

- Total estimated delivery (including handling): 2–12 business days from order date

Please note that these are estimates. Actual delivery times may vary due to carrier delays or peak seasons.

Which carriers do you use for U.S. shipments?

We ship with trusted carriers including USPS, UPS, FedEx, or equivalent services. The carrier assigned to your order depends on your location and the service available at the time of dispatch.

Will I receive a tracking number?

Yes. Once your order ships, you'll receive a shipping confirmation email with your tracking number and a direct link to track your parcel. Tracking information may take up to 24 hours to update after dispatch.

Do you ship to all 50 U.S. states?

Yes, we ship to all 50 U.S. states. Please note that we currently do not ship to P.O. Boxes, military addresses (APO/FPO), or freight forwarding addresses.

What happens if my order is delayed?

If your order hasn't arrived within the estimated delivery window, we recommend checking your tracking link first. If your order is more than 5 business days beyond the estimated delivery date, contact us at support@shopstiluna.com and we'll investigate with the carrier within 2 business days.

What if my package is lost?

If a shipment is confirmed lost by the carrier, we will arrange a replacement or issue a full refund. Please allow up to 10 business days from the last tracking event before a shipment is officially declared lost.

What if my order arrives damaged?

If your order arrives damaged, contact us within 7 days of delivery at support@shopstiluna.com with your order number, a description of the damage, and clear photos. We will arrange a replacement or refund as appropriate.

Who pays for return shipping?

4. Returns & Refunds

What is your return policy?

We offer a 30-day return window from the date of confirmed delivery. To qualify, items must be unused, in their original condition, with all tags and labels attached, in original packaging, and accompanied by proof of purchase.

How do I start a return?

Returns are managed through our integrated return portal powered by Redo:

1. Log in to your order account at shopstiluna.com

2. Select the order and item(s) you wish to return

3. Follow the on-screen instructions

No separate email or phone call is needed for standard returns.

Do you charge a restocking fee?

No. We never charge restocking fees.

Who pays for return shipping?

It depends on the reason for the return:

- Defective, damaged, or incorrect item: We cover the full cost of return shipping and will provide you with a prepaid return label. You must report the issue within 7 days of delivery with photographic evidence.

- Change of mind / personal preference: You are responsible for the return shipping cost. The applicable fee will be shown during the return process and deducted from your refund.

Who pays for return shipping?

It depends on the reason for the return:

- Change of mind / personal preference: You are responsible for the return shipping cost. The applicable fee will be shown during the return process and deducted from your refund.

Which items cannot be returned?

The following items are non-returnable under any circumstances:

- Underwear and intimate apparel (for hygiene reasons)

- Swimwear from which the hygiene seal has been removed

- Gift cards and digital products

- Items marked as "Final Sale" or "Non-Returnable"

When will I receive my refund?

Once your return is received and inspected, you'll receive an email confirming approval. Approved refunds are issued to your original payment method within 7 business days. Depending on your bank or card issuer, it may take a few additional business days to appear in your account.

Can I exchange an item?

We don't process direct exchanges. The quickest way to get a different item is to return the original through our return portal and place a new order for the item you want. This ensures availability and faster fulfillment.

What if I receive the wrong item?

If you received an incorrect item, please contact us at support@shopstiluna.com within 7 days of delivery with your order number and a photo of what you received. We will cover return shipping and send you the correct item.

5. Payment & Security

What payment methods do you accept?

We accept all major credit cards and other secure payment methods available at checkout. All payments are processed through a 100% secure checkout.

Is my payment information safe?

Yes. We use industry-standard encryption and secure payment processing to protect your information. We do not store your full card details on our servers.

Will I be charged sales tax?

All prices include applicable sales tax. No additional tax will be added at checkout.

6. Products & Sizing

What categories do you carry?

We carry a wide range of products including women's, men's, and kids' fashion, shoes (sneakers, pumps, loafers), beauty & health, pet supplies, and hair jewelry. New styles are added regularly.

Do you carry designer or brand-name items?

Yes. We carry a curated selection of brands, including Judy Blue denim and other trending labels. Check our "Weekly Top 100 Trends" and "New In" collections for the latest arrivals.

Are sale items final sale?

Items marked "Final Sale" or "Non-Returnable" cannot be returned or exchanged. This will be clearly indicated on the product page.

7. Account & Privacy

Do I need an account to shop?

You can browse and purchase without creating an account. However, having an account makes it easier to track orders, manage returns, and access your order history.

How do I reset my password?

On the login page, click "Forgot password?" and enter your email address. You'll receive a link to reset your password within a few minutes.

How do you use my personal information?

Your personal information is used solely to process your order and provide customer support. We do not sell your data to third parties. For full details, please review our Privacy Policy on shopstiluna.com.