If something is wrong with a decoration item you have received, start by describing what happened. An item that appears damaged, an item that differs from the agreed order and an item you no longer want are different reasons for contacting the team.
This guide follows Lunar Moments’ refund policy, checked on 22 October 2026. It explains the published reporting and request process; the actual item, circumstances and requested outcome still need assessment.
Separate an observed issue from a new preference
The policy asks customers to inspect an order on receipt and contact the team immediately if it is defective, damaged or the wrong item, so the issue can be evaluated.
Use a factual comparison. “The delivered wording differs from the text I approved” describes an observed difference. “I approved this wording but now prefer another message” describes a requested change. These are illustrative examples, not reported customer cases or decisions about a remedy.
Keep the order reference and agreed description available. Explain what you expected, what you received and when you noticed the issue. A photograph of the relevant detail may help explain it; that is a practical suggestion, not an additional merchant requirement stated in the policy.
For a workplace delivery, the delivery handover guide helps record a discrepancy against the agreed version. The next step here is reporting the issue and obtaining the team’s actual answer.
If you no longer want the item, request a return first
The policy states a general 30-day window after receiving an item in which to request a return. Its eligibility conditions include the same condition as received, unworn or unused, with tags and original packaging, plus a receipt or proof of purchase.
It also lists non-returnable categories, including custom products such as special orders or personalised items, perishable goods, personal-care goods, hazardous materials, flammable liquids or gases, sale items and gift cards. Read the complete policy and ask how it applies to the actual purchase.
Do not treat the general request window as automatic return eligibility for a personalised balloon, an event service or a hired item. Equally, do not use a category label to decide the outcome of a wrong or damaged-item report yourself. Give the team the facts and ask which process applies.
The Happy Birthday Balloon Bouquet, for example, lists a personalised 36-inch statement balloon with nine helium balloons and ribbon. Its component list does not determine the outcome of a particular complaint or return request.
Keep the request and acceptance stages clear
| Stage | What the policy says or what to check |
|---|---|
| Contact the team | Start a return request through hello@lunarmoments.ae. For a wrong or damaged item, report the observed issue promptly for evaluation. |
| Return accepted? | If a return is accepted, the policy says a label and instructions will be supplied. Items sent back without first requesting a return will not be accepted. |
| Received and inspected | The policy says the team will notify you whether the refund is approved after receiving and inspecting the return. |
| Refund approved? | If approved, the policy states a refund to the original payment method within ten business days. Bank or card-company posting can take additional time. |
| Follow-up | The policy asks you to contact the team if more than fifteen business days have passed since refund approval. |
Follow the actual return instructions rather than choosing an address from another page. An accepted return and an approved refund are separate decisions. Ask about your actual next steps; the refund-processing wording does not establish that a newly reported issue has already been evaluated or approved.
Keep event cancellation and hire arrangements separate
If the celebration date has changed or you want to cancel an event arrangement, identify that request directly. The post-quote date-change guide helps you establish the existing status and request the applicable terms. Do not treat the item-return window as an event-cancellation rule.
For a hired display item, ask about the actual hire, collection and return arrangements. This guide does not turn an ordinary item-return policy into a hired-item collection service.
Send a specific follow-up
My order reference is [reference]. I received [item] on [date]. I am contacting you about [an observed issue/a return request]. The agreed description was [details], and the actual difference or reason is [facts]. Please evaluate the request, explain which process and conditions apply, and confirm any next steps. I have [receipt or relevant reference] available.
Email Lunar Moments about the item or request. Keep the reply and any instructions with your order reference; do not record a replacement, return or refund as agreed until there is an actual answer.
Issue and return-request questions
Should I send the item back before receiving instructions?
No. The policy requires a return request first. If it is accepted, follow the supplied label and instructions rather than arranging an unrequested return.
What if the item is personalised and appears wrong or damaged?
The policy separately asks customers to report wrong or damaged items and lists custom-product return exceptions. Describe the actual issue and ask the team how the policy applies; no remedy is established here.
Do the refund-processing days start when I first report an issue?
The stated refund timeframe is conditional on approval after the return is received and inspected. Keep the actual approval status clear and allow for bank posting time; the policy’s follow-up point is more than fifteen business days since approval.
