FAQ
Everything you need to know about ordering from Lunelle.
Ordering
How do I place an order?
Browse our products at lunelle.com.bn, add your chosen items to cart, and proceed to checkout. Once you have filled in your details, complete your order confirmation via WhatsApp.
Do I need to create an account before ordering?
No, you can place your order without creating an account, unless stated otherwise on the website.
How will I know if my order has been received?
Once you complete checkout and confirm your order through WhatsApp, we will review your order and send you a confirmation message.
Can I change or cancel my order after placing it?
If your order has not yet been processed, please contact us as soon as possible via WhatsApp. Once the order has been confirmed or prepared, changes or cancellations may no longer be possible.
Payment
What payment methods do you accept?
We currently accept bank transfer.
When do I need to make payment?
Payment should be made after your order has been confirmed through WhatsApp.
How do I send proof of payment?
You may send your payment proof directly through WhatsApp after making the bank transfer.
Will my order be processed before payment is made?
No, orders will only be processed once payment has been received and verified.
Delivery & Collection
Do you offer delivery?
Yes, delivery options will be shared during order confirmation, depending on your location and order arrangement.
Do you offer self-collection?
If self-collection is available, the details will be shared with you during order confirmation.
How long will it take to receive my order?
Delivery time may vary depending on product availability and location. We will provide an estimated timeframe once your order is confirmed.
Do you deliver outside Brunei?
At the moment, this depends on our delivery arrangements. Please contact us directly if you are ordering from outside Brunei.
Products
What kind of products does Lunelle offer?
Lunelle offers thoughtfully selected essentials for mothers, babies, toddlers and growing children. Our range includes postpartum care, breastfeeding support, baby care, traditional care products and more.
Are your products authentic?
Yes, we aim to offer authentic and carefully selected products from trusted brands and suppliers.
How do I know which product is suitable for me?
If you are unsure which product to choose, feel free to contact us via WhatsApp and we will do our best to guide you based on the product’s intended use.
Do you restock sold out items?
Selected products may be restocked depending on demand and supplier availability. You may contact us to check on restock updates.
Returns & Exchanges
Can I return or exchange my order?
For hygiene and safety reasons, returns or exchanges may not be accepted for certain items unless the item received is wrong, damaged or defective.
What should I do if I receive the wrong or damaged item?
Please contact us as soon as possible after receiving your order, along with clear photos of the item and packaging, so we can review the issue.
Can I return a product if I change my mind?
As a general rule, change-of-mind returns may not be accepted, especially for personal care, baby care and hygiene-related products.
Contact Us
How can I contact Lunelle?
You may reach us through the following channels:
WhatsApp: +673 8302955
Email: lunellebn@gmail.com
Instagram: @lunelle.bn
TikTok: @lunelle.bn
If you have questions about ordering, products, delivery, or payment, feel free to contact us and we will be happy to assist.