FAQ
Can I change or cancel my order?
Once your order has shipped, it can no longer be changed or cancelled. If you need to make a change, contact us at support@lunarasrealm.com as soon as possible after placing your order - we'll do our best to help before it ships, but can't guarantee changes once your order is being processed.
How can I contact Lunara's Realm?
You can reach our support team anytime at support@lunarasrealm.com. We're here to help with any questions or concerns you may have.
Do you ship worldwide?
We ship to most countries, including the United States, Australia, New Zealand, the UK, the EU, and a wide range of other regions. See our full Shipping Policy for the complete list of countries we deliver to.
Is my order really discreet?
Yes. Every order ships in plain, unbranded packaging designed to keep the contents inside anonymous.
For international orders some countries will require a customs manifest to be labelled on the front of the package. This package will note the contents as "silicone sculpture" and sender as ACB Partners Limited. We do not display website URL, brand or logos on any packaging to maintain customer privacy.
What payment methods do you accept?
We accept Amex, Apple Pay, Google Pay, Mastercard, Visa, UnionPay, and Shop Pay. All payments are processed securely through Shopify's encrypted checkout - we never see or store your full card details.
When will my order be processed?
All orders are dispatched within 1 business day of purchase. You'll receive a shipping confirmation with tracking as soon as your order is on its way.
How long will delivery take?
| Region | Standard | Express |
|---|---|---|
| United States | 5–9 days | — |
| European Union | 5–9 days | — |
| United Kingdom | 5–9 days | — |
| Australia | 3–5 days | 1–3 days |
| New Zealand | 5–7 days | — |
| Rest of world | 5–15 days | — |
Full rates and country coverage are on our Shipping Policy page. While we aim for on-time delivery, delays from carriers (weather, customs, holidays, etc.) are sometimes outside our control.
We are looking to expand our local warehousing of products across the globe to increase stock availability and reduce shipping times. Please help support Lunara's Realm so we can make this possible!
What if my order hasn't arrived?
Check your tracking link first - it updates in real time. If it shows as delivered but you haven't received it, check with neighbors or your building's front desk. Still no luck? Email us at support@lunarasrealm.com and we'll help you out.
What if I received the wrong or damaged item?
If something's not right, email us right away with your order number, clear photos of the item(s), and a brief description. We'll sort it quickly.
Returns
Due to the nature of our products we do not accept returns which include but are not limited to the following:
- Buyer's Remorse
- Wrong Model, Features, Colors, Etc.
- Sizing Concerns (Too Small or Too Large)
- We are unable to replace products that are lost, stolen, or damaged through negligence after receipt.
Can I ship to a locker?
We require a signature for all deliveries. If you're shipping to a locker, please confirm with your provider that they can sign for parcels on your behalf. High-value orders may require signature upon delivery for added security.
What material are your toys made from? Is it safe?
Every Lunara's Realm piece is hand-poured in 100% body-safe, non-porous German platinum silicone - the gold standard in premium materials. It's phthalate-free, durable, and body-safe for long-term use.
How do I clean and store my toy?
Wash after each use with warm water and mild soap, or a silicone-safe toy cleaner. Allow to dry fully before storing in the included storage pouch, away from direct sunlight or extreme heat. Avoid storing other products in the same storage pouch as your Lunara's Realm toy as we cannot vouch for the material quality or reactivity of other brands products.
What lubricant should I use?
Use a water-based lubricant only. Silicone-based lubricants can degrade silicone toys over time, affecting both the material and its lifespan, so we recommend avoiding them with any product in our range.
How do I know what size is right for me?
Every product page includes exact insertable length, total length, and diameter, along with a "Who It Suits" section giving guidance on experience level - from approachable pieces for beginners through to more advanced, extreme designs. If you're unsure, start with a smaller or more tapered piece and size up as you go.
Can I select the firmness?
Our toys are crafted using Lunara's Realm™ Dynamic Density technology, which combines firm and soft zones in each piece for an uncannily lifelike feel. Every product is hand-poured using premium German platinum silicone. We don't offer separate firmness options, as each toy is designed to deliver its own balance of structure and realism.
What's the story behind Lunara's Realm?
Lunara's Realm is a fantasy universe as much as it is a store - every character, colorway, and product ties back to an ongoing world of lore, novels, and art. Read the full story on our About Us page, or dive deeper into every character and Chapter on the Lunara's Realm Wiki.
How do the character and colorway editions work - are they limited?
We release new products as themed Chapters rather than a static catalogue, with new characters and colorways introduced over time. We do restock and provide future runs on select products but please purchase your preferred model and color on the Chapter release date to guarantee your purchase.