Help with your launch

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Find out what to do if you need to make changes or get help after your booking, or during the product placement

Booking status

Should I book if I have not heard back from the retailer?

Once you’ve discovered a suitable listing for your product, we recommend you to message the retailer to doublecheck the availability and their retail support services if you still have any confusion.

Message the retailer before requesting

Unless it is an instant book listing for you, you’ll have to make a booking request that the retailer accepts your product placement. You can message the retailer before requesting as they can answer your question about their retail space, such as customer service style and equipment supply, as well as the availability of their space.

The retailer isn’t responding

If a retailer hasn’t responded, consider reaching out to other retailers in that area. You can message as many retailers as you want.

What should I do if I can’t get in touch with my retailer?

If you are not getting any response from the retailer after settling the payment, you can reach our Luna2 support team for assistant by messaging us through the intercom.

How do I submit a booking request?

If you’re ready to book a retail space on Luna2, you can send a booking request to the retailer. If you’re unsure about the listing or it’s availability, you can also send a message to the host through our intercom.

To send a booking request:

  1. On a listing, click request to book.
  2. Select the period of time that you’d like to place your product. (Note: minimum placement period is 30 days)
  3. Review your booking details and ensure all everything is correct.
  4. Wait for the retailer to respond.

If your request is accepted, you’ll receive a notification that tells you how to make the payment and your next steps to place your product.

How do I find my booking?

To find a booking in your account:

  1. On luna2.co, go to my profile.
  2. Go to my booking to get your booking details.

If you still can’t find your booking, Contact Us to get help.

What happens if my booking request is declined or expires?

If your booking request isn’t accepted by the retailer or expires without a response, you will not receive any payment instruction. No cost for the booking will be charged. We recommend you to book another retail space.

What happens if the retailer cancels my booking?

If you are experiencing this problem, please contact us through the intercom as soon as possible.

What does each booking status mean?

What if a retailer informs me that the listing I already paid for is now unavailable but they have an alternative?

If you don’t have a confirmed reservation and the retailer offers you a different listing from the one you discussed, you can make your booking at this listing or simply look for a new place. You have no obligation to accept the new listing and you should make sure that it is suitable for your product before booking. Make sure to check the details of the new listing before accepting.

Problem with a retailer or listing

What if a retailer asks for more money?

All pricing information is included when you book a retail space using Luna2. After paying, there are no other situations where you may own more money.

What should I do if I can’t get in touch with my retailer?

If you are not getting any response from the retailer after settling the payment, you can reach our Luna2 support team for assistant by messaging us through the intercom.

What should I do if something’s missing or not as expected when I receive the product?

What should I do if something’s missing or not as expected when I visit the retailer shelf or exhibition?

If you notice that something is missing, not working, or otherwise not what you expected when you visit the retail space, you can take the following steps:

Talk to your retailer: If you give your retailer the chance to fix the issues which is the fastest way to get what you need. You can then continue with your booking as planned.

Contact us: If you can’t reach your retailer, or they don’t respond, you can contact us for help through the intercom. Make sure to photograph or document your issue as this will help us understand issues.

Do I get a full refund if I cancel?

No. At the moment, we don’t have a refund policy for cancellation. However, if you’re experiencing an unsatisfying collaboration, please feel free to contact us through the intercom.

How do I coordinate product delivery details with my retailer or product provider?

Product providers and retailers share delivery details on Luna2. After payment is accepted, there’s a tracking code area for product suppliers to enter the delivery details. For retailers, after the end of the product placement period, they’ll need to enter the delivery details if there are stocks that need to be returned.

Post-product-placement issues

How do I request a refund from my retailer for a problem I encountered at their retail space?

If you are experiencing this problem, please contact us through the intercom as soon as possible.

What should I do if there is a product damaged at the retail space during the product placement period?

What should I do if the products are damaged when I receive the returned product?

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