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 How can I place an order?

After deciding the product(s), quantity, size(s) and shipping method, simply click on the "Buy Now" button at the bottom of each product description and proceed to payment. If you are purchasing multiple products, click the basket icon in the upper right corner of your screen to proceed to payment.

Can I change my order?

Please note that if you need to make changes to your orders, contact our Customer Service within 24 hours of ordering. If it’s more than 24 hours, we’ll do our best, but most of the items will be processed within that timeframe and ready to go.

I don’t like my product, what should I do?

Each product is accompanied by a satisfied guarantee or 100% refunded of 60 days. If your product is not suitable for you or does not work, you have 60 days to notify us by sending us a video as proof to the email address info@lounasbrand.com. We will return the new product or refund your order in full.

What are your payment methods?

We accept payments via Paypal and credit cards.


How long is the delivery?

Due to exceptional demand for our products, your order takes between 7 and 21 working days to arrive.

Where are your items shipped from?

Orders are shipped from our warehouses to Southeast Asia (Singapore, Malaysia and China, unless otherwise stated in the product description). As our items are stored in several warehouses, your order can be shipped in separate packages. We establish close links with our suppliers and keep an eye on each coli sent to ensure that delivery goes smoothly. If I had you do not receive your package, or if it is damaged we guarantee you a full refund immediately and without return of packages.

Can I change my delivery address?

Once you have placed an order, the information goes directly to the shipping service which takes 1-2 business days to process. After that, the shipping department will send the tracking codes to the data entry to update the tracking codes and send the shipment confirmation email to the customer. Therefore, if you need to make changes to your delivery address, please contact our customer service within 24 hours of ordering.

Make sure that all the information you have provided is correct before submitting your order to avoid any mail loss or other incidents.

Please note the following:

For all customers in the United Arab Emirates, please provide your mailbox or postal code at the time of payment to avoid delays in processing and shipping your orders.
Customs, postal services and us are different entities, so we are not responsible for delays caused by customs or local post services.

How long do I wait until my order is sent?

Our processing time lasts from 3 to 5 business days. This means that your orders will usually be sent in this period.

When will I receive my items after placing an order?

The duration depends on the shipping method and the country of destination. Delays may occur due to vacation and/or unforeseen events such as flooding or typhoon. Please also note that custom inspections may be a factor when shipping. Our standard shipment usually lasts from 1 to 3 weeks and depends on the speed with which customs in your country process the package.

How do I know if my items have been shipped or not?

When your items have been shipped, we will send you a notification email to your registered email address. The tracking number is normally available in the next shipping days.

How do I track my order?

Tracking numbers are included in your shipment confirmation email. Alternatively, you can use the links below to track your parcel.


For more assistance, contact our customer service department by sending a ticket to our stores contact us

I followed my order and the status says Return to sender, what do I do?

If the packages have been returned to us, contact us immediately so that we can send you a replacement. For UAE/HK customers, be sure to provide your mailbox or postal code (depending on availability) so that your local post office can deliver your order(s) to your mailbox or  door.

The tracking site declared Delivered but I have not yet received my order:

Please note that we provide a tracking number for each customer. It is the customer’s responsibility to track their orders. Please contact your local post office if the package has arrived in your destination country. Please contact our customer service for assistance. We are not responsible for stolen packages.

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