Buyer Safety

Learn why Lunostores is the safest and most
trusted place to buy online in South Africa

Security
Lunostores utilizes a variety of safeguards and monitoring tools to protect you, including proprietary technology solutions.
Transparency
We makes it easy to learn about items and sellers before you place an order.
Support
We have several teams working on your behalf to keep you safe, answer questions, and resolve issues if they arise.

How we are keeping you safe

Buyer Safety Algorithms

We have developed and continuously updates proprietary software algorithms to automatically monitor data for patterns, and quickly detect potential risks and violations.

Community Reporting

We encourage our buyer community to report inappropriate or suspicious activity. To file a report please email trustandsafety@34orbit.com or visit the Contact Us page.

Trust and Safety Teams

In addition to data-driven algorithms and automated tools, Lunostores has a number of teams focused on protecting the integrity of Luno’s marketplace by proactively investigating, sanctioning, and preventing various types of inappropriate behavior.

Buyer Protection Program

Luno’s 100% Buyer Protection guarantee is among the most robust in e-commerce. If you pre-pay for an eligible item and your order doesn’t go as planned, you’re 100% protected — quickly and easily.

LunoPay and Escrow Services

We developed LunoPay, a revolutionary payment method, with safety in mind. LunoPay eliminates the need to enter sensitive credit/debit card details or Internet banking passwords, and payments made through LunoPay are held in escrow until the transaction is satisfactorily completed. When you pay with LunoPay we can instantly refund you if your order does not arrive, is damaged, or is s ubstantially different from what was described.

Merchant Quality Assurance

In addition to data-driven algorithms and automated tools, Lunostores have a number of teams focused on protecting the integrity of Luno’s marketplace by proactively investigating, sanctioning, and preventing various types of inappropriate behavior.

What you can do to improve your shopping experience on Lunostores

Quickly Find Your Preferred Items By Filtering Search Results

We haave developed and continuously updates proprietary software algorithms to automatically monitor data for patterns, and quickly detect potential risks and violations.

Inspect Product Details and Ratings & Reviews Before You Buy

Inspecting details & reviews can help prevent surprises and confirm that an item meets your needs. Stronger ratings & reviews indicate safer, more trustworthy sellers.

If You Have Outstanding Questions Or Concerns, Message The Seller Before You Buy

If you have questions/concerns about a product, Lunostores makes it easy to contact the seller before you buy — just click the ‘Message Seller’ button.

Double-Check the Items In Your Order Before Paying

Before you choose your payment method, take a second to check that your order contains the items and quantities you want.

Double-Check Your Phone Number And Delivery Address Before Paying

Before you choose your payment method, check your contact details to make sure that you can be contacted about your delivery.

Pay When You Checkout To Receive Maximum Protection

When you pay at checkout, Lunostores holds your payment (temporarily) before forwarding it to the seller & can protect you 100% if things somehow don’t go as planned.

Check Your SMS & Email For Messages About Your Transaction

After you place your order, Lunostores will send you an order confirmation by both SMS and email. Check for communications about your order.

If You Chose Pay On Delivery (POD), Pay Only After You’ve Received Your Order

If you chose POD, do not pay before your item is delivered. If you’re asked to pay before delivery for a POD order, contact us immediately at trustandsafety@34orbit.com.

After Your Order is Delivered, Be Sure to Rate & Review

After your item is delivered, you can help other buyers stay safe and choose the most trustworthy sellers by rating and reviewing your transaction.

What you should know

Not all products on Lunostores are sold by Lunostores

Lunostores is a true online marketplace that supports South African entrepreneurs. Supporting ‘third-party’ sellers means Luno can offer buyers wider product selection, more choice, increased convenience, and better pricing. To learn more about selling on Lunostores, please click here.

Not every order goes perfectly every time, but if things don’t go as planned Luno is here to help

Generally, Lunostores sellers have a remarkable track record. Most orders go wonderfully, but selling online may be new for some sellers and despite best efforts mistakes can sometimes happen. In the rare event things don’t go as planned, Lunostores has a number of teams working to help make things right. To contact us, email help@34orbit.com or call 0809 460 5555 or 01 460 5555

If you pay online at checkout before delivery, Lunostores can offer maximum protection

Paying for your order in advance means that you’re covered by our Buyer Protection program. When you pay in advance to Lunostores, we hold your payment (temporarily) & don’t release it to the seller until you have had a chance to bring up any issues. So when you pre-pay, Luno can protect you 100% if things somehow don’t go as planned. If you choose to Pay on Delivery, the seller, not Lunostores, may have your funds and Lunostores may be less able to help

Your feedback matters

When you place an order, you trust the seller to deliver a quality product as described and on time. So Luno makes it easy for you to research both the item and the seller before you buy. You can read the item’s description and check how past buyers rated and reviewed the seller and the item. When your order is delivered, we will ask you to rate and review the transaction and over time we remove lower performing sellers to make Lunostores safer for you

Frequently Asked Questions

Quickly Find Your Preferred Items By Filtering Search Results

Lunostores has developed and continuously updates proprietary software algorithms to automatically monitor data for patterns, and quickly detect potential risks and violations.

Inspect Product Details and Ratings & Reviews Before You Buy

Inspecting details & reviews can help prevent surprises and confirm that an item meets your needs. Stronger ratings & reviews indicate safer, more trustworthy sellers.

If You Have Outstanding Questions Or Concerns, Message The Seller Before You Buy

If you have questions/concerns about a product, Lunostores makes it easy to contact the seller before you buy — just click the ‘Message Seller’ button.

How does Lunostores protect me from fake or substandard products?

Lunostores have a formal Authentic Items Policy that prohibits the sale of counterfeit items, and our team continuously monitors items offered for sale. Sellers who are found to violate the policy may be banned from selling on Lunostores. If you suspect an item displayed on the website is not authentic, please contact trustandsafety@34orbit.com.

I just received my order and something is wrong, what should I do? What can I expect?

If you recently received your order and something is wrong, please email help@34orbit.com or call 0809 460 5555 or 01 460 5555 and provide details. Depending on the exact issue and whether you paid before delivery or paid on delivery, different resolutions can occur. But in all cases, Luno will offer support and will try to work with the seller to offer a resolution quickly, such as a repair, replacement, refund upon return, instant refund, or other form of compensation as applicable.

How do I avoid fraudulent individuals posing as genuine sellers?

We take various actions to keep fraudulent individuals out of our community including requiring sellers to undergo verification before listing products, but you can avoid negative fraud-related experiences by

1) pre-paying and 2) not paying into seller accounts before delivery if you choose to Pay on Delivery (POD).

• Pre-pay for your order. A great way to safeguard against negative experiences with sellers is to pre-pay for your order online when you checkout. By doing so, Luno has control of your funds for a limited period and can more easily refund you if things happen to go wrong.

• If you choose POD, do not pay until you receive your order. If you choose the Pay on Delivery payment method, as a general rule, do not pay directly to sellers until you receive your order. If a seller requests that you pay into his/her account before your order is delivered, please contact trustandsafety@34orbit.com to verify. Lunostores advises that if you do internet bank transfers before delivery, you should pay only into the lunostores accounts listed here.

If you feel that a seller is potentially fraudulent, please contact trustandsafety@34orbit.com

Can I trust all sellers on Lunostores? How do I know which sellers to trust?

Lunostore has several processes in place to make sure sellers are safe and worthy of your trust. All sellers go through verification processes and we continuously monitor seller behavior. In addition, you can inspect a seller’s ratings and reviews — stronger ratings & reviews indicate safer, more trustworthy sellers. Finally, our more established sellers can be identified by a “verified premium seller” badge when you search for an item. We regularly updates the list of verified premium sellers to account for changing seller behavior. We take our responsibility to provide a safe marketplace very seriously, but sometimes bad behavior does happen. If you feel that a seller has violated your trust by misrepresenting an item or otherwise acting inappropriately, please contact trustandsafety@34orbit.com.

I appreciate Luno’s efforts on my behalf. What can I do to help?

We thank you for you business and we will continue to make sure Luno remains the safest and most trusted place to buy and sell online in South Africa. You can help by:

• paying online at checkout when you place an order (so we can offer you maximum protection, and help delivery couriers spend more time delivering and less time with cash/POS issues on delivery)

• making sure you are available by phone and in person to accept your delivery (so you and other members of our buyer community get orders delivered more quickly)

• providing honest ratings & reviews for all of your items after delivery (so you and other members of our buyer community have more information about items and sellers)

• interacting with us on Twitter or Facebook (so we can hear your feedback and suggestions directly)

• downloading our Android or iOS mobile app (so we can offer you special deals and additional mobile application security)

• referring us to your friends and family (so we can increase the size of our community and help more South Africans experience safe & secure online shopping)

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