Delivery & Returns
Due to the current global pandemic, we have received reports of some delays through the Royal Mail postal service we use.
All UK items are dispatched using their First Class Signed For service, and international items are dispatched using International Tracked service. All items are sent the day you receive a dispatch notification from us - following which it is in the postal network & unfortunately outside of our control.
Due to their reduced workforce, they are not scanning the parcels at each touchpoint, so the message sometimes appears as though it is stuck at the depot.
Thank you for your patience at this unusual time.
More information on the Royal Mail service can be found here:
We really appreciate every order placed with us and aim to dispatch orders within 48 hours of receipt.
Orders placed at the weekend (Saturday and Sunday) will be processed the following Monday, except when it is a UK Bank Holiday – and it will be the Tuesday.
Please note that estimated delivery times are to be used as a general guide, as delays can sometimes occur that are outside of our control.
UK delivery (England, Scotland, Wales, Northern Ireland and the Channel Islands)
HERMES (usually 1-3 working days from dispatch):
FREE UK DELIVERY ON ALL UK ORDERS
FREE EUROPEAN DELIVERY ON ORDERS OVER £30
Orders under £30 are charged at £4.95
Rest of the world
International Standard Shipping (usually 5-7 working days from dispatch): £6.50
Custom charges can occur for orders shipped outside of the European Union.
You will be directly responsible for these payments. We cannot be responsible for any custom charges, import duties or taxes that may be charged to you, or any shipment that is stopped or disposed of by customs, so we advise you to check with your local customs before making your order.
Long delays can also be caused by custom checks or by international postal services, so our delivery times can only be used as a general guide.
General delivery information:
Orders will be sent to the delivery address that you have provided on the order form – please ensure that your delivery address is correct and complete, as we cannot be held responsible for incorrect/ incomplete addresses. LUNEIA cannot be held responsible for delayed delivery caused by any third party, as this is outside of our control.
REFUNDS & RETURNS
We hope that you will love your purchase. In the event you do have an issue, please let us know immediately by emailing us at firstname.lastname@example.org so we can help to resolve any problems. Please include your order number on the email.
DAMAGED OR DEFECTIVE GOODS
If the goods you receive are damaged or defective, please notify us by email within 7 working days of delivery at email@example.com, quoting your original order number, with details of the problem. We are happy to offer an exchange or refund for damaged or defective goods.
If you change your mind about your purchase we are happy to offer a full refund or exchange, providing that you notify us by email at firstname.lastname@example.org within 2 working days of delivery. Please include your order number on the email. We will then issue you with instructions on how to return your products. Please note that the original delivery charge will not be refunded and you will be liable for any postal costs incurred when returning the goods.
The goods must be returned to us unopened still intact, unused and in a re-sellable condition. Please note that if your delivery gets lost in the post and is not received by us, we will be unable to issue a refund - therefore it is best to return goods by recorded delivery and retain the recorded delivery receipt as proof of postage, so that you are able to track your delivery.
You may cancel your order at any time within 2 working days of us receiving your order, by emailing us with your order number at email@example.com. If the goods have already been dispatched, you must return it to us in secure packaging at your own cost. We will advise you of the returns process when you email us.
Please note that if your delivery gets lost in the post and is not received by us, we will be unable to issue a refund - therefore it is best to return goods by recorded delivery and retain the recorded delivery receipt as proof of postage, so that you are able to track your delivery.
A refund of the original amount (minus the original delivery cost) will be made once it has been determined that the returned goods are unopened with tamper seals still intact, unused and in a re-sellable condition.
Cancellation by us
We reserve the right to cancel your order if there is insufficient stock to fulfil your order, if we do not deliver to your area or if an incorrect price was listed in error. Any cancellation will be notified by email and any payment made will be credited back as soon as possible.