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Delivery & Returns

COVID-19 

Due to the current global pandemic, we have received reports of some delays through the courier service we use. 

All UK items are dispatched using Hermes 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.

All fabric face mask and fabric scrunchie sales are final due to health & hygiene reasons. No returns or exchanges are able to be offered on these items. 

 

GENERAL INFORMATION

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

 

European delivery

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

IMPORTANT NOTE:

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 info@luneia.com so we can help to resolve any problems. Please include your order number on the email.

All fabric face mask and fabric scrunchie sales are final due to health & hygiene reasons. No returns or exchanges are able to be offered on these items. 

 

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 info@luneia.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 info@luneia.com 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. 

  

CANCELLATION

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 info@luneia.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.