Delivery & Returns

Delivery

Lunamise is located in a spare bedroom in the UK! All orders are packed by me and shipped from rainy Britain using Royal Mail. Once your payment is received, your order will be shipped within 2 weeks. Usually I ship orders within 2 business days but I am moving house this weekend and will need to pack up the shop! Thank you for understanding during this time.

Orders within the UK
All domestic orders are sent as large letters by Royal Mail Second Class unless you upgrade to tracked shipping. It should arrive within 2-3 business days after shipping, but unforeseen delays can sometimes occur. If you need your order more urgently, I recommend upgrading to Tracked 48 (for tracked delivery guaranteed within 2 business days from dispatch).

International orders
Delivery time varies depending on your location in the world. Within Europe orders normally arrive within 1-2 weeks and other destinations between 2-5 weeks. It can take significantly longer - we’ve had customers not receive their parcels until 6-8 weeks after dispatch. This will either be due to customs holding your parcel (they can hold it up to 30 days), public holidays, or because of reduced flights and/or staffing levels. Once I've shipped your order I sadly don’t have any visibility or control over your order unless you’ve upgraded to tracked shipping. I am not responsible for postal delays and can't refund you if it arrives later than expected. If your order hasn't arrived after 8 weeks, please e-mail me at hello@lunamise.com and we'll find a solution together!

Customs
Depending on the country you're in and the value of your order you could be charged with import, customs, or clearance duties, taxes, or fees that may be incurred based on your country’s rules and regulations. I don’t know every tax, custom, and import duty payable in every country unfortunately. Charges vary around the world and I cannot give an estimate of the cost. Therefore please make sure you're aware of the costs in your country. These charges will typically be due once the shipped goods arrive at the country of destination. Please speak to your local postal or customs office for more information.

Addresses
Please make sure the address you're using is correct. If you realise it's incorrect please let me know as soon as possible before I ship your order. If your order is returned to me because the address was incomplete or incorrect, I will either need to process a refund for the item only or resend it at your expense. If your order is lost because an incorrect address was provided, I am not able to provide you a refund.

 

Returns & Refunds

My return, refund, and exchange policy is valid for 30 days after your order date for domestic orders and 60 days after your order date for international orders. If more days than specified above have passed since your purchase, unfortunately I can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will be responsible for paying for your own shipping costs for returning your item. When a complete order is returned to us in good condition, as described above, you'll get a full refund. This includes shipping, but this does not include the shipping costs you made to send the items back to us. If you return a part of your order, you'll get a refund for the returned items only.

Any item not in its original condition, which is damaged, or which missing parts for reasons not due to our error may not be refundable depending on the extent of the damage. Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of whether a refund can be provided and in the event I cannot provide a refund, reason(s) why not. If a refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card, PayPal account, or other method of payment, within 14 days.

 

Exchanges

I only replace items if they are defective or damaged. If you need to exchange it for the same item, send me an email including a picture of the damaged item(s) to hello@lunamise.com and I’ll do my absolute best to help out.