Delivery & Return Policies
Delivery policy
At Luna, every order is packed with care and shipped with reliability in mind. Below is our clear and simple delivery policy to help you know exactly what to expect:
Processing Times
Orders are typically processed the same day they are placed.
During high-volume periods (new launches, holidays, or sales), processing may extend to 2–4 business days.
Orders placed on weekends or holidays will begin processing the next business day.
Shipping Methods & Timeframes
We ship within the United States using trusted carriers such as USPS, UPS, or FedEx. Your order may arrive with any one of these, or other, carriers as we select the carrier based on the best price offered.
Standard shipping for United States orders typically takes 3–7 business days after dispatch.
Expedited orders will arrive within the specified time frame of the shipping speed chosen at checkout.
Delivery time estimates begin after your order has shipped, not when it’s placed.
Order Tracking
Once your order ships, you'll receive a confirmation email with a tracking number.
You may also track your order through your customer account on our website.
Tracking updates may take up to 24 hours to appear after dispatch.
Shipping Rates
Shipping rates are automatically calculated at checkout based on weight, destination, and selected service.
Incorrect or Incomplete Addresses
Please ensure your shipping address is accurate at checkout. We are not responsible for orders dispatched with incorrect shipping addresses.
Orders returned due to incorrect addresses will incur a reshipment fee.
Lost or Delayed Packages
If your package is delayed or appears lost, please contact us at help.lunadesignsco@gmail.com and we will help investigate with the carrier.
Once a package is marked “Delivered” by the carrier, we are unable to replace missing items, but we will gladly assist you in filing a claim.
International Shipping
International delivery times vary by country and carrier. Most orders take 8-10 business days after dispatch to deliver.
ALL customs and import duties, taxes, and fees are the responsibility of the customer.
Luna is not responsible for:
- Customs and import duties/fees
- Costs associated with refused packages (Reshipment fees, return shipment costs, etc.) If a package is refused, you may be charged for any additional return shipping costs incurred by Luna. Refused packages are subject to a 15% restocking fee if a refund is requested.
- Lost/damaged packages
Some countries may experience extended delivery times due to customs processing.
Returns policy
We want you to feel completely confident shopping with Luna. While most items are not eligible for returns, we understand that mistakes happen and will be glad to assist in these cases.
Return Eligibility
If your item arrives damaged or incorrect:
Contact us within 48 hours
Include photos of the product and packaging
No restocking fee will apply for approved damage/defect claims
We will provide a replacement or full refund
How to Start a Return
Please contact us at help.lunadesignsco@gmail.com with:
1. Your order number
2. The item(s) you'd like to return
3. The reason for the return
Once approved, we’ll send you return instructions.
Customers are responsible for all return shipping costs including customs duties, taxes, and fees where applicable.
Refunds
Refunds are processed once the item has been received and inspected.
Refunds are issued to the original payment method minus the restocking fee and shipping costs, duties, and fees incurred on the original shipment.
Please allow 3–7 business days for the refund to appear after processing.
Non-Refundable Situations
Refunds will not be issued if:
Non-returnable items are returned
Items show signs of use or wear
Packaging is missing or damaged
The return is initiated after the 48 hour window.
