Delivery & Returns

Delivery & Returns

A standard delivery charge of £6 will be applied to all orders up to £30 FREE for all orders above £30 and over, this applies to deliveries within Mainland UK

A charge will apply for all deliveries outside of Mainland UK and an estimated delivery cost will be communicated to you via email according to the order and delivery address prior to your order being despatched.

For International delivery enquires email your enquiry to :

Important Delivery Information

All orders dispatched by Standard UK delivery will take up to 3-5 working days to arrive after the order has been dispatched. All other destinations please allow up to 7 working days after dispatch.

Throughout the order process you will receive email alerts to update you on the status of your order, please check your spam if these are not being received.

We are currently using the following couriers: Royal Mail, Hermes Parcel UK for our deliveries.
Once payment is received and cleared ,we will endeavour to dispatch your order within 48 hours of receipt.

We will make a decision which courier we use based on items ordered and prohibition and restrictions in the domestic post to ensure delivery and speed.

Next Day Deliveries

Orders can be dispatched on a next day special delivery for an additional charge of £9.00, Time of delivery cannot be guaranteed.

Orders placed before 2pm (UK time) during the week will be processed the same day however orders placed at the weekend may be processed on the next working day

Orders placed after 2pm are processed the next working day (this excludes bank holidays).

The next day service will not be available for Saturday delivery.

The next day delivery service is available only for UK Mainland .

Orders dispatched using Royal Mail Courier

Orders dispatched using Royal Mail Tracked service will take up to 2-3 working days to be delivered.

A signature will be required to confirm receipt of the order. If a signature cannot be obtained the carrier may ask a neighbour to sign for the delivery. Deliveries will not be left if a signature cannot be obtained. You will then be left a calling card for you to arrange re-delivery or collect your parcel within 18 days from the Local depot. Proof of ID will be required. Alternatively if you contact Royal Mail directly to arrange a re-delivery we will no longer be liable for any lost items.

All deliveries time scales are approximate and subject to availability. The precise timing of your delivery can not be specified.
Orders not received will not be classed as ‘missing’ by Royal Mail until 15 working days have passed. We will therefore be unable to re-dispatched or refund until after this period and a claim has been made with Royal Mail and an investigation is completed. LUNULLA will not be held liable for delivery delays caused by a third party.

It will be the responsibility of the customer to track and monitor the progress of their order. If your order is not received within 14 days from your order dispatch date then please contact us.

We would do our very best to ensure all parcels are dispatched within 3-5 working days.

Any delays caused by courier services are out of our control.

Orders dispatched using HERMES Courier

All deliveries will require a signature, if someone might not be available to sign for the order, please specify when placing your order if your parcel can be left with a neighbour.

If your order is being despatched to a business address please ensure that you are allowed to receive personal items and that someone is available to sign for the parcel. Otherwise, you may be liable for a re-delivery charge.

Please ensure you provide a valid mobile number / email address for tracking information from courier.

We would do our very best to ensure all parcels are dispatched within 3-5 working days.

Any delays caused by courier services are out of our control.

If you are unavailable you will be left a calling card informing you that there is a parcel for you. Please note if you need to re-arrange a delivery please contact us. Please note HERMES will only make two attempts for your home delivery.

Should your package be delivered with any visible signs of damage or tampering please sign the couriers paperwork clearly noting that the package was received in that condition and retain all packaging until advised of next steps by us, this will allow us to make a valid claim if there be any damages or breakages.

Should there be any discrepancies in the delivery all packaging and box should be retained in order to make a valid claim together with photographic evidence where possible. We do always ensure that all packages are dispatched in good condition but some damages may occur during transit but this will help speed up any claims should there be any.

Terms & Conditions

1. The information set out below is to inform and advise you of the T&C when entering into a contract with LUNULLA. Whereby by completing and confirming an order online you will agree to adhere by the T&C set out below.

1.1 You will have an opportunity to check and correct any input errors in your order up until the point at which you submit your order by clicking “View Basket” page.

1.2 After placing an order, you will receive an e-mail from us acknowledging that we have received your order and an order summary sent via email. Please note that this does not mean that your order has been automatically accepted. Once received your order will be verified along with payment and once accepted and monies owed cleared then a Dispatch confirmation email will be sent to you, this indicates also that the contract between both parties is now in vigour.

1.3 In some instances we may choose to reject your order for any reason and we will advise you of this but will not be liable to you or to anyone else in those circumstances.

1.4 Large Value Orders may be subject to further verification checks such as proof of I.D

1.5 We may be unable to process your order if:
(a) The product you ordered is out of stock or discontinued
(b) There is a problem with authorisation of payment on your credit/debit card.

1.6 Our products are for personal use and not to be sold onto third parties via E bay, Amazon or any other pathways

2. Delivery

2.1 We will deliver the Products to you in accordance with the delivery option specified by you when you place your order.

2.2 We will deliver all Products comprised in your order in one delivery where possible. We will deliver directly to the delivery address specified in your order. We cannot deliver items within the same order to multiple addresses. Deliveries will be made to your door. We are not responsible for any additional carrying or positioning of products ordered.

2.3 Deliveries to Workplaces, Hotels and Educational Facilities, Self Storage Units – We will not be held liable for deliveries that are signed for by Reception, concierge etc. Tracking references are emailed to customers to monitor progress of delivery

2.4 Parcels returned to us by Royal Mail/Courier Service for any of the following reasons:
-Addressee gone away
-Addressee inaccessible
-Addressee unknown
-Not called for
-No access to the property
-No such address
(This list is non exhaustive)

Will be refunded minus any delivery fees applicable.

3. Risk and Ownership

3.1 Once delivered, the Products ordered will become your responsibility and, except in relation to Products that are damaged or faulty when delivered or have been delivered incorrectly , we will not accept any liability for their loss, damage or destruction after they have been delivered.

3.2 Ownership of the Products will only pass to you on delivery of the products, or us receiving full payment of all sums due in respect of the products, (including delivery charges) whichever is the latter.

3.3 Should your package be delivered with any visible signs of damage or tampering please sign the couriers paperwork that the package was received in this condition and retain all packaging until advised by us as this will allow us to make a valid claim if there be any damages or breakages.
Should there be any discrepancies in the delivery all packaging and box also should be retained in order to make a valid claim together with photographic evidence where possible. We do always ensure that all packages are dispatched in good condition but some damages may occur during transit but this will help speed up any claims should be any.

4. Price and Payment

4.1 The price of any products will be as quoted on our Site.

4.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due once you have selected a delivery service from the available options as set out in Delivery Information.

4.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

4.4 We cannot complete your order until you have paid for it in full. Payment can be made by most major U.K registered credit or debit cards, by completing the relevant details on the “checkout” page.

4.5 By using a credit/debit card to pay for your order, you confirm that the card being used is yours. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise payment we will not accept your order and we will not be liable for any delay or non-delivery and we may advise you of the reason for the refusal. We are not responsible for your card issuer or bank charges you may incur as a result of our processing of your credit/debit card payment in accordance with your order.

4.6 Payments made on our site are secure and as we use a payment gateway we do not store any card information

5. Our cancellation, returns and refund policy

5.1 Except in relation to the Products specified in the next paragraph, you may cancel your order (or any part of it) at any stage before the products are delivered to you, and up to 14 days afterwards. You may do so by simply returning the products in accordance with the provisions below (see section 6.2) or by contacting us

5.2 If you decide to cancel an order after we have dispatched the products, you will be liable to return them to us, at your own risk and cost. All cancelled products should be returned to us within 14 days after the products have been delivered to you. While the products are still in your possession please ensure that you take reasonable care of it and refrain from opening or using any of the items which has been cancelled.

You should return the products to us unused (except to the extent reasonably necessary to examine them), and in the same condition in which you received them together with the original Product packaging, We advise you to use a recorded delivery service.

5.3 After you cancel your order and return the Products, any sum debited by us to your credit/debit card will be refunded in full. We will notify you of your refund via e-mail within a reasonable period of time. We will usually refund any money received from you using the same method originally used by you to pay for your purchase. Refunds for Products purchased as gifts can only be given to the credit/debit card of the person who placed the order. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of you cancelling your order.

5.4 If any Product you purchase is damaged, faulty or incorrect, when delivered to you we may offer an exchange or refund as appropriate, in accordance with your legal rights. If you believe a Product is faulty, you should return the Product to us in accordance with the Returns Procedure. We will only refund the costs of returns for the value of a normal tracked service. If you have any questions regarding returns please Contact Us.

5.5 In the case of faulty items, the maximum we can refund is the value of the original transaction

5.6 If any items are damaged, faulty or unwanted please contact us Via Email at immediately on receipt of order. Once we have given authorisation and instruction to return the product it is your responsibility to ensure the items are returned within 14 days. If we do not receive the items within 14 days we will close the query and conclude that the order is satisfactory and no further action is required.

5.7 Our policy on cancellations, returns and refunds does not affect your statutory legal rights.

5.8 Claims submitted for signature denials require customers to return the claim form filled out to Royal Mail confirming that they haven’t received a parcel from us. If you fail to return the letter back to Royal Mail within 30 working days from the date your letter was received, unfortunately, we can’t help you further as without your confirmation letter Royal Mail will close the claim down assuming that the parcel has been delivered. Henceforth, you are not qualified for any refund from us either.

6. Our liability

6.1 We accept no liability for any loss which is not reasonably foreseeable or for any business loss (which includes loss of profits, contracts, goodwill, opportunity and other similar losses).

6.2 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or our responsibility for fraudulent misrepresentation and any other liability that cannot, under English law, be excluded.

6.3 Nothing in this section 7 or elsewhere in our Terms & Conditions affects your statutory legal rights.

6.4 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.

6.5 If for any reason parcels are not delivered due to third party issues e.g. Courier services please contact us so we can investigate, If you investigate directly to third party companies we will not be liable and will not be able resume investigation on your behalf.

7. General

7.1 We have the right to revise and amend these Terms & Conditions from time to time without prior notice by changing them on the Site, provided that any such change will not affect any purchases you have made before the change is implemented.

7.2 Failure by us to enforce a right does not result in waiver of such right. You may not assign or transfer your rights under these Terms & Conditions.

7.3 You and we agree that English law applies to these Terms & Conditions and that any dispute between us arising out of or in connection with these Terms & Conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law in that part of the United Kingdom will apply for any dispute.

7.4 All images on the website are only for illustration purposes and the products might differ from the actual products received. The products may slightly vary in colours due to lighting effects.

7.5 Items bought from LUNULLA are to be used only for personal use and not permitted to be purchased for reselling.

8. Contact Us

If you experience problems with ordering from the Site or have any questions with regard to an order, please feel free to Contact Us.