Shipping policy

Last updated: September 26, 2025

At LOU LUNA, we aim to deliver your order as quickly and smoothly as possible. This Shipping Policy explains how we process, ship, and deliver your purchases, including pre-orders and made-to-order items.

Processing Times

  • Orders are usually processed within 1–3 working days after payment is received.

  • Some items ship directly from our warehouses or partners. If your order contains multiple items, they may arrive in separate parcels.

  • You will receive an email confirmation once your order has been dispatched.

Pre-Orders & Made-to-Order Items

Some LOU LUNA pieces are available on a pre-order or made-to-order basis. By placing a pre-order, you secure your item in advance.

  • The estimated dispatch date will be shown on the product page.

  • Payment is taken when you place the order.

  • If your order contains both pre-order and in-stock items, these may be shipped separately.

  • Dispatch dates are estimates and may be subject to production or supplier delays. If there are significant changes, we will notify you by email.

  • Made-to-order items are created specifically for you. These pieces are excluded from our standard 14-day return policy under UK and EU consumer law. Please ensure you are happy with your selection before purchasing.

  • If your made-to-order item is faulty, damaged, or not as described, you are still entitled to a replacement or refund.

Shipping Rates & Estimates

  • United Kingdom: Standard delivery (2–5 working days).

  • European Union: Standard delivery (5–10 working days).

  • International: Delivery times vary depending on destination (typically 7–14 working days).

Final shipping costs are calculated at checkout and depend on your location and items ordered.

Customs, Duties & Taxes

International orders may be subject to import duties, taxes and customs fees once the shipment reaches your country. These charges are the responsibility of the customer. LOU LUNA has no control over these charges and cannot predict their amount.

Tracking Orders

Where available, tracking details will be provided once your order has been dispatched. Please allow up to 48 hours for tracking to update.

Delivery Delays

We are not responsible for shipping delays caused by couriers, customs, or events beyond our control (e.g. strikes, severe weather, public holidays). Delivery times are estimates only and not guaranteed.

Failed Deliveries & Incorrect Addresses

Please ensure your shipping details are correct when placing an order. We cannot take responsibility for delays or lost parcels caused by incomplete or incorrect addresses. If an order is returned to us due to an incorrect address or failed delivery attempt, the customer may be responsible for reshipping costs.

Missing or Damaged Orders

If your order has not arrived within the estimated timeframe, or arrives damaged, please contact us at info@louluna.co.uk as soon as possible so we can assist you.

Contact

For any questions regarding this Shipping Policy or your order, please contact us:

LOU LUNA LTD
Company Number: 14902816
Registered Office: 7 Bell Yard, London, England, WC2A 2JR
Email: info@louluna.co.uk