Cancellation policy

Last updated: September 26, 2025

At LOU LUNA, we offer standard orders, pre-orders, and made-to-order pieces. This policy explains your cancellation rights for each type of purchase.

Standard Orders

Pre-Orders

  • Pre-orders secure your item ahead of production or stock arrival.

  • You may cancel your pre-order at any time before dispatch for a full refund.

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

Made-to-Order Items

  • Some pre-orders are made-to-order, created especially for you.

  • Once production has begun, these items cannot be cancelled or refunded under UK and EU consumer law, unless they arrive faulty, damaged, or not as described.

  • Please ensure you are happy with your selection before purchasing.

How to Request a Cancellation

To cancel your order, email us at info@louluna.co.uk with your order number and the details of the item(s) you wish to cancel.
We will confirm whether your cancellation is possible based on the order status.

Contact

For any questions regarding this policy, please contact us:

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