Q: Where does Luna ship to?
A: Luna ships worldwide! If you can’t select your country at checkout, get in touch with us and we will see what we can do.
Q: How long does it take?
A: As every item is made to order we endeavour to get your new best friend to you as soon as possible. Usually you can expect to wait 2 to 3 weeks for your item, but this will be specified on each items listing. As soon as your bag has been crafted, delivery within New Zealand takes 2-3 working days. International delivery depends on your location globally and any customs delays. Each item will be shipped with tracking information so you will be able to follow the journey online. The tracking number and info will be emailed to you on confirmation of dispatch.
Q: My country is not showing, how can I place an order?
A: Please contact email@example.com and we will see what we can do.
Q: If there are taxes and duties on the shipment, do I have to pay these?
A: Yes, these are not included in the total order price and are determined at the destination country. Any import taxes and customs clearance is the responsibility of the consignee.
Each country has different thresholds for these charges, so we advise you to check with your local customs team for info on any delays and /or fees.
Q: I entered the wrong address, can I change it?
A: If you wish to change / alter your shipping address please contact firstname.lastname@example.org as soon as possible. As each item is made to order it’s likely we can amend this for you but if your order has already been processed through dispatch we will be unlikely to make any changes.
We recommend you specify a daytime delivery address as couriers usually only deliver between 8am and 6pm Monday to Friday.
Q: I placed two orders, can I ship them together?
A: For legal reasons our shipments must match the corresponding invoices for customs. At this stage we are unable to combine invoices once the order has been made.
However please get in touch with our team via email@example.com if you are referring to a New Zealand order and we will see what we can do.
Q: Can I mark this delivery as a gift or lower valued item?
A: For legal reasons we cannot declare items as a lower value, as the invoices must read true to the contents of the package and the initial transaction.