Thank you for shopping with Luna.
Below is our official Shipping Policy, created to ensure a smooth and transparent delivery experience for all customers.
1. Order Processing Time
Because each piece of our jewelry is handmade to order, please allow:
- 1–3 business days for order preparation
- Longer processing time may apply for limited edition or customized pieces
You will receive an email/SMS/WhatsApp update once your order has been shipped.
2. International Shipping (If Enabled)
If international shipping is available:
- Delivery times vary by country
- Customs duties, import taxes, and clearance fees are the buyer’s responsibility
- Tracking information will be provided once the order is shipped
3. Delivery Information
Please ensure that:
- The shipping address is accurate
- The phone number is correct and active
- Someone is available to receive the package
If the courier cannot reach you, they may attempt delivery again or return the package to us.
4. Lost or Delayed Shipments
- We will assist in tracking any delayed or missing package
- A claim will be opened with the courier if necessary
- Refunds are not issued for delays caused by the courier, customs, or incorrect customer information
- If the courier marks the order as delivered, we cannot issue a refund or replacement
5. Damaged Items During Shipping
If your package arrives damaged:
- Contact us within 48 hours
- Provide photos of the item and packaging
- We will arrange a replacement or a suitable solution
6. Incorrect Addresses
If the customer provides an incorrect address:
- Additional shipping fees may apply for re-delivery
- Orders returned to us due to incorrect address can be reshipped after paying a new delivery fee
7. Contact Us
For any shipping-related questions, feel free to reach us:
📩 contact@luna-uae.com
🌐 www.luna-uae.com
We are always here to help.
