Shipping Policy
Where we ship
We currently ship to addresses in the United States. If you are outside the US, email us at thelunaby@gmail.com before you order and we will tell you whether we can reach you.
What shipping costs
Shipping is free on every US order, with no minimum. Import duties and taxes are paid by us in advance, so nothing is collected from you at delivery. The price you see at checkout is the whole price.
How long it takes
- Processing: 1 to 3 business days, between you placing the order and the parcel leaving our fulfilment partner.
- Transit: 6 to 12 business days to most US addresses.
That is roughly 7 to 15 business days in total. Business days exclude weekends and US public holidays. Orders placed on a weekend begin processing the next business day.
Tracking
You will receive a confirmation email as soon as you order, and a second email with a tracking number as soon as your parcel ships. If 5 business days have passed and you have not received tracking, email us and we will chase it.
Halloween orders
Halloween does not move, so timing matters more than usual. We publish an order-by date on the product page for the season. If you order after that date we cannot promise arrival before 31 October.
If your order has not shipped yet and you no longer need it in time, tell us and we will cancel it and refund you in full.
How it arrives
Orders ship in plain outer packaging with no invoice and no price inside, because most of what we sell is a gift. If you are sending it straight to someone else, it arrives ready to hand over.
Multiple items
If you order more than one item they are normally consolidated into a single parcel. Occasionally they ship separately, at no extra cost to you, and you will get tracking for each.
Wrong or incomplete addresses
Please check your address at checkout. If a parcel is returned to us as undeliverable because of an address error, we will contact you to arrange a reshipment or a refund of the item price. Email us immediately if you spot a mistake; if the order has not shipped we will correct it.
Delayed or lost parcels
If tracking has not updated in 10 business days, or the carrier marks the parcel delivered and you cannot find it, email us with your order number. We will open an investigation with the carrier and either reship or refund you.
Contact
thelunaby@gmail.com. We answer every email within 1 business day.