Shipping policy
This policy outlines how we handle delivery for all orders placed on lunerive.com. By placing an order, you agree to the terms below.
Where We Deliver
We currently deliver within the United Kingdom only. Orders are delivered to the address provided at checkout. Please double-check your details before confirming, as we cannot amend addresses once a parcel is in transit.
What You'll Pay
Free standard delivery on all UK orders, with no minimum spend required.
How Long Does It Take
Working days are Monday to Friday, excluding UK bank holidays.
- Processing time: Most orders are packed and prepared for dispatch within 1–3 working days.
- Transit time: Once dispatched, delivery usually takes 5–11 working days.
- Total delivery time: Most orders arrive within 6–14 working days from purchase.
If your order is placed just before a weekend or bank holiday, it may take slightly longer. During peak times, an extra day or two may apply. If any significant delays arise, we'll notify you by email.
Address changes are not guaranteed once an order has been processed.
Who Delivers Your Order
Orders are delivered using tracked services through reputable courier partners. The courier may vary by service availability.
Tracking
Once your order is dispatched, you'll receive an email with your tracking information.
Most tracking links activate within 24 hours. If yours hasn't updated after that, contact us at support@lunerive.com and we'll investigate.
Missing Items or Parcels
Missing Items (Part of an Order)
- If part of your order is missing, contact us within 7 days of delivery at support@lunerive.com.
- Please include your order number and a clear photo of what you received (including the outer packaging, if available).
- We'll investigate and, if confirmed, we'll arrange a replacement or issue a refund for the missing item.
Missing Parcel (No Delivery Received)
- If your tracking shows delivered but you haven't received your order, contact us within 7 days at support@lunerive.com.
- We may ask you to confirm your delivery address and provide any relevant details (for example, safe place, concierge/reception, or neighbour delivery).
If Something Goes Wrong
While most parcels arrive on time, delays can happen. These may be caused by severe weather, delivery network disruptions, bank holidays, or high order volumes.
If we're aware of a delay, we'll email you. If your parcel is overdue and you haven't heard from us, contact us at support@lunerive.com and we'll track it down.
Failed Deliveries
If a delivery attempt is unsuccessful, the courier will follow their standard re-delivery or collection process. If the parcel is returned to us, we'll contact you to arrange redelivery.
We are not responsible for failed deliveries caused by incorrect or incomplete address details entered at checkout.
Parcels Marked as Delivered
Once the carrier marks your parcel as delivered, responsibility for it passes to you. We cannot be held responsible for parcels that are missed, lost, or stolen after a confirmed delivery.
If your tracking shows delivered but you can't locate your parcel, contact us at support@lunerive.com. We'll look into it on our end by contacting the carrier directly — they hold the proof-of-delivery details (such as GPS location, timestamp, or signature) and are best placed to investigate. We also encourage you to contact the carrier yourself in parallel.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us immediately at support@lunerive.com with your order number and clear photos of the issue. If the issue is confirmed, we'll provide instructions for the next steps, and we will cover the cost of a replacement or refund.
Changes to This Policy
We may update this delivery policy from time to time. Any changes will take effect as soon as they are published on this page.
Questions?
Email: support@lunerive.com
Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Phone Number : +44 7882 7333 68