PERSONALISED ITEMS

 

Please make sure that you check your order thoroughly before placing it, ensuring that everything you have selected is correct. Personalised items cannot be returned unless they are damaged or faulty. Please make sure you have spelt your personalised elements correctly, as we will only replace your product if we have made a mistake and deviated from your order.

 

We do not except exchanges on personalised items.

 

 

REFUNDS 

 

Refunds will only be processed when one of these conditions is met:

 

a)) a damaged or faulty item has been returned to us and received.

 

b) a missing item has not arrived with you, the customer, and 21 working days in the UK and 30 working days anywhere else, has passed.

 

Please note – we do not refund orders that have not arrived by a specific date.

 

 

DAMAGED / FAULTY GOODS 

 

We always require any damaged or faulty goods to be sent back to us before we can process a refund. Please take pictures of any damage and email these to us, we can then notify you of next steps. Please ensure that you inform us of any faulty item as soon as it is received. Any delay may hinder the right to a refund.

 

This returns policy does not affect your statutory rights.

 

Any refunds will be made within 21 days from notification to us and in accordance to our terms and conditions.

 

 

DELAYS 

 

We will make every effort to deliver goods within the estimated time scales, however, delays are occasionally inevitable due to unforeseen circumstances. We are under no liability for delay or failure to deliver the products within estimated time scales. Please order in plenty of time. For the latest dispatch times, please look at the items description. 

 

 

MISSING ITEMS 

 

In the unusual event of your order not arriving, we will, of course, offer a full refund or replacement. Your order will be deemed lost in transit after 21 working days after date of dispatch.

 

 

POSTAGE 

 

Return postage will only be refunded in the case of damaged, or faulty items. Please include the receipt for the return delivery charge within the package or scan and email us a copy to hello@lunaandmay.co.uk.