Shipping policy
Shipping Policy
Order Processing
Orders are normally processed within 1–3 business days.
Orders placed on weekends or UK public holidays will be processed on the next business day.
Once your order has been dispatched, you will receive a confirmation email containing your tracking information, where available.
UK Shipping
We currently deliver throughout the United Kingdom.
Standard UK Delivery
- Delivery fee: £7.99
- Estimated delivery time: [3–7 business days]
Free UK Delivery
Free standard delivery is available on orders over £80.
Delivery estimates begin once the order has been dispatched, not when the order is placed.
Delivery Times
Delivery dates are estimates and are not guaranteed. Delays may occasionally occur due to courier issues, weather, public holidays, high order volumes or circumstances outside our reasonable control.
Unless another delivery period has been agreed with you, orders will be delivered within 30 days of purchase, as required by UK consumer law.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate delivery address.
Contact us as soon as possible if you notice an error. We cannot guarantee that an address can be changed after an order has been processed or dispatched.
Additional delivery costs may apply when an order is returned because the address supplied was incorrect or incomplete.
Lost, Delayed or Damaged Orders
Please contact us at hello@luneandwillow.com if your order:
- has not arrived within the estimated delivery period;
- appears to be lost;
- arrives damaged;
- contains an incorrect item.
Please include your order number and photographs of any damaged packaging or products.
Lune & Willow remains responsible for the order until it has been delivered to you or to a person you have nominated to receive it.
Parcels Marked as Delivered
If tracking shows that your parcel has been delivered but you cannot locate it, please:
- Check your safe place and surrounding property.
- Ask members of your household or neighbours.
- Contact the courier using the tracking details.
- Contact us if the parcel is still missing.
Refused and Unclaimed Deliveries
Orders that are refused, not collected or returned to us may be refunded after they are received and inspected.
Original shipping charges and reasonable return-to-sender costs may be deducted where legally permitted, unless the parcel was refused because it was damaged, faulty or incorrectly supplied.
International Shipping
We currently do not offer international delivery
International customers may be responsible for customs duties, import taxes and local handling charges unless otherwise stated at checkout.
Cancellations and Returns
Shipping-related cancellations and returns are subject to our separate Returns & Refund Policy.
UK online customers generally have 14 days after receiving an order to tell the retailer that they wish to cancel, followed by another 14 days to return the goods.
Contact Us
For questions about delivery, contact:
Lune & Willow
Email: hello@luneandwillow.com
Phone : +44 20 3807 2124
Business address:
| Street | 38 Crown Street |
| City | LONDON |
| Zip Code/Postal code | SW13 3YL |
Customer service hours: Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time), excluding public holidays.