Terms of sale
Terms of Sale
Last updated: 21/07/2026
These Terms of Sale apply to purchases made through the Lune & Willow website.
By placing an order with us, you agree to these terms.
1. About Us
This website is operated by:
Business name: Lune & Willow
Business address:
| Street | 38 Crown Street |
| City | LONDON |
| Zip Code/Postal code | SW13 3YL |
Email: hello@luneandwillow.com
Company number: +44 20 3807 2124
2. Products
We make reasonable efforts to display our products accurately.
Product colours may appear slightly different depending on your screen or device.
All product descriptions, images, dimensions and specifications are provided for general information. Small variations may occur.
3. Orders
Your order is an offer to purchase products from us.
After placing an order, you will receive an order confirmation email. This confirms that we have received your order but does not necessarily mean that it has been accepted.
A contract is formed when we send you confirmation that your order has been accepted or dispatched.
We may refuse or cancel an order if:
- the product is unavailable;
- payment cannot be authorised;
- the delivery address is invalid;
- incorrect pricing or product information was displayed;
- we reasonably suspect fraud or unauthorised activity.
If payment has already been taken, we will issue a refund.
4. Prices and Payment
All prices are shown in GBP.
Prices include VAT where applicable.
Shipping costs are displayed before you complete your purchase.
We accept the payment methods shown at checkout.
Payment must be authorised before an order is processed.
5. Delivery
Orders are normally processed within 1–3 business days.
Estimated delivery times are shown on our Shipping Policy and at checkout.
Unless otherwise agreed, products will be delivered within 30 days of the order being accepted.
Delivery dates are estimates and may be affected by circumstances outside our reasonable control.
Risk in the products passes to you when they are delivered to you or to a person nominated by you.
6. Your Right to Cancel
Customers purchasing online normally have the right to cancel their order within 14 days of receiving the products, without providing a reason.
To cancel, contact us at:
hello@luneandwillow.com
Please include your name, order number and confirmation that you wish to cancel.
After notifying us, you must return the products within a further 14 days.
7. Returns
Returned products should be:
- securely packaged;
- complete;
- in a resalable condition;
- returned with any accessories or packaging supplied.
You may inspect a product as you would in a physical shop. We may reduce the refund if the product has been handled more than necessary and its value has been reduced.
Unless the product is faulty, damaged or incorrect, you are responsible for return shipping costs.
Return products to:
| Street | 38 Crown Street |
| City | LONDON |
| Zip Code/Postal code | SW13 3YL |
For hygiene reasons, cancellation rights may not apply to sealed products that are unsuitable for return once unsealed, where the legal hygiene exception applies. This exception should only be used where the product was supplied with a genuine hygiene seal.
8. Refunds
Approved refunds will be made to the original payment method.
Refunds will normally be processed within 14 days of:
- receiving the returned products; or
- receiving evidence that the products have been returned.
We will refund the standard delivery charge paid for the original order. Additional costs for premium or express delivery are not refundable beyond the cost of standard delivery.
Banks and payment providers may require additional time to credit the refund.
9. Faulty, Damaged or Incorrect Products
Products must be:
- of satisfactory quality;
- fit for their intended purpose;
- as described.
Contact us promptly if a product arrives faulty, damaged or incorrect.
Please provide:
- your order number;
- a description of the issue;
- photographs where relevant.
Nothing in these Terms limits your statutory rights under UK consumer law.
10. Promotions and Discount Codes
Promotions and discount codes may be subject to separate conditions.
Unless stated otherwise:
- only one discount code may be used per order;
- codes cannot be exchanged for cash;
- codes cannot be applied retrospectively;
- promotions may be withdrawn or changed before an order is placed.
11. Personal Information
We process personal information in accordance with our Privacy Policy.
12. Liability
We do not exclude or limit liability where doing so would be unlawful.
We are not responsible for losses that were not reasonably foreseeable when the contract was formed.
Products sold through our website are intended for personal and domestic use. We are not responsible for business losses, including loss of profit, revenue or opportunity.
13. Events Outside Our Control
We are not responsible for delays or failure caused by events outside our reasonable control.
Where possible, we will contact you and take reasonable steps to minimise the effects of any disruption.
14. Changes to These Terms
We may update these Terms of Sale from time to time.
The terms in force when you place your order will apply to that purchase.
15. Governing Law
These Terms are governed by the laws of England and Wales.
If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country where you live.
16. Contact Us
For questions about an order or these terms, contact:
Lune & Willow
Email: hello@luneandwillow.com
Address:
| Street | 38 Crown Street |
| City | LONDON |
| Zip Code/Postal code | SW13 3YL |
Customer service hours: Monday to Friday. We aim to respond within 1–2 business days.