FAQ
Here are some frequently asked questions. If you still can't find the answer you're looking for please email us at hello@luna-blue.com and we'll get back to you as soon as possible
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Q Do you offer Bespoke options
A. Yes we welcome bespoke orders and like a challenge!
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Q What size are the baskets?
A. The mini is , midi 42 x 26 x 27 cm and maxi 48 x 30 x 34 cm
These sizes are approximate as they are all handmade by artisans!
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Q: How long do I have to return my item?
A: We offer a 28 day returns policy for unworn items returned in good condition.
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Q: How do I get a refund?
A: Please send us an email and we will supply you with returns address. Please send your item(s) to our returns address, please include a note of your: name, order number, and that you would like a refund.
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Q: How can I get my item(s) exchanged?
A: Please send your item(s) to our returns address, please include a note of your: name, order number, and that you would like a exchange. If you wish you can email us beforehand to discuss what you would like to return/exchange.
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Q. Can I return/exchange a product that has been personalised or custom made for me?
A. Unfortunately we cannot refund or exchange any products that have been customised in anyway unless the product is damaged or there has been an error on our part in the customisation process. We ask that you check and double check any personalisation you require as once it's on there's no going back!
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Q: What postage method should I use?
A: If you choose to return to an item to us then you will need to pay for the return postage - as we are a small business. We recommend using registered post to be sure it arrives with us! That is, unless you were sent an incorrect item or a faulty item (see below). However, we dispatch exchanges free of charge back to you.
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Q: How long will it take to process my return?
A: Once your item has arrived at our warehouse, your exchange or refund will usually be processed within 72 hours (working days Monday - Friday). Please bear with us during Christmas and other busy periods, as it may take slightly longer.
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Q: How long will it take for the money from my refund to be credited to me?
A: Your refund will usually be processed within 72 hours of receiving your return. The length of time it takes to credit your account depends on the refund method, so please refer to the your card issuer’s or PayPal’s terms for further information.
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Q: What should I do if I was sent an incorrect item?
A: From time to time mistakes can happen, but we do our best to sort them out quickly. If you have been sent an incorrect item then please email us, including your order number: hello@luna-blue.com.
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Q: What if my item is faulty?
A: If you have received a faulty item please contact us at hello@luna-blue.com before sending it back to us, including your order number, and we will advise you on how to proceed.
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Q: Who pays for the return postage for incorrect items and faulty items?
A: If you are returning incorrect items or faulty items, we will reimburse you for the postage cost. Please use 2nd class post (not signed for, special delivery or a courier) and always get proof of postage and a receipt.
Delivery
Q: When will my order be dispatched?
A: This depends on what product you have purchased. Clothing and accessories will be despatched within 3 - 5 business days. Baskets and bags that are personalised take slightly longer but we will endeavour to get your order to you within 7 working days. This is stock dependent and where there are delays with stock we will inform you via email.
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Q: Who do you use to deliver your orders?
A: ​We use Royal Mail for our deliveries or Hermes.
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Q: How long will delivery take?
A. Domestic delivery usually takes between 2 and 8 working days for the standard shipping option and 1 working day for our next working day courier option (2 days for Highlands & Islands). Should you require expedited delivery please contact hello@luna-blue.com
Q. Do you ship internationally?
A. Yes if you have a shop and ship account / Aramex that works out cheaper please email hello@luna-blue.com to organise. We do not make money on shipping and always happy to explore cheaper options.
Q. What customs and duties will i incur?
A. Luna Blue is not liable for any duties charged at the final destination.
Please check import and customs charges
Order Amendments or Cancellations
Q: How can I cancel or amend my order before dispatch?
A: If you wish to cancel or amend an order, please contact us including your order number: hello@luna-blue.com. Please do this as soon as possible so that we have the best chance of catching your order before it is shipped. We can’t guarantee that it will be possible to cancel/amend all orders in time, in which case, please see the returns FAQs.
Contact
Q: How can I contact you if I need assistance?
A: If your questions weren’t answered by our FAQs, please contact us via email, stating your order number (if you have already placed an order) and your name: hello@luna-blue.com and we'll aim to help you within 12 hours Monday - Friday. We do not offer customer service on the weekend because we’re a small business and this is time off to spend with our families, but we’ll get back to your question on Monday.
Your Legal Cancellation Rights
Right to Cancel
You have the right to cancel this contract within 28 days without giving any reason.
The cancellation period will expire after 28 days from the day “on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods”.
To exercise the right to cancel you must inform us in writing hello@luna-blue.com, of your decision to cancel this contract by a clear statement (e.g. email). You may use the following model cancellation form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
a) 14 days after the day you provide evidence that you have returned the goods, or
b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
c)If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction; you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to Luna Blue, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Cancellation Form
To: Luna Blue,, hello@luna-blue.com:
I/We [*] hereby give notice I/We [*] cancel my/our [*] contract of sale of the following goods/for the supply of the following service [*]:
Ordered on/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
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Privacy Policy
Luna Blue fully respects and is committed to the protection of your privacy and personal details. Everything in regards to private/personal details are dealt with in accordance with the Data Protection Act 1998. All private/personal information is handled and stored in a safe and responsible manner. No information regarding private/personal details shall ever be disclosed to third parties, and shall only be used by Luna Blue for the following:
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Login purposes
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Postal address and name used for future purchases and the processing of orders mailing
List/newsletter informing you of new products, events, promotions, and any possible changes.
We may record which products you have bought or are interested into enhance your shopping experience in the future. If you chose to be added or removed from the e-mailing list, please send an email to