Shipping policy

Last updated: October 13, 2024

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All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Cutoff time for processing orders the same day is 2pm Central Time here in the US.

US Domestic Shipping Rates and Estimates

Shipping charges will be calculated and displayed at checkout. We offer our Free Enhanced Standard shipping in sustainable packing materials, with expedited discounted shipping options via USPS and UPS. Cost and delivery time will depend on which option you choose for your order.

Canada Shipping Rates and Estimates

Shipping charges will be calculated and displayed at checkout. We offer discounted shipping via USPS and UPS. Cost and delivery time will depend on which option you choose for your order.

Shipping to P.O. boxes

Please note that UPS will only accept shipments to a valid street address. They do not deliver to P.O. boxes.

Customs and Import Taxes

Please note that any customs duties or import taxes incurred upon delivery are the responsibility of the buyer. We recommend checking with your local customs office for specific information regarding potential charges.

While we strive to ensure timely delivery, we cannot be held responsible for any delays that may occur due to customs processing. Thank you for your understanding!

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

Damaged or Defective Items

In the rare event that you receive a damaged or defective item, please contact us at support@lunaestelle.co within 48 hours of receipt. Include your order number and clear photos of the item's condition. We will address these situations promptly to ensure your complete satisfaction.

Missing Package Policy

At Luna e Stelle, we strive to provide an exceptional shopping experience, and we understand that sometimes packages may go missing during transit. If your order has not arrived as expected, please follow the steps outlined below:

Reporting a Missing Package

Customer Notification: If your package is marked as delivered but you have not received it, please contact us within 14 days of the expected delivery date at support@lunaestelle.co. Include your order number and any relevant details.
Investigation Process: Upon receiving your report, we will initiate an investigation with the shipping carrier. This process typically takes 3-5 business days. We appreciate your patience during this time.

Resolution Options

If the Package is Found: If the carrier locates your package, we will inform you and arrange for redelivery.
If the Package is Confirmed Lost:
- We will offer you a replacement item or a full refund to your original payment method.
- If you prefer, we can provide store credit for future purchases.

For any additional questions or concerns, please don't hesitate to reach out to our dedicated Customer Care team at support@lunaestelle.co. We are here to provide you with an exceptional experience.

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