Shipping policy

Shipping & Delivery Policy

Last updated: 20 July 2026

1. SCOPE

This policy applies to orders placed through https://lunanestuk.com with Luna Nest Ltd, trading as Luna Nest.

Delivery charges, available services and estimated delivery dates are displayed before payment at checkout. If a

product page or checkout displays a specific restriction or service that differs from this general policy, the information

shown for that order will apply, provided it is lawful and clearly disclosed.

2. DISPATCH ORIGIN

Orders are prepared and dispatched from our United Kingdom operation in Halifax, West Yorkshire, or another UK

fulfilment location clearly identified where applicable. We use third-party carriers, principally Royal Mail, and may use

another reputable carrier where appropriate for the parcel, destination, value or product type.

We do not currently offer public collection from our registered office, and ordinary orders are not personally delivered by

Luna Nest staff.

3. WORKING DAYS

A working day is Monday to Friday, excluding public and bank holidays in England and Wales.

Carrier delivery days may differ. Delivery estimates are calculated from dispatch, not necessarily from the date or time

the order was placed.

4. ORDER PROCESSING AND DISPATCH

Our normal handling time is 0-1 working day.

Orders placed and paid by 1:00 pm on a working day are normally dispatched the same working day, subject to:

 successful payment authorisation;

 fraud and security checks;

 stock being available at the assigned location;

 correct delivery information; and

 no product, carrier or operational restriction.

Orders placed after 1:00 pm, at weekends or on public holidays are normally dispatched on the next working day.

During exceptionally busy periods, severe weather, carrier disruption, safety checks or other circumstances outside our

reasonable control, dispatch may take longer. We will update affected customers where reasonably possible.

A dispatch confirmation does not mean the carrier has completed delivery; tracking may take time to update after the

parcel is handed over.

5. UK DELIVERY AREA

We currently deliver to eligible addresses in England, Wales, Scotland and Northern Ireland where the service is

available at checkout.

Channel Islands, Isle of Man, BFPO, remote islands, certain Highlands postcodes and other special destinations may

have different availability, charges or transit times. If a service is unavailable, checkout may prevent the order or display

an alternative.

We do not currently promise international delivery unless a destination and complete delivery charge are expressly

offered at checkout.

6. DELIVERY SERVICES, CHARGES AND ESTIMATES

The following rates apply to eligible parcels within the relevant weight and size band. Exact charges are confirmed

before payment.

STANDARD TRACKED DELIVERY

 Typical charge: £3.99

 Service: Royal Mail Tracked 48 or an equivalent tracked service

 Estimated transit after dispatch: 1-3 working days

EXPRESS TRACKED DELIVERY

 Typical charge: £4.99

 Service: Royal Mail Tracked 24 or an equivalent priority tracked service

 Estimated transit after dispatch: 1-2 working days

Royal Mail Tracked 24 is a priority service, not a guaranteed next-day service. Delivery dates are estimates unless the

checkout expressly identifies a guaranteed service.

Heavier, oversized, higher-value, restricted or unusually shaped items may have a different rate based on weight,

dimensions, destination or carrier requirements. The exact charge displayed at checkout is the charge that applies to

the order.

7. FREE UK STANDARD DELIVERY OVER £45

Free standard UK delivery is available on eligible orders when the qualifying merchandise subtotal displayed at

checkout is £45 or more after product and order discounts and before delivery charges.

The checkout is the final confirmation of eligibility. Heavy, oversized, restricted or special-destination orders may require

a different service or additional charge where clearly shown before payment.

If a discount reduces the qualifying merchandise subtotal below £45, free delivery may no longer apply.

8. DELIVERY ESTIMATES ARE NOT GUARANTEES

Unless expressly sold as a guaranteed service, delivery times are estimates. They can be affected by:

 carrier network delays;

 adverse weather;

 public holidays;

 industrial action;

 security or customs checks where relevant;

 incomplete or inaccurate address information;

 remote destinations;

 seasonal peaks; or

 events outside our reasonable control.

We will not treat a carrier service aim such as Tracked 24 as a guaranteed delivery date unless that guarantee is

expressly stated at checkout.

9. TRACKING

Where tracking is available, the tracking number or link will be included in the dispatch confirmation or made available in

the customer's account.

Tracking scans are controlled by the carrier. A delay between dispatch and the first scan does not necessarily mean the

parcel has not entered the carrier network.

10. ADDRESS ACCURACY AND CHANGES

Customers are responsible for entering a complete and accurate delivery address, postcode, recipient name and

contact information.

Contact us immediately if an address needs to be changed. We will try to help before dispatch, but changes cannot be

guaranteed after fulfilment has begun. For security reasons, we may require cancellation and a new order rather than

redirecting a paid order to a materially different address.

We are not responsible for delay or failed delivery caused by incorrect or incomplete details supplied by the customer,

although we will provide reasonable assistance.

11. SAFE PLACE, NEIGHBOUR AND DELIVERY INSTRUCTIONS

Carrier delivery options may allow a safe place, neighbour, parcel locker or alternative instruction. If the customer

chooses or confirms such an option, the carrier may treat delivery to that authorised location as completed.

We will assess any dispute using the carrier's evidence, the customer's instructions and applicable consumer law.

Customers should choose a secure location and must not nominate a place that is exposed, unsafe or unsuitable for the

parcel.

12. MISSED DELIVERY AND COLLECTION

If a delivery attempt is missed, follow the carrier's instructions to rearrange delivery or collect the parcel within the stated

period.

If the parcel is not collected and is returned to us, we may:

 contact the customer to arrange redelivery at the customer's cost; or

 refund the goods after receipt and inspection, less actual outbound, return-to-sender and redelivery costs where

lawful and where the failure was not caused by Luna Nest or the carrier.

13. REFUSED DELIVERY AND RETURN TO SENDER

Refusing a parcel does not always complete a valid cancellation. Contact us so that we can identify the order and

process it correctly.

If a parcel is returned because of refusal, an incomplete address, failure to collect or an unauthorised redirection, any

refund will be processed after the parcel is received and inspected. Actual unrecoverable delivery costs may be

deducted where lawful and clearly applicable.

14. SPLIT SHIPMENTS

We may send an order in more than one parcel where products require different packaging, are stored separately or are

subject to different carrier restrictions. You will not be charged additional delivery solely because we choose to split the

shipment, unless this was clearly agreed before purchase.

Each parcel may have a separate tracking number and delivery date.

15. RESTRICTED, FRAGILE, LIQUID, AEROSOL AND ELECTRICAL PRODUCTS

Some products, including liquids, fragrances, aerosols, batteries, electrical items, food and fragile goods, may be

subject to carrier restrictions, special packaging or limited destination availability.

Where a product cannot be shipped using the selected service, we may contact the customer to offer an alternative,

request any clearly disclosed additional charge, or cancel and refund the affected item.

16. FOOD, CHOCOLATE AND TEMPERATURE-SENSITIVE GOODS

Where food, chocolate gift sets or temperature-sensitive products are offered, the product page may contain specific

storage, dispatch or weather restrictions.

During extreme heat or other conditions likely to affect product quality, we may delay dispatch, restrict certain services

or contact the customer before shipping. We will not make an undisclosed substitution.

Customers must inspect food packaging on receipt and follow the manufacturer's storage, allergen and best-before

information.

17. PRE-ORDERS AND BACKORDERS

Unless a product is clearly marked as a pre-order or backorder, products are offered for normal fulfilment from available

stock.

If pre-orders are introduced, the product page will state the expected dispatch period and any special cancellation or

mixed-order arrangements. If a material delay occurs, we will provide an update and any rights required by law.

18. DAMAGED PARCELS

Inspect the parcel as soon as reasonably possible. If the goods or packaging are visibly damaged, photograph:

 the outer parcel;

 the shipping label;

 internal packaging;

 the retail box; and

 the affected product.

Contact support@lunanestuk.com within 48 hours where reasonably possible. This helps us preserve carrier evidence

but does not remove statutory rights if contact is made later.

19. DELAYED OR MISSING PARCELS

Check the carrier tracking and any delivery photograph or safe-place information first. If the estimated delivery window

has passed, contact us with the order number.

We may need to wait until the carrier's loss-claim timeframe has been reached before a parcel is formally treated as

lost. We will investigate and provide an appropriate remedy where our delivery obligation has not been met.

20. OWNERSHIP AND DELIVERY RISK

Legal ownership and risk are governed by applicable law. For consumer deliveries, risk generally passes when the

customer, or a person identified by the customer other than the carrier, takes physical possession of the goods.

21. DELIVERY WITHIN 30 DAYS

Unless a different delivery date is agreed, goods will be delivered without undue delay and ordinarily within 30 days

after the contract is made. If we cannot meet an agreed or legally required delivery time, the customer may have

cancellation and refund rights.

22. CONTACT

For delivery questions, contact:

Luna Nest Ltd, trading as Luna Nest

Email: support@lunanestuk.com

Telephone: +44 7873 317710

Registered office: 22 Blackwood Grove, Halifax, England, HX1 4RH

Website: https://lunanestuk.com