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All the nitty gritty details of our shipping policy.
The long & short of it is, we offer complimentary Global Shipping on all orders over $150AU. We also offer Complimentary Express Shipping on all orders over $300AU.
If you need more information on returns & exchanges, please head over to this page for more information.
We currently ship all packages from New Zealand or Indonesia. For specific rates to your country, please check below.
Once your order has been received, please allow 1-2 working days for packing and dispatch. We are a small team and work as fast as we can to get your order sent from our office in Bali.
Once your order has been dispatched you will receive an email from us with your tracking information or be informed if any delays are apparent.
As we all know, postal services have their bad days too. Therefore, the above shipping times are an indication only and Luna & Rose will not be held accountable for unusually long postage periods. Delay in delivery times may occur around busy periods such as Christmas and global public holidays which we can not be held accountable for. We suggest you place your order online with a large amount of time to be allocated for delivery.
If it has been over 27 working days since you have received your shipping email, please take your tracking number into your local post office and check for an update with them. This is the quickest way to get an answer for a delivery date for your package.
We are proud to state that we have a 99.8% success rate on parcel deliveries, so don't fear. Please also be aware that we can only ship on working days (Monday – Friday). Cancellations are not permitted for orders that arrive later than expected, by placing your order via our website you are agreeing to our shipping standard and procedure listed here.
It is important to note that Luna & Rose generally does not post to PO Box addresses. We suggest using a work address or friend’s address to ensure your package arrives safely and securely. If you leave a PO BOX address at the checkout, this will cause delays in dispatch as we then have to email and request a new address for you.
Please note that some items are specifically made to order and therefore may take up to two weeks to be completed. If this is the case, we will let you know via email shortly after you place your order with us. Of course we will try our best to get this item to you as soon as humanly possible.
Once you have placed your order and payment has been cleared, you will receive an email confirmation with the details of your purchase. It is important to keep note of this for your future reference in case the item is faulty or you change your mind and the need arises to return it. If you have not received this, please email us and we can fix your email address in our system to re-send to you.
If you have any queries or have not yet received your shipping email, please check your junk folder. If you are still concerned, please feel free to contact us via our contact form and we will get back in touch with you within 48 hours.
