Lunalux ("we" and "us") is the operator of (https://www.lunalux.com.au) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
At Lunalux we aim to use Australia Post and for all of our deliveries. If they are unable to deliver your parcel, then an alternative means of delivery will be arranged.
We aim to keep shipping costs as low as possible and shipping as fast as possible. We offer a flat rate for shipping of $10.00 with Australia post and we send all orders EXPRESS. For orders placed over $100, shipping is on us!
What is your dispatch timeframe?
Orders are usually dispatched within 2 business days of payment of order
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
How long will delivery take?
We aim to have your order to you within 5 days of you placing your order. Most often you can except your order for same-city deliveries overnight and to nearby cities within 2-3 days. All orders are posted EXPRESS with Australia Post and so we rely on their time frame for postage. Please note, shipping times can vary based on seasonality and load but we will try our very best to be as speedy as possible!
Do you have an express service?
We post all orders express post with Australia Post. In general, same-city deliveries arrive overnight and deliveries to nearby cities within 2-3 days.
Can I deliver to a PO Box?
Are your satchels biodegradable?
Yes, we are currently using 100% biodegradable, compostable satchels. This means that the satchel can simply be stripped of its label and tossed in with the food scraps.
From there, it will start breaking down. Within 90 days, in the usual course of home composting, your satchel is as good as dirt (rich nutrient-dense dirt).
These clever satchels have passed stringent certified home compostable requirements, which includes a worm toxicity test, so they’re even worm farm friendly!
What do I do if I have to change my delivery address?
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
What if an item I ordered is out of stock?
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
My delivery is taking longer than expected, what do I do?
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Will I get a tracking notification?
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
How do I cancel my order?
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
Is my parcel insured?
Parcels are insured for loss and damage up to the value as stated by Australia Post.
What is the process for a parcel that became damaged in-transit?
Oh no! Please contact us as soon as you receive your parcel and send a photo or video of it damaged to firstname.lastname@example.org We will process a refund or replacement as soon as possible.
What is the process for a parcel that became lost in-transit?
Please contact us if your parcel becomes lost in transit. We endeavour to respond as soon as possible and process a refund or replacement.
My question is not listed here, who do I contact?
For all customer service enquiries, please email us at Hello@lunalux.com.au