Shipping & Delivery Policy

At Luna Heights, we want delivery to be straightforward. Below you’ll find information about our delivery services, estimated times and how to get help with your order.

For delivery enquiries, email support@lunaheights.com.

Delivery options and prices

Available delivery services and the total shipping charge for your order will be displayed at checkout before you pay.

Options depend on your delivery address and the size and weight of your order. We only accept orders for destinations supported at checkout.

UK delivery

We offer the following services where available:

• Evri Standard: estimated delivery within 2–3 working days after dispatch.

• Evri Express: estimated delivery within 1–2 days after dispatch, including Saturday deliveries where available.

• DHL Express: usually delivered on the next working day after dispatch. This is an estimated service, not a guaranteed next-day delivery.

These estimates cover transit time after dispatch, rather than the time from placing your order. Express shipping does not guarantee same-day dispatch.

European delivery

Orders to supported European destinations are generally delivered within 3–10 working days after dispatch.

Orders weighing more than 2kg may require a higher delivery charge. Any additional shipping charge will be confirmed before payment. If an adjustment is needed afterwards, we will contact you for agreement before proceeding.

USA and other international destinations

Orders to supported destinations in the USA and the rest of the world are generally delivered within 7–10 working days after dispatch.

Orders weighing more than 1.5kg may require a courier service and a higher delivery charge. Any additional shipping charge will be confirmed before payment. If an adjustment is needed afterwards, we will contact you for agreement before proceeding.

Customs and import charges

International orders may be subject to import taxes, customs duties or handling charges imposed by the destination country.

Unless checkout expressly states that these charges are included or prepaid, they are payable by the recipient. Customs clearance can also extend delivery times.

Please check any local restrictions that may apply to the products you wish to order.

Delivery estimates and delays

Delivery times are estimates and may be affected by public holidays, courier disruption, customs processing or other circumstances.

For services quoted in working days, this generally means Monday to Friday, excluding public holidays. Saturday delivery may be available with Evri Express.

If your order has not arrived within the estimated timeframe, contact support@lunaheights.com so we can investigate.

Nothing in this policy limits your statutory rights concerning late or missing deliveries.

Delivery information

Please check that your delivery address and contact information are correct before completing checkout.

If you notice an error, contact us as soon as possible. We will try to help, but changes may not be possible once an order has been dispatched.

If a parcel is returned because delivery could not be completed, we will contact you to discuss the next steps. Any proposed redelivery charge will be explained and agreed before the parcel is resent. Your statutory cancellation and refund rights remain unaffected.

Missing or damaged parcels

If your parcel is missing, arrives damaged or is marked as delivered but you have not received it, email support@lunaheights.com with your order number and details.

Please retain any damaged packaging and, where practical, provide photographs to help us investigate.

We will liaise with our fulfilment partner or delivery provider and arrange an appropriate resolution. You do not need to pursue a claim with the courier yourself.

Goods remain our responsibility until you, or someone you nominate, physically receives them, except where you independently appoint a carrier we have not offered.

Contact us

For questions about shipping or an existing delivery, contact:

Luna Heights
support@lunaheights.com