Postage/Returns/Repairs
Postage
Standard Tracked Domestic: $15 | Express Domestic: $18 | Local pick-up: free | International: from $30
All Lunare orders are shipped with Australia Post, using tracked and insured postage. Items will be insured up to the value of the order, rounded to the nearest $100 (eg. $120 order will be insured for $100, $180 order will be insured for $200) with excess covered by Lunare.
Your tracking number will be provided upon shipment, for you to track your order through Auspost. Once an order is shipped, it becomes the responsibility of Auspost, not Lunare. Please contact me directly with any concerns or issues.
Local Pick-up
Free local pick-up is available as an option at checkout, from North Warrandyte or Eltham. You will be contacted directly upon order fulfilment with collection details.
Returns/Repairs
Full returns are available within 30 days of purchase, the item must be returned to the artist with postage paid by the customer.
Repairs for postal damage, accidental customer damage, and eventual wear within two years of purchase are free of charge, but postage must be paid by the customer. Re-designs are not considered a repair, and will be charged at standard rates.
If the artist damages any property of the client then a full refund/replacement will be granted to the equivalent original value of the damaged object.
To complete your return or repair, we require proof of purchase.
Refunds (if applicable)
Refunds will not be granted for change of mind, so please consider your purchase carefully.
Once your return is received and inspected, I will contact you to notify that I have received your returned item. I will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed either by bank transfer or card refund.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded or returned.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at lunarecreations@gmail.com and send your item to the studio address.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Return Details
To return your product, you should send or drop off your product to: Lunare, 53 Kangaroo Ground-Warrandyte Rd, VIC 3113, Australia
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and any issues with postage are unfortunately not our responsibility - although I will always endeavour to help where I can.