Shipping policy
Deliveries
Delivery areas
Metropolitan France, European Union countries and Worldwide.
Order processing times
We try to process orders as quickly as possible, but all our items are handmade and therefore require more time to prepare. Please allow 5 to 10 working days. Orders are not shipped or delivered on weekends or public holidays.
If we experience a high volume of orders, shipments may be delayed by a few days. If your order is significantly delayed, we will contact you by email.
Delivery times
Delivery times vary depending on the destination and the delivery method chosen when ordering. Here is an overview of the estimated delivery times:
- Metropolitan France: 3 to 5 working days
- European Union: 5 to 10 working days
- International: 7 to 21 working days
Shipping costs
Shipping costs are calculated at the time of finalizing your order and depend on the weight of your package, the cost of the chosen service and the delivery destination. Shipping costs include handling and packaging costs as well as postage.
If additional costs occur upon arrival such as customs taxes, we cannot be held responsible. It is the buyer's responsibility to pay the taxes in force in the country of destination of the order.
Order tracking
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.
Delivery problems, damages and losses
We are not responsible for products damaged or lost during transport. If you have received your order damaged, please notify us at contact@lunavenstudio.com and please contact the carrier to file a claim. Keep all packaging materials and damaged items before filing a claim.
Returns and refunds
Right of withdrawal
In accordance with the legal provisions in force, you have a period of 14 calendar days from the receipt of your products to exercise your right of withdrawal and return your package. Beyond this period, returns will not be accepted.
Return conditions
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging.
Return procedure
- Return notification: Before returning a product, you must notify us by email at contact@lunavenstudio.com.
- Return of the product: Once your return request has been validated, you must return the product to the address that will be indicated to you. Return shipping costs are your responsibility and are not refundable.
- Return processing: Upon receipt of the returned product, we will inspect it. If the product complies with our return conditions, we will refund you within 14 days of receipt of the returned product.
Personalized products, made to your specifications, cannot be returned or refunded.
Refund
The refund will be made using the same means of payment as that used for the initial transaction, unless you expressly agree to a different method. This refund will not incur any costs for you.
We reserve the right to defer the refund until receipt of the returned product.
A refund cannot be made in the event of loss or damage issues related to delivery. We are not responsible for products damaged or lost during transport. If you have received your order damaged, please notify us at contact@lunavenstudio.com and contact the carrier to file a claim. Save all packaging materials and damaged items before filing a claim.