AUD SHIPPING
By processing your payment and completing an order with us, you accept the following terms and conditions regarding the shipping and delivery of your order.
All orders are packed and shipped within *24 hours of placement, excluding weekends and public holidays. Sale periods may impact this time due to high volumes.
SHIPPING METHODS
We ship most orders via Australia Post. Please note, processing delays due to; customs, public holidays, severe weather, and courier transit errors are not within our control.
*Please note, transit delays due to; customs, public holidays, severe weather, and courier transit errors are not within our control. While we will do everything we can to assist with the resolution of this error, we are not responsible for lost or stolen packages or packages delayed in transit.
All custom fees, taxes, and any other additional costs associated with your purchase overseas are the responsibility of the customer. These are not included in the cost of the order or the shipping fee. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your purchase. De La Luna is not responsible for any additional taxes and customs charges that are requested during the shipment of your order. We do not offer refunds for these costs. If an order is refused by a customer due to customs duty, taxes, and/ or fees, the parcel will be held for 2 weeks. If these fees are not paid in this time the parcel will be abandoned. Subsequent fees may be applied to any refund if eligible. De La Luna is not responsible for refunding or handling an abandoned order.
ORDER TRACKING
Once your order is packed and leaves our warehouse, an email will be sent to the email address entered when the order was placed. This email will provide the tracking number so you can track the progress of your order.
FAQ'S
How is COVID-19 impacting the shipping and delivery time?
While it's business as usual here at De La Luna many of our carriers have experienced delays due to changes in work-safety compliance to combat the spread of COVID-19. This combined with increased shipping volumes has caused delays in transit times. If you require delivery by a specified date, please review our estimated shipping time frames to ensure your order will arrive on time.
When will my order be shipped?
All orders are packed and shipped within 24 hours of placement, excluding weekends and public holidays. Orders placed after 10 am AEST on Monday, Tuesday, Wednesday, Thursday and Friday will be shipped the following business day.
How do I track my order?
Once your order is shipped, you will receive an email notification with a link to track your shipment. This link will route you to view the tracking details as your order makes its way to you. From this page, you'll also have the ability to sign up for the text alerts that provide updates on the status of your package.
What if my order is not received?
So sorry to hear that you haven't received your order! If your order has not been delivered within the estimated window, please contact our Customer Experience Team at delalunastudios01@gmail.com as soon as possible. Please be sure to include your order number and confirm your shipping address.
How do I update my shipping address?
We do our best to process and ship orders as soon as possible, so while we would love to -- regrettably we cannot always honor these changes or cancelations.
Requests for address changes or order cancelations should be submitted within 3 hours from the time the order was placed. Please send your request to delalunastudios01@gmail.com and be sure to include your order number and the keywords "order change" in the subject line. For address changes please include the new address in the body of the email. Please note, weekends; public holidays, and high volumes may impact our ability to attend to every request.
What if my order is delivered to the wrong address?
We are so sorry to hear that your order was delivered to the incorrect address!
Please contact our Customer Experience Team at delalunastudios01@gmail.com as soon as possible. Be sure to include your order number and confirm your shipping address, so we can have this resolved for you as soon as possible.
TERMS & CONDITIONS FOR SHIPPING
Delivery times can change depending on the time of the year, holiday periods, weekends, and severe weather. We are not responsible for lost or stolen packages or packages delayed in transit.
It is the customer's responsibility to provide the correct shipping/delivery address for an order. If the wrong delivery address is provided, De La Luna may not be able to offer reimbursement for this package.
Any orders will become your property at the time that they are shipped to the address provided to us, provided that we have received full payment for the order.
INTERNATIONAL ORDERS
De La Luna does not provide refunds to customers for failure to pay duties and taxes associated with their order.
All our prices are in Australian Dollars (AUD) do not include taxes and import/custom duties for international orders.
SIGNATURE RELEASE & AUTHORITY TO LEAVE
Due to COVID-19, Australia Post's delivery service will not require a signature and will only deliver with Authority to Leave. This means that Australia Post will not require you to sign your order. Your order will be left in a safe place so it is ready and waiting for you. Australia Post will also take a photo of where your order was left.
If you do not want Australia Post to leave your order in a safe place when you are not home to receive it, please ensure to provide clear instructions in the notes field when placing your online order with De La Luna.
Any orders will become your property at the time that they are shipped to the address provided to us, provided that we have received full payment for the order.
INTERNATIONAL ORDERS
De La Luna does not provide refunds to customers for failure to pay duties and taxes associated with their order.
All our prices are in Australian Dollars (AUD) do not include taxes and import/custom duties for international orders.
SIGNATURE RELEASE & AUTHORITY TO LEAVE
Due to COVID-19, Australia Post's delivery service will not require a signature and will only deliver with Authority to Leave. This means that Australia Post will not require you to sign your order. Your order will be left in a safe place so it is ready and waiting for you. Australia Post will also take a photo of where your order was left.
If you do not want Australia Post to leave your order in a safe place when you are not home to receive it, please ensure to provide clear instructions in the notes field when placing your online order with De La Luna.