Delivery Policy
Last updated: 21 April 2025
We know how exciting it is to receive something special in the post — especially when it’s for your dog. This policy explains how shipping and delivery works at The Luna Collection, including where we deliver, how long it takes, and what to expect.
Where We Deliver
We currently deliver throughout the United Kingdom and offer international delivery to most countries worldwide.
We are in the process of completing LUCID registration to enable delivery to Germany, and will update this page once that is live.
If you are based in a country we cannot yet deliver to, you will see a notice at checkout or we’ll contact you after your order is placed.
Delivery Services
We primarily use Royal Mail and Evri for our UK and international deliveries. From time to time, we may use other trusted courier services such as DPD, UPS, or similar, depending on your location and the delivery method chosen.
Delivery Options
We offer a range of delivery options, including:
- Standard Delivery
- Tracked Delivery
- Express Delivery (where available)
- Signed For Services may be used for higher-value orders or international parcels
Free UK Delivery
We offer free standard UK delivery on all orders over £30. This will be automatically applied at checkout.
International orders are not eligible for free delivery at this time.
Shipping Costs
Shipping and delivery charges vary depending on your location, the size and weight of your order, and the delivery method selected.
All available options and costs will be shown at checkout before you complete your purchase.
Tracking Your Order
If you select a tracked delivery option, we’ll either send you the tracking number directly or it may be sent to you by the courier once your parcel has been dispatched.
For all international orders, tracked delivery is used as standard and you’ll receive tracking details either from us or the courier, depending on the service used.
Delivery Timeframes
We aim to dispatch orders as quickly as possible. Estimated delivery times are provided at checkout and vary depending on destination and delivery method.
Please note that during busy periods, holidays, or extreme weather, there may be delays. International parcels may also be delayed by customs clearance procedures, which are outside our control.
Customs, Duties & Import Taxes
For orders delivered outside the UK, customs duties, import taxes, or additional handling fees may apply once your parcel reaches your country. These charges are the responsibility of the customer.
The Luna Collection has no control over these charges and cannot predict what they may be.
If you are unsure about your country’s import regulations, we recommend contacting your local customs office before ordering.
Delivery Issues
If your order is delayed, missing, or arrives damaged, please email us at hello@thelunaco.co.uk with your order number and a brief description of the issue. We’ll do our best to resolve it as quickly as possible.
