FAQs

Dear LUNA customers,

On the 6th of September we launched our new faster, friendlier website! If you had an account with us before the 6th of September 2019 and wish to login you will need to reset your password the first time you place an order on the new site. This is because it is a new platform and only you know your password. so we could not transport it across with your order history and contact details. It’s a once-off best practice security requirement. Here’s what you’ll need to do:

  • For Desktop: Click on Login Icon top right of the home page
    For Mobile: Click the hamburger menu (3 lines) top right, then click Log in at the bottom of this menu
  • Enter your email address / Click Forgot Password
  • Enter your email address again (This will send you a link to your email to reset password)
  • Go to your email and click on link and follow instructions.

Shipping is simply based on the weight of your order and is calculated automatically in your cart. As we ship large quantities every day with Australia Post, Luna Wedding & Event Supplies is able to provide great shipping rates across Australia and New Zealand. To find out how much items you are interested in purchasing are going to cost, follow these simple steps: 1. Add the items you are after to the shopping cart (and any bulk order discounts will automatically be applied). 2. Click "View Cart" after adding the items or click on the image of a shopping bag in the top right corner of your screen. 3. Once in your shopping cart, below your order summary you will see 'estimate shipping' button. Click on this button, enter your country, state and postcode and it will calculate the costs for you. Our shipping calculator is directly linked to Australia Post so all postage costs come directly from them. Please note that some New Zealand orders may incur import duties and taxes which are at the expense of the purchaser. You do not need to place an order or sign up for an account with us to be able to use these free quote calculators.

You sure can! If you have selected "free local pickup" you can pick your order up at our warehouse pickup point in Bayswater (VIC) Mon-Fri between 10am-4pm. It is requested that you place and pay for an order online and selected pickup in order to pickup from this address. Orders are available from the next business day that you place your order. If you wish to discuss viewing any of our products before purchase please contact our office to discuss. Warehouse 10/ 65 Barry St BAYSWATER VIC 3153

Yes you definitely can! Please place your order as normal and select 'warehouse pickup' from the shipping details section (this option also specifies courier collection). Once you have placed your order, please contact our team on 1300 465 862 (or via the Contact Us tab above) with the courier company name and collection date. Please note that collection times for couriers are strictly Monday-Friday's between 10am and 4pm.

As we deliver Australia-wide and to New Zealand, each area has a different postage timeframe. We have a 9am cut off each business day for orders. If you order is placed after 9am then it will be sent on the next business day from Melbourne via Australia Post. If you choose express post it will be sent express. For New Zealand orders international regiular post takes an estimated 8-10 business days and international express post takes an estimated 3 business days. Please note that some New Zealand orders may incur import duties and taxes which are at the expense of the purchaser. For all orders within Australia you can follow the steps below to find out how long delivery to your area will take with Australia Post follow these steps: 1. Go to the delivery times calculator on the Australia Post website https://auspost.com.au/parcels-mail/delivery-times.html?ilink=tools-closed-deliv-times 2. Put the “From” postcode as “3153 Bayswater” 3. Put the “To” postcode as your post code and suburb 4. Put the “What” as a Parcel/Satchel 5. Under “When” select “item send date” and put the date as the first business day after you placed your order. 6. Click “estimate" Please note this is an estimation from Australia Post. If you are in urgent need of your items please contact our office and we work out the best option for you.

You will have received a tracking number (starting with 'VEA') in an email when your order was shipped. Simply copy this tracking number into the box provided on the Australia Post tracking website - http://auspost.com.au/track/

As we are an online business, we prefer all orders to be placed through our website. This is the fastest option as it sends your order directly to our warehouse for shipping. If you are a business and require a quote with our ABN in advance for accounting purposes, please send us a message through the Contact Us tab at the top of your browser.

Yes you can - providing we haven't shipped it yet. We generally ship within 1 business day of your order being placed so if you need to cancel an order, you will need to call or email us quickly! If your order has already been shipped, please refuse delivery (do not sign for it) and it will be sent back to us. When we receive it back we can refund your order, less shipping.

We tend to ship orders pretty quickly so if you've made a calculation error or forgotten to add something, please call or email us asap as if we have already shipped your items then you will need to create a new order.

We offer a 30 day money back guarantee on all items. We completely understand that sometimes items may not be the exact fit or colour tone you were hoping for so, providing the items aren't used or damaged, you're more than welcome to send them back to us to either exchange for other items or for a full refund (less postage). Please note that we do not accept returns on any Clearance or Super Savings items.

Please contact our team on 1300 465 862 between 8.30am and 4.30pm AEST to discuss any concerns with the items you have received.

We accept Visa/Mastercard, PayPal or Bank Transfers. You can also pay with an AMEX card through the PayPal portal (you do not need to have a PayPal account to use this option). If you are a School and need to pay via cheque, please contact our Customer Service team on 1300 465 862.

We work a little differently to other wholesalers because we only offer our wholesale rate - no retail prices! So you don't need to have an ABN or a large order to get access to fantastic prices! We also offer a bulk order discount - the more of any one item you purchase, the greater the discount! All our bulk order discounts are already loaded into the website so when you add the quantity of each item you are after to your shopping cart, the discounts will be automatically applied.

Our NEW Gold and Silver Membership program is also now available! Spend $800+ to qualify for a Silver Membership (which entitles you to 5% off each order) or $1500+ to qualify for a Gold Membership (which entitles you to 10% off each order) within a 365 day period. Please note our VIP memberships are a special feature celebration of the launch of our new lunaweddingandeventsupplies.com.au brand and website. All dollars earnt towards gaining a VIP membership will start from the launch of this website in April 2017 from orders placed on this url.

We sure do!

We currently ship Australia-wide and to New Zealand but if you are interested in having items shipped to another country, please contact us and we will see if it is a possibility. You are also more than welcome to organise your own courier for international deliveries. For any order being delivered to a country other than Australia or New Zealand, we request that payment is to be made by bank transfer only.

YES!! We have a showroom in Bayswater, Victoria. We are open from 10am-4pm Monday-Friday. If you have multiple items you wish to look at or discuss with our team then it's recommended to call ahead on 1300 465 862 and make an appointment.

Wash in cold water only, delicate cycle. Can be tumble dried on a low heat.

This 100% Polyester material is quite resistant to wrinkles, though when you first receive them, they may require ironing due to wrinkles created during transport. Please use the synthetic setting on your iron. These tablecloths can also be tumble dried on a warm setting, which we recommend, as this is a great way to remove the wrinkles caused during delivery.

For the Lycra Chair Bands, please be careful not to over stretch, as fraying can occur if they are forcefully pulled apart. To fit, simply slide each band over your preferred chair and they easily fit into place. Please be aware that the Buckles / Sliders also can’t be removed.

If the Lycra Bands, Sashes or Runners require washing, due to the delicate nature of these items, we suggest hand washing in a warm water, with a small amount of colour fast washing detergent.

Our site is currently having problems with some browsers, in particular the Chrome browser. Please follow these steps to resolve.

PC Windows
1. On your computer, open Chrome.
2. At the top right, click More .
3. Click More tools Clear browsing data.
4. At the top, choose a time range. Please select from beginning of time.
5. Next to "Cookies and other site data" and "Cached images and files," check the boxes.
6. Click Clear data.

Mac
1. Click on Chrome top left
2. Clear Browsing Data
3. Choose Advanced
4. Choose "time range"
5. Change to all time

If you have any continued problems, please don't hesitate to contact us on 1300 465 862