Returns Policy

At Luna Events, we pride ourselves on our customer service and are happy to offer a 30-day returns period for most of our products.

RETURNS IN 3 SIMPLE STEPS:

  1. Contact us via email with your order number and note in the email the items you would like to return, along with the reason why.

  2. Complete the return form we send to you and place it inside your return parcel.

  3. Take the parcel to the post office to be returned to us within 30 days from when it was delivered to you.

We are unable to accept returns/refunds due to change of mind on the following items:

  • Clearance lines, factory seconds, ex-display and showroom specials
  • Fragile items such as but not limited to vases, glassware, ceramics, mirrors, metal vases, and charger plates
  • Large fabric items including Aisle Runners
  • Special Order Items such as - stock/sizes/colours we do not normally sell or bulk orders of items we do stock that require us to place a special order with our factory

CHANGE OF MIND RETURNS

  1. Contact us to request a return form and instructions.

  2. Repackage your items securely - if you received your items in a box, it must be returned in a box or padded mailer.

  3. Ensure all items are unused and in their original, undamaged product packaging.

  4. Once we receive and inspect your return, we will process a refund within 2–3 business days, minus a 10% restocking fee.

  5. A full refund (excluding original shipping costs) will be issued to your original payment method. Refunds typically appear in your account within 2–7 business days after processing.

Important Notes:

  • We do not offer exchanges. Please create a return for the original order and place a new order for any replacement items.

  • Returns with opened, damaged, or missing internal packaging / protective film are not eligible for a refund.

  • If items are returned opened, additional handling fees may apply on top of the restocking fee.

  • Items showing signs of use will not be refunded. 

INCORRECT, MISSING OR DAMAGED ITEMS:

  • Please notify us within 72 hours of receiving your delivery if your order is incorrect, items are missing, or any products have arrived damaged.

  • We may request you send through some photos to assist in resolving the issue and to begin the claims process with any relevant couriers.

  • After assessing the issue, we’ll provide a suitable resolution.
    If we are responsible for the error/damage, we will refund the full cost of the affected item(s) and any applicable shipping fees. If you choose to keep the item(s), we may offer a partial refund, depending on the circumstances.

  • If we provide you with a prepaid return label, we will not reimburse any return postage costs you have already paid independently.

RETURNS DUE TO NON-DELIVERY, LATE DELIVERY OR ADDRESS ERRORS:


If your parcel is returned to us due to delivery issues, the following conditions apply:

  • Return postage fees (charged by the carrier) and a 10% restocking/admin fee will apply to all returned parcels.

  • Original shipping charges are non-refundable, as the service was used.

  • If you would like the order resent, you will need to pay the original shipping cost again, plus any return-to-sender fee charged to us by the courier.

This applies in cases such as (but not limited to):

  • Incorrect or incomplete address provided at checkout
  • Parcel not collected from the post office or pick-up point
  • Delivery refused by recipient
  • Parcel marked as delivered to a letterbox or post office

ADDRESS CORRECTIONS:


Please double-check your shipping address at checkout and avoid relying on auto-fill.
If you need to update your address after placing an order, we can only make changes if the order hasn’t yet left our warehouse.

Once your order has been dispatched, you’ll need to contact the delivery carrier directly to arrange any address changes.

We are unable to reimburse shipping or return fees for orders with incorrectly entered addresses.

LATE DELIVERIES & EVENT DEADLINES


If your order didn’t arrive in time for your event, we’re happy to help. You can return the items (as per our return policy), and we’ll issue a refund for the products. The original shipping fees are non-refundable.

Please note that all shipping services are handled by third-party carriers and Luna Events cannot be held responsible for delivery delays. However, we're here to support you if your parcel is delayed and you no longer need the items.

LOST OR STOLEN PARCELS DUE TO AUTHORITY TO LEAVE (ATL)


If you’ve selected Authority to Leave (ATL) at checkout or with the carrier, Luna Events is not liable for lost or stolen parcels once they’ve been delivered.

We’re happy to assist you in contacting the courier, but we cannot offer refunds for items marked as delivered under ATL instructions.