Shipping Policy
Last updated: 02/09/2026
1. About this policy
This Shipping Policy applies to orders placed through lunamotivation.co.uk.
The seller is Ray Zhang, trading as Luna Motivation.
Some products are made to order. We may use third-party manufacturing and fulfilment partners to produce, package and dispatch orders on our behalf. This does not change who you contract with: your contract is with Luna Motivation.
2. Delivery destinations
We deliver to the destinations available at checkout. Some products may not be available for delivery to certain locations because of product, carrier or legal restrictions.
The available delivery method, destination, cost and estimated delivery period will be shown before you place your order.
3. Production and dispatch
Many of our products are made to order.
Unless the product page or checkout states otherwise, production usually takes approximately 3–7 working days before dispatch. Production time is separate from delivery transit time.
Orders containing multiple products may be dispatched in separate parcels. You will not be charged extra solely because we split an order into separate deliveries.
The estimated dispatch or delivery information shown at checkout takes priority over the general estimates in this policy.
4. Delivery times
Delivery estimates begin after dispatch and vary according to the destination and delivery service selected.
As a general guide, delivery transit may take approximately 5–30 calendar days after dispatch. These are estimates, not guaranteed delivery dates, unless we expressly agree a specific delivery date with you.
Delivery may be affected by weekends, public holidays, peak periods, carrier disruption, customs processing, adverse events, remote delivery locations or incorrect delivery information.
Unless a different period has been agreed with you, we will deliver your order without undue delay and within the period required by applicable consumer law.
5. Shipping charges and taxes
The applicable delivery charge will be shown in GBP at checkout before you place your order.
Any taxes or mandatory charges that we are required to include in the purchase price will be shown before payment. For deliveries outside the UK, import duties, taxes or customs charges may apply where stated at checkout or required by the destination country.
We will not add mandatory charges after your order has been accepted unless you request a change to the order and agree to the additional cost.
6. Tracking
Where tracking is available, we will send tracking information after your order has been dispatched.
Tracking updates may be delayed or incomplete while a parcel is moving between delivery networks. A tracking estimate is not a guarantee of delivery.
7. Delivery information
You are responsible for providing a complete and accurate name and delivery address, including the postcode and any required contact details.
Contact us as soon as possible if you need to correct your delivery information. We may be unable to change an address once production or dispatch has started.
If a parcel is returned because incorrect or incomplete information was provided, or because it was not collected, we may require reasonable additional delivery costs before arranging a resend, where legally permitted. This does not limit your statutory rights or apply where the problem was caused by us.
8. Delayed, missing or damaged orders
If your order is delayed, appears to be missing, arrives damaged or contains the wrong product, contact us at [customer service email].
We may ask for reasonable information to investigate the issue, such as photographs of damaged packaging or confirmation of the delivery address. We will investigate with the relevant delivery provider and provide an appropriate remedy where required by law.
We will not require you to pursue the delivery provider instead of dealing with us.
9. Cancellation and returns
For most goods bought online, you generally have the right to cancel within 14 days after receiving the goods and a further 14 days to return them, subject to statutory exceptions.
A product being made to order does not automatically remove cancellation rights. An exception may apply where goods are personalised or made to your specifications, but only where permitted by law.
See our [Returns Policy](/returns-policy/) and [Terms and Conditions](/terms-and-conditions/) for further information.
10. Events outside our reasonable control
Events outside our reasonable control may cause delivery delays. We will provide reasonable updates where appropriate. This clause does not remove or restrict any consumer rights or remedies that cannot legally be excluded.