Shipping policy

Last updated: February 2026

SHIPPING POLICY

Thank you for shopping with Lunaroza. This policy explains how and when we ship your order, how long delivery takes, and what happens if something goes wrong. If anything here is unclear, write to us at contacto@lunaroza.com and we will be glad to help.

WHERE WE SHIP

We currently ship to all 50 United States, including Alaska and Hawaii.

At this time we do not ship to PO boxes in every case, to APO/FPO military addresses, or to destinations outside the United States. If you are unsure whether we can deliver to your address, contact us before ordering.

SHIPPING COST

Shipping is free on every order, with no minimum purchase. The price you see at checkout is the price you pay.

ORDER PROCESSING

Orders are processed Monday through Friday, excluding public holidays.

After you place an order, we prepare and dispatch it within 2 business days. Orders placed on a weekend or holiday begin processing on the next business day.

You will receive an order confirmation email as soon as your purchase is complete. A second email with your tracking number follows once the order has been dispatched.

DELIVERY TIMES

Estimated delivery is 2 to 4 weeks from the day your order is dispatched.

Delivery times are estimates, not guarantees. Actual delivery may be affected by carrier delays, customs processing, weather, high-demand periods such as the holiday season, and other circumstances outside our control.

If your order has not arrived within 5 weeks of dispatch, please contact us at contacto@lunaroza.com and we will investigate it with the carrier.

HOW YOUR ORDER IS FULFILLED

We work with international fulfillment partners, and your order may be shipped from a warehouse outside the United States. This is why delivery takes longer than a domestic-only retailer, and it is also how we are able to offer free shipping on every order.

We tell you this up front so there are no surprises. If you need your order urgently, please take these timelines into account before purchasing.

ORDERS WITH MULTIPLE ITEMS

If you order more than one item, they may be shipped separately and arrive on different days, each with its own tracking number. If part of your order arrives and the rest has not, please allow a few additional days before contacting us.

TRACKING YOUR ORDER

Once your order is dispatched you will receive a tracking number by email. Please allow up to 72 hours for tracking information to become active, as carriers do not always scan packages immediately.

If your tracking number is not working after 72 hours, or if tracking has not updated in more than 10 days, contact us at contacto@lunaroza.com.

CUSTOMS, DUTIES AND IMPORT CHARGES

Because orders may ship from outside the United States, import duties, taxes or customs fees may apply depending on current regulations and the value of your order. Where such charges apply and are not collected at checkout, they are the responsibility of the recipient.

Customs authorities, not Lunaroza, determine these charges. We have no control over them and cannot predict their amount. Any customs delay is also outside our control and is not grounds for a refund of shipping costs.

INCORRECT OR INCOMPLETE ADDRESSES

Please check your shipping address carefully before completing your order. We are not responsible for orders delivered to an incorrect address provided by the customer.

If you notice a mistake, contact us at contacto@lunaroza.com immediately. If your order has not yet been dispatched we will do our best to correct it. Once an order has been dispatched, the address cannot be changed.

If a package is returned to us because the address was incorrect or incomplete, or because delivery was refused, we can reship it once you cover the cost of reshipment, or issue a refund for the product excluding any shipping costs we incurred.

LOST, STOLEN OR DAMAGED PACKAGES

Once your package is handed to the carrier, title and risk of loss pass to you. However, we do not abandon you if something goes wrong.

If your tracking shows the package as delivered but you have not received it, please first check with members of your household and your neighbors, and look around the delivery area. If it still cannot be found, contact us within 7 days of the delivery date and we will open a claim with the carrier.

If your order arrives damaged, contact us within 7 days of delivery with photographs of the item and the packaging, and we will arrange a replacement or a refund.

CANCELLATIONS

You may request a cancellation before your order is dispatched by writing to contacto@lunaroza.com. Once an order has been dispatched it cannot be cancelled, but you may return it under our Refund Policy.

RETURNS

For returns and refunds, please see our Refund Policy at https://lunaroza.com/policies/refund-policy.

CONTACT

If you have any questions about this Shipping Policy, or about a specific order, please contact us:

Lunaroza
Email: contacto@lunaroza.com
Phone: +57 312 604 7501
Website: https://lunaroza.com

We aim to respond to all messages within 1 to 2 business days.