Shipping policy

Shipping Policy

Order Processing
Orders are processed within 1 to 3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day.

Shipping & Fulfillment
We work with a network of global fulfillment partners to ship our products. Once your order is shipped, you will receive a tracking number by email when available.
Please note that delivery times may vary depending on destination, carrier conditions, customs clearance, and unforeseen events beyond our control.

Delivery Address Responsibility
Please make sure your shipping address is complete and correct. We are not responsible for lost parcels or delays due to incorrect or incomplete addresses provided at checkout.

Delivery Confirmation
Delivery is considered complete once the carrier marks the package as delivered. We are not liable for theft, loss, or damage that occurs after this point.
If your parcel was delivered but you cannot locate it, please check with household members, neighbors, or local delivery points, and contact the carrier for assistance.

Duties & Taxes
International orders may be subject to import duties, customs fees, or taxes imposed by the destination country. These charges are the responsibility of the customer and are not included in the purchase price.

Shipping Issues & Delays
We do not assume liability for carrier delays, customs holds, or force majeure events. If your package appears to be delayed, please reach out to the carrier directly using your tracking number.
Our team is available to assist with investigations if needed, but we cannot guarantee specific delivery dates.

Lost or Returned Packages
If a package is returned to us due to failed delivery attempts, incomplete address, or refusal, we can offer reshipment upon request. Reshipping fees may apply.

Estimated Shipping Time

Below are the estimated delivery times after your order has been processed:

  • North America (USA & Canada): 7 to 10 business days

  • Europe (including UK & EU): 7 to 10 business days

  • Asia (including Southeast Asia): 7 to 10 business days

Preorders & Backorders
If you purchase a preorder or backorder item, the expected shipping window will be noted on the product page when available. These timelines are indicative only and subject to change.

Contact
For questions related to your shipment, you can contact our support team at :

By email: hello@helloluno.com
Average response time: 2 hours