POSTAGE:
* Same day dispatch can be arranged up until 11am if you contact us on 03 97624431.

Standard cut off time for same day dispatch is 6am Melbourne time for all other orders. Any orders placed after 6am will be dispatched the following business day.

URGENT ORDERS: If you have an urgent deadline or are unsure of which courier service to choose, please call our office on 03 97624431 for assistance. If contacted prior to 11am Melb AEST, we can often push orders out the same day or arrange same day pickup if required. Please call us first to check with our team if it's possible.

We can post to virtually any address in Australia and New Zealand. We post every business day from our warehouse in Melbourne. Your order will be dispatched the next business day after you have placed and paid for your order. Please note that if you select to pay with 'bank transfer', we will post your order within 1 business day of your payment clearing. 

Please note: All postage options are 3rd party courier/postage services and while we are proud of our fast dispatch times we can not guarantee delivery dates as these are subject to the performance of the shipping service you select.

POSTAGE COSTS:
Postage price is calculated based on your location, the weight of the products and the service level available on the day you are shopping. It is quick and easy to check shipping costs:

1. Add products to your cart.

2. On the shopping cart page you will see a summary of the items you have selected and below that there is a "Shipping Price Calculator" Box.

3. Enter your country, state and postcode into this box. Shipping options and prices will appear.

POSTAGE OPTIONS WITHIN AUSTRALIA:

All postage options have a tracking and signature service. Direct Freight assumes Authority To Leave on all orders, unless otherwise arranged. 

If you will not be home to sign for your item please choose an Australia Post option as you will then be able to collect your item from the post office if you are not at home when the driver attempts delivery. 

LOCAL PICKUP: Use this option if you wish to pickup your order from our warehouse or send your own courier. Pickup is available between 10am-4pm Mon-Fri and pickup orders are available from the day after you place your order unless otherwise arranged. If you need to pick up on the same day please call our office to arrange. If you are using this option to send your own courier please also call our office to arrange any paperwork after placing the order.
Pickup address: 
Luna Wedding and Event Supplies
10/65 Barry Street, BAYSWATER VIC 3153

SHIPPING OPTIONS TO NEW ZEALAND:
We ship items to New Zealand every day and most orders are received in the time frames below, without delays. However, due to the goods needing to pass through New Zealand Customs we have no control if goods are delayed.

New Zealand also has import tax and duties that may be payable to the NZ Customs on entry to the country if your order exceeds the Tax-Free limit. If you are required to pay Duties and Taxes (D&T) your order will be held by NZ Post and you will receive a notification in the mail informing you of the amount and how to pay. This is issued by New Zealand Customs and Luna Wedding and Event Supplies has no control over this paperwork. Please also note; due to the fluctuations of the exchange rate, orders with value very close to the tax-free limit may be assessed as incurring (D&T) as the currency exchange rate may vary from the order date to the customs clearance date.

For information about customs, import duties, etc. and to calculate any import tax payable visit: New Zealand Customs Service

PLEASE NOTE: We are unable to ship our backdrop stands or large frames to NZ via Aus Post / Nz Post due to their size and weight, if you wish to order these stands, please contact us and we will get a quote with another courier for you

INTERNATIONAL STANDARD, NO Tracking: This is standard budget International post with Australia Post, estimated 8-12 business days.

INTERNATIONAL STANDARD, with Tracking: This is standard International post with Australia Post that can be tracked with a tracking number, estimated 8-12 business days.

INTERNATIONAL EXPRESS, with Tracking: This is premium International post with Australia Post that can be tracked with a tracking number, estimated 4-8 business days.

Please note: All postage options are 3rd party courier/postage services and while we are proud of our fast dispatch times we can not guarantee delivery dates as these are subject to the performance of the shipping service you select.

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.