We aim to dispatch all orders as quickly as possible from our Melbourne warehouse.

Postage

* Same Day Dispatch

• Same day dispatch may be available for urgent orders if you contact us before 11am Melbourne time on 03 9762 4431. Please call us first to check with our team if it's possible. 
• Our standard same day dispatch cut-off is 8am Melbourne time
• Orders placed after 8am will be dispatched the following business day

During busy periods, please allow up to 2 business days for dispatch.

Urgent Orders

If you have a strict deadline or are unsure which shipping option to choose, please contact our team before placing your order. We can often help arrange:

• Same day dispatch (if contacted prior to 11am Melbourne time)
• Same day pickup
• The most suitable courier option for your timeframe

Shipping Information

We ship throughout Australia and New Zealand every business day from our Melbourne warehouse.

Orders are generally dispatched within 1 business day after payment is received.

Please note:

• Orders paid via bank transfer will be dispatched once payment has cleared
• Delivery timeframes are estimates only and are provided by third-party courier companies
• While we pride ourselves on fast dispatch, delivery dates cannot be guaranteed

Luna Wedding & Event Supplies cannot be held responsible for courier or postal delays.

Shipping Costs

Shipping costs are automatically calculated based on:

• Your delivery location
• Parcel size and weight
• Available courier services

To Calculate Shipping Costs:

1. Add your items to cart
2. Go to the shopping cart page
3. Use the Shipping Price Calculator
4. Enter your country, state and postcode
5. Available shipping options and prices will appear automatically

Shipping Options Within Australia

Important Delivery Information

All Australian shipping options include tracking.

Signature & Safe Drop Information

• StarTrack and Australia Post deliveries generally require a signature
• Direct Freight automatically assumes Authority To Leave on all orders, unless otherwise arranged

If you are unlikely to be home to receive your parcel, we recommend selecting an Australia Post shipping option, as parcels can usually be collected from your local post office if delivery is missed.

PO Boxes & Parcel Lockers

If your order is being delivered to:

• PO Boxes
• Parcel Lockers
• Parcel Collect
• Locked Bags
• Australia Post locations

You must select an Australia Post shipping option.

StarTrack and Direct Freight cannot deliver to these addresses (as noted at checkout).

** All delivery timeframes are estimates only and begin once your order has been dispatched. They are provided as a general guide and are not guaranteed. Actual delivery times may vary depending on the courier, destination, freight volumes, weather events, public holidays, peak periods, and regional or remote delivery requirements. Luna Events cannot be held responsible for delays once an order has been collected by the courier or postal service.

Pickup / Click & Collect

Select Local Pickup at checkout if you would like to:

• Collect your order from our warehouse
• Arrange your own courier pickup

Pickup Hours

Monday to Friday
10:00am – 4:00pm

Orders are generally available for pickup from the next business day unless otherwise arranged.

If you require same day pickup, please contact our office before placing your order.

Pickup Address

Luna Wedding & Event Supplies
10/65 Barry Street
Bayswater VIC 3153

Shipping to New Zealand

We dispatch orders to New Zealand daily, and most parcels arrive within the estimated delivery timeframes below. Please note that all international shipments must clear New Zealand Customs, which may occasionally cause delays outside of our control.

GST & Import Charges

New Zealand customers are not charged Australian GST.
You may see GST applied in your cart initially, however the tax amount will be removed during the final stage of checkout.

Orders entering New Zealand may also be subject to import duties and taxes charged by New Zealand Customs if the order value exceeds the tax-free threshold.

If duties and taxes are payable:

• Your parcel may be held by NZ Post
• You will receive a notification with payment instructions
• Charges are determined by New Zealand Customs, not Luna Wedding & Event Supplies

Please note that exchange rate fluctuations may affect whether duties and taxes apply.

For more information, please visit the New Zealand Customs Service website.

Oversized Items to New Zealand

Due to size and weight restrictions, we are unable to ship backdrop stands or large frames to New Zealand via Australia Post / NZ Post.

If you would like to order these items, please contact us and we can arrange an alternative freight quote.

New Zealand Shipping Services

International Standard (With Tracking)

Standard international shipping with tracking included.
Estimated delivery: 8–12 business days

International Express (With Tracking)

Premium express international shipping with tracking included.
Estimated delivery: 4–8 business days

Delivery Disclaimer

All shipping services are provided by third-party courier and postal companies.

While we pride ourselves on fast dispatch times, delivery dates cannot be guaranteed and are subject to courier performance, weather events, peak periods, and customs processing times.

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 replace the item/ part or refund the full cost of the affected item(s). 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.
  
  
• If we require the item to be returned and provide you with a prepaid return label, replacement items will only be dispatched once the original item has been lodged at the post office and proof of return, such as a receipt or tracking number, has been provided.

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.