FAQs

Here you'll find answers to our most frequently asked questions. If you can't find what you're looking for, please don't hesitate to contact us!

How long will my order take?

As all products are individually 3D printed to order, our standard processing time is 1–5 working days, unless otherwise stated on the product listing. This time is separate from the delivery time. Processing time may increase at peak times, such as Christmas and will be updated on the website.

Read our full Processing & Lead Times policy.

I need my order by a specific date, can you help?

All orders are processed as quickly as possible. If you are looking to buy a product to be delivered by a particular date, please contact us first to see if we are able to accommodate this.

How long does delivery take?

Delivery times depend on the Royal Mail service selected at checkout.

• Tracked 24 aims to deliver in 1–2 working days
• Tracked 48 aims to deliver in 2–3 working days

Please note these are Royal Mail estimates and begin after your order has been processed and dispatched.

Read our full Delivery & Shipping policy.

Can I track my order?

Yes. All orders are sent via Royal Mail Tracked services. Once your order has been dispatched, you'll receive a confirmation email containing your tracking number, which you can use on the Royal Mail website to follow your delivery. You may also receive email updates directly from Royal Mail, or an SMS if you have provided your mobile number at checkout.

Do you ship internationally?

At present we only ship within mainland UK.

Due to the EU General Product Safety Regulation (GPSR) and post-Brexit trading requirements, we are currently unable to ship to Northern Ireland or Europe. 

If you're based in another country and interested in our products, please get in touch as we may be able to arrange a custom order.

Do you offer gift wrapping or gift messages?

We don't offer gift wrapping, but if you'd like a gift message included with your order, please add a note on your order at the time of checkout.

Do you offer custom orders?

Yes. If you're looking for a different colour combination, personalisation, or have a specific idea in mind, please get in touch by email at lunamoonnorfolk@gmail.com.

We'll discuss your requirements and let you know whether your request is possible, along with an estimated production time and price.

Please note that personalised and custom-made items are non-returnable unless faulty.

Can I cancel my order?

Orders can be cancelled within 1 hour of purchase. 

If you need to cancel your order, please contact us as soon as possible, as order processing can begin quickly. 

If production has already begun, a cancellation fee of 50% may apply to cover work already completed.

Read our full Returns, Refunds and Cancellations policy.

Can I return my order?

Non-personalised items may be returned within 14 days of receipt. Please contact us first if you wish to return your order. All items must be returned in their original condition and securely packaged. Return postage is the customer's responsibility.

Personalised items, earrings (for hygiene reasons), gift cards, clearance items and Slight Seconds are not eligible for return.

Read our full Returns, Refunds and Cancellations policy.

What if my item arrives damaged or incorrect?

Please contact us as soon as possible after delivery with clear photographs of the packaging from all sides including the label, inner packing material and photographs of the product, highlighting the issue.

Read our full Returns, Refunds and Cancellations policy.

Will my item look exactly like the photo?

We do our best to represent our products accurately, but please be aware that slight variations are a natural part of the 3D printing process. These can include visible layer lines, seam lines, minor surface variations, and occasional slight imperfections including light colour bleed where two colours meet. Colours may also vary slightly between screens and print batches.

These characteristics are not considered faults, and every item is quality checked before dispatch. If you have any concerns about a specific product, feel free to contact us before ordering.

What materials do you use?

Unless otherwise stated, our products are printed using PLA filament, a biodegradable plastic made from renewable plant-based materials such as corn starch or sugarcane.

Are your products suitable for outdoors?

Unless specifically stated, our products are intended for indoor decorative use only.

Avoid prolonged direct sunlight, excessive heat and outdoor weather exposure.

Are your products toys?

No. Our products are decorative items and are not toys. Some products contain small parts and should be kept away from young children and pets.

Do you offer bulk orders?

Yes. We are happy to discuss bulk orders for events, gifts or businesses.

Please contact us by email at lunamoonnorfolk@gmail.com with your ideas or requirements, so we can confirm availability, lead times, pricing, shipping costs and, where appropriate, insurance for larger orders.

 

Last updated: 27/06/2026