Shipping policy

All orders are printed and handmade to order and are typically dispatched within 2–5 working days of your order being placed.

Orders will be dispatched using the delivery service selected by you at checkout. All items are sent by tracked delivery and a tracking number is provided once your order has been dispatched.

UK Shipping Rates

  • Tracked 48 Large Letter — £2.99 (orders up to £9.99)
  • Tracked 48 Parcel — £3.95 (orders £10.00 and above)
  • Tracked 24 Large Letter — £3.95 (orders up to £9.99)
  • Tracked 24 Parcel — £4.95 (orders £10.00 and above)

Tracked 48 services aim to deliver within 2–3 working days of dispatch. Tracked 24 services aim to deliver within 1–2 working days of dispatch. These are Royal Mail estimated timeframes and are not guaranteed.

Delivery Times

Please note that delivery times are estimates only and begin after your order has been processed and dispatched. Processing time is separate from delivery time.

Please double-check your shipping address when ordering, and on your email confirmation, as incorrect details are a common cause of delivery delays. If you do find an issue, please contact us by email as soon as possible at lunamoonnorfolk@gmail.com.

Working Days

Our shipping operates in line with the UK business calendar, excluding weekends and bank holidays. These days may extend delivery times.

Missed or Failed Deliveries

This covers situations where:

  • A delivery attempt was made but no one was available to receive it
  • The parcel was redirected to a post office or collection point by the buyer and was not collected within the courier's holding period
  • The parcel was returned to us as undeliverable due to an incorrect or incomplete address

Orders returned to us in any of these circumstances are not eligible for free re-dispatch. If you would like your order to be re-sent, additional postage charges will apply. Please note that as items are made to order, refunds are not available for non-personalised items returned due to non-collection or failed delivery, except where required by law.

Delivery Delays

Every effort is made to dispatch orders within the stated processing times shown. During busy periods, including Christmas and other seasonal events, both processing and delivery times may be longer than usual.

While potential delivery delays are outside of our control due to courier network issues, weather delays, and other unforeseen disruptions, we will always work with the courier to resolve any problems as quickly as possible.

Lost or Non-Delivery of Orders

Orders undelivered after 15 business days since the dispatch date will be considered lost. Please contact us within 21 days of shipping confirmation to be eligible for a refund. You can reach us at lunamoonnorfolk@gmail.com.

Please note that once a delivery has been authorised to be left with a third party or at an unattended location at your request, we and our shipping partners are unable to accept responsibility for any loss or damage.