Shipping policy
SHIPPING POLICY
At Hera Lunna, we carefully prepare and pack every order to help ensure it arrives safely and in good condition.
1. ORDER PROCESSING
Orders are typically processed within 1–3 business days.
During periods of high demand, holidays, promotions, or other exceptional circumstances, processing may take slightly longer.
Once your order has been shipped, you will receive a shipping confirmation email when tracking information is available.
2. SHIPPING TIMES
Delivery times vary depending on the destination, shipping method, carrier, and other factors.
Estimated delivery times shown at checkout are estimates only and are not guaranteed.
Shipping delays may occasionally occur due to:
- Carrier delays
- Customs processing
- Weather conditions
- Holidays
- Incorrect or incomplete shipping information
- Other circumstances outside our control
Hera Lunna is not responsible for delays caused by shipping carriers, customs authorities, or other circumstances beyond our reasonable control.
3. SHIPPING FEES
Shipping costs, when applicable, are displayed at checkout before you complete your purchase.
The shipping fee may vary depending on your location, order, and selected delivery method.
4. DUTIES, TAXES AND CUSTOMS
International orders may be subject to import duties, customs fees, taxes, or other charges imposed by the destination country.
Unless otherwise stated at checkout, these charges are the responsibility of the customer.
Hera Lunna does not control customs charges or customs processing times.
5. ORDER TRACKING
When tracking is available, you will receive tracking information by email after your order has been dispatched.
Please allow some time for tracking information to become active after receiving your shipping confirmation.
6. INCORRECT OR INCOMPLETE SHIPPING INFORMATION
Please carefully check your shipping address before completing your order.
Customers are responsible for providing accurate and complete delivery information.
Hera Lunna is not responsible for delays, failed deliveries, or packages returned to sender due to incorrect or incomplete information provided by the customer.
If you notice an error in your shipping information, contact us as soon as possible at:
support@heralunna.com
We will do our best to update your information before the order is shipped, but changes cannot be guaranteed once an order has entered processing or has been dispatched.
7. LOST OR SIGNIFICANTLY DELAYED PACKAGES
If your package appears to be significantly delayed or lost in transit, please contact us at:
support@heralunna.com
Please include your order number and, if available, your tracking number.
We will review the shipment information and do our best to assist you.
8. PACKAGES MARKED AS DELIVERED
If your tracking information shows that your package has been delivered but you cannot locate it, we recommend:
- Checking around your delivery location
- Checking with household members
- Checking with neighbors
- Contacting the local delivery carrier or post office
If you are still unable to locate the package, contact us at:
support@heralunna.com
We will do our best to assist you with the available shipping information.
9. DAMAGED OR INCORRECT ORDERS
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.
Email:
support@heralunna.com
Please include:
- Your order number
- A description of the issue
- Clear photos of the product
- Clear photos of the packaging when relevant
We will review the issue and work with you toward an appropriate solution.
10. RETURNED PACKAGES
If an order is returned to us because of an incorrect address, failed delivery attempt, refusal of delivery, or another issue outside our control, additional shipping charges may apply if the order needs to be sent again.
Please contact us if your tracking information indicates that your package is being returned.
11. CHANGES OR CANCELLATIONS
If you need to change or cancel an order, please contact us as soon as possible at:
support@heralunna.com
We will do our best to help, but we cannot guarantee changes or cancellations after an order has entered processing or has been shipped.
12. CONTACT US
If you have any questions regarding shipping or delivery, please contact:
Hera Lunna
Email: support@heralunna.com
Website: heralunna.com