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Dispatch, Delivery and Returns Policy

DISPATCH

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Here at Bow luna we post out Mon-Fri (excluding bank holidays), and all orders are proceeded within 24-48 hours.
Occasionally this may run over at busy times of the year or when new collections are launched.
We will update the website/Social media pages with this information.

All orders are dispatched using Royal Mail.

For UK orders we currently post Standard 1st Class
Or International orders we use International Standard 1st class. 

Royal Mail 1st class services are not always guaranteed, therefore if you require your order with urgency, please message us as soon as possible so that you can upgrade your postage to your required needs.

DELIVERY 

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If in the unfortunate event your items do not arrive, Royal Mail will not consider an item lost until 15 business days after the official due date (20 days for European parcels and 25 for everywhere else in the world). Business days are Monday - Friday, excluding weekends and bank holidays.

Please ensure you have supplied us with the correct address in the first instance. Bow Luna will not be held responsible for missing parcels if the address was given to us incorrectly. 

If the address is correct, and after the waiting period as stated above has passed we will replace/refund the item. 

Please get in touch as soon as you are concerned your item may be lost so we are aware of the situation. 


RETURNS

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. 

Non-returnable items:
* Gift cards/Discount Codes
* Downloadable software products

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: 

* Items with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

REFUNDS 

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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at bowluna@outlook.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items and/or discounted bundles cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. Due to some of our items being unique we may not be able to exchange a like for like, however if you need to exchange it for the same item, send us an email at bowluna@outlook.com to discuss this further and send your item to: 23 Woodpecker Drive, Stoke-On-Trent, STS, St74gj, United Kingdom. Please only send the items back once you have spoken with us. 

(Please note the above address is a home address and not a commercial/public property).  

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 23 Woodpecker Drive, Stoke-On-Trent, STS, St74gj, United Kingdom.

(Please note the above address is a home address and not a commercial/public  property)

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.