Please email us if you have any questions or comments about our designs, our shop or our website (www.lunarloungedesign.com)
Accepted payment methods
Returns and exchanges
I gladly accept cancellations
I don't accept returns or exchanges
Returns and exchange details
15 day return to maker warranty on defective products on our discretion. We will decide to either repair or replace your defective item once it is received back from you. We do not offer refunds but allow store credit of equal value.
***Buyer pays all associated shipping costs***
If your item is lost or damaged in shipping we will file a damage claim with the shipping company on your behalf and you will receive your replacement / repaired item once the claim has been processed.
CANCELLATIONS: I will accept cancellation requests if within 24 hours of placing your order . As long as the order has not been started or has materials have not been ordered
If after the 72 hour period has lapsed and/ or materials have been ordered or we have started on yoru order. A 25% restocking fee will be charged to you at the time of cancellation . This applies to both custom order and standard items. no exceptions
ALL SALES ARE FINAL / NO REFUNDS - NO EXCEPTIONS! All of our pieces are made to order on an as ordered basis and due to the nature of our work we can not accept returns.
Local Purchases: cash is accepted.
All sales are final - no refunds - no returns
*** If you don't have PayPal account and need help paying with credit card or want to create a PayPal account, please click on following link....
CANADA POST EXPEDITED - FULLY INSURED WITH TRACKING NUMBER
New Requirements for US Customs for items exceeding $250:
As a result of heightened security at the US border, US Customs now requires either a Tax ID or IRS# (in case of a business purchase being shipped to your business address) or Social Security Number (in case of a personal purchase being sent to your home) on all items over $250. All Information is kept confidential Please call or email us if you have any questions regarding this policy or call UPS as they can provide more information on this policy.
We are not responsible for any duty, tax or brokerage. All customs and clearance fees are the responsibility of the buyer and are not included in the flat shipping rate.
ATTENTION U.S CUSTOMERS:
The brokerage fees can be avoided if you are able to clear the package yourself through customs. When we provide you with the shipping details and tracking number of your order, call FED EX and tell them that you would like them to clear the package through customs yourself. It will involve you going to your local UPS depot, to pick up paperwork, and then visiting your U.S customs office with that paperwork along with the bill of sale - proof of purchase (paypal receipt). At the customs office you will pay only the taxes on the value of the shipment. Once you have done that, you can either go back to your UPS depot to pick up your package of you can then have them schedule a delivery.
Additional policies and FAQs
Accessories / Art : 4-6 Weeks
Coffee Tables: 4-6 weeks
Shelving units 6-8 weeks
Seating 8-10 weeks
Custom or multi piece orders 12-15 weeks
Lead times are approximate and vary based on many factors such as our build schedules,sales volumes health/ injury, equipment, delays associated with 3rd party vendors, unexpected weather, shipping and customs delays, etc. so if your item doesn't arrive in time as expected, please don't be upset. Just email us for an update and we will provide the details on your order and status.
As of late we have been receiving a number of comments in our feedback about our communication. In any message that I send to you, I indicate that if you would like an update on the progress of your order, just SEND US A CONVO. I do our best to try and update all of our customers but I am VERY BUSY and since I am the one handling all of the emails and also a large portion of the furniture fabrication, most times I can not fit it all into a 12 hour day!
Since most people would much rather have me building their furniture than talking about it, That is what I do. So please, before you freak out, leave negative feedback or contact etsy/paypal, just give us a call or convo me, I am more than happy to update you on the progress and to provide you with an ETA on your order. All I am asking is for trust and patience and in return I will deliver a great piece of furniture that you will cherish for years to come!
We are a small company that is doing our best to keep up with the increasing demand for our designs. Our primary focus is building a quality product that we are proud to send to you and that you will enjoy for many years, when you receive it is secondary, it's our attention to detail and pride in our work that has gotten us where we are today and our customers are the ones we have to thank!
we specify color combinations on our pieces to help you decide on colors and finishes, but all of our pieces can be customized in specific colors, fabrics and finishes, please contact us with your specific needs.
Thank you for your support and understanding and feel free to contact us with any questions
Lunar Lounge Design