Refund Policy

Returns & Exchanges

At Lune Baby, we take great pride in creating personalised keepsakes made especially for your little ones. Because many of our products are custom-made to order, our return policy differs slightly from standard retail items.

We offer a 30-day return period for eligible non-personalised items. This means you have 30 days from the date of receiving your order to request a return.

To be eligible for a return, the item must:

• Be unused and in its original condition
• Be returned in its original packaging
• Include proof of purchase

Please note that personalised, customised, or made-to-order products cannot be returned, exchanged, or cancelled once production has started, unless the item arrives damaged, defective, or incorrect due to our error.

Personalised Items

As each personalised product is created specifically for you, we are unable to accept returns, exchanges, or cancellations for:

• Incorrect spelling submitted by the customer
• Incorrect dates, initials, or names entered during checkout
• Customer preference changes after production has begun

We kindly ask customers to carefully review all personalisation details before placing an order.

Hygiene & Safety Products

For hygiene reasons, we are unable to accept returns on sealed items that have been opened after delivery unless the item is faulty, damaged, or not as described.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible and ideally within 48 hours of delivery so we can resolve the issue promptly.

To help us assess the issue, please provide:

• A photo of the outside of the parcel
• A photo of the opened parcel showing the contents and packaging
• Clear close-up photographs of the damage or fault

Send all information to:

lunebaby.uk@gmail.com

We will review your claim and provide a suitable resolution as quickly as possible.

Returns Beyond 30 Days

If an issue develops after the initial 30-day period but within six months of purchase, please contact us.

Depending on the circumstances, we may offer:

• A replacement
• A repair
• Replacement parts
• An alternative solution where appropriate

Please note that certain costs, such as postage for replacement parts, may apply.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to the original payment method used at checkout.

Please note that processing times vary between banks and payment providers, and it may take several business days for funds to appear in your account.

Incorrect Delivery Information

Customers are responsible for ensuring that all shipping and personalisation information provided at checkout is accurate and complete.

If an order is returned to us because:

• An incorrect or incomplete delivery address was provided
• Delivery was refused
• The parcel was not collected from the carrier

We cannot offer refunds on personalised or custom-made products.

If you would like the order to be shipped again, additional postage charges will apply.

Product Appearance

We make every effort to display our products as accurately as possible.

However, please note that colours, embroidery placement, and product appearance may vary slightly due to:

• Screen settings
• Photography lighting
• Handmade and personalised production processes

 

Contact Us

If you have any questions regarding your order, returns, or refunds, we’d love to help.

📧 Email: lunebaby.uk@gmail.com

Thank you for supporting Lune Baby and choosing our personalised keepsakes for your special moments.