Last updated: October 22, 2025

 

This Delivery & Refunds Policy explains how orders are processed, shipped, and handled in the event of returns or refunds. It applies to all purchases made through luna-tique.net, operated by LUNATIQUE UNICORN LTD, 5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN.

 

1. Shipping Destinations

 

1.1 We proudly offer worldwide shipping. Orders are processed from our distribution partners and shipped to most international destinations. If your country cannot be served, you will be notified at checkout before completing payment.

 

2. Order Processing Time

 

2.1 Orders are typically processed within 1–2 business days after payment confirmation.
2.2 Processing times may be longer during weekends, public holidays, or promotional periods.

 

3. Shipping Rates

 

3.1 The shipping rates are as follows:

 

Region	Shipping Type	Cost
United Kingdom	Flat Rate	6.99 EUR
United Kingdom	Free Shipping (orders ≥ 200 EUR)	FREE
Europe	Flat Rate	7.99 EUR
Rest of the World	Flat Rate	14.99 EUR

 

3.2 All prices are displayed in EUR and automatically converted to your selected currency at checkout.

 

4. Delivery Timeframes

 

4.1 Estimated delivery times vary depending on your location and customs processing:

• United Kingdom & Europe: approximately 3–7 business days
  
• International (outside Europe): approximately 7–14 business days
  
  

4.2 Delivery times are estimates only and may vary due to courier delays, customs inspections, or other external factors.

4.3 Once your order has shipped, you will receive an email confirmation containing your order number. If you need assistance or believe something has gone wrong with your delivery, please contact our support team and include your order number for quick help.

 

5. Discreet Packaging

 

5.1 All orders are shipped in plain, unmarked packaging. There are no logos, product names, or branding visible on the exterior of the package.
5.2 We prioritize your privacy, so the contents of the package are not disclosed in any way.

 

6. Accuracy of Delivery Information

 

6.1 Please ensure that your shipping address is complete and accurate before submitting your order.
6.2 We are not responsible for lost, delayed, or returned parcels due to incorrect or incomplete address details provided by the customer.

 

7. Delivery Attempts and Undeliverable Packages

 

7.1 If the courier is unable to deliver your parcel and it is returned to us, we will contact you to arrange redelivery.
7.2 Additional shipping costs may apply for re-shipment.
7.3 If you refuse delivery without contacting our support team first, we reserve the right to deduct return shipping and handling fees from any refund issued (if applicable).

 

8. Customs, Taxes & Import Duties

 

8.1 International orders may be subject to customs duties, import taxes, or local handling fees depending on your country’s regulations.
8.2 These charges are not included in the product price and are the customer’s responsibility.
8.3 We are not liable for delays or additional costs caused by customs procedures.
8.4 If your order is returned to us by customs or local postal authorities, we may refund only the product cost (excluding shipping fees).

 

9. External Delays (Force Majeure)

 

9.1 We are not responsible for delays or failures to perform due to events beyond our control, including natural disasters, pandemics, strikes, or transport disruptions.

 

10. Order Support & Communication

 

10.1 If your order has not arrived within the expected timeframe, please email [email protected] and include your order number.
10.2 Our support team typically responds within 1–3 business days. Please provide a clear description of the issue to help us assist you efficiently.

 

11. Returns & Refunds

 

11.1 Due to the intimate nature of our products, we maintain strict hygiene and safety standards.

 

11.1.1 Non-Returnable Items

11.1.1.1 For hygiene reasons, we cannot accept returns or exchanges for opened, unsealed, or used items – including toys, lubricants, and tablets.
11.1.1.2 Once the packaging is opened, the item is considered used and cannot be returned.

 

11.1.2 Damaged, Defective, or Incorrect Items

11.1.2.1 If a product arrives damaged, defective, or incorrect, contact us within 14 days of delivery at [email protected].
11.1.2.2 Please include:

• Your order number
  
• A brief description of the issue
  
• Photographic or video proof of the damage or defect

11.1.2.3 After reviewing your claim, we will offer either a replacement or a full refund via your original payment method.

 

11.1.3 Return Shipping

11.1.3.1 If a return is approved (for defective or incorrect items), we will provide instructions and, where appropriate, a prepaid shipping label.
11.1.3.2 Returned items must be securely packaged and remain in a hygienic condition during transit.

 

11.1.4 Refund Method & Processing Time

11.1.4.1 Approved refunds will be issued within 5–10 business days after we receive and inspect the returned item.
11.1.4.2 Refunds are always made via the same payment method and currency used for the original purchase.
11.1.4.3 We are not responsible for bank fees or currency-conversion differences that may occur during refund processing.

 

11.1.5 Refund Exclusions

11.1.5.1 We do not refund:

• Shipping fees (except when an item is defective or incorrectly sent)
  
• Orders refused at delivery without prior communication
  
• Orders confiscated by customs or returned due to import restrictions
  
  

12. Lost or Missing Packages

 

12.1 If your package appears lost or undelivered, please contact us within 7 days of the delivery notification.
12.2 We will investigate the issue with our shipping partners.
12.3 We cannot refund or replace orders confirmed as successfully delivered unless a verified delivery error occurred.

 

13. Cancellation Policy

 

13.1 Orders are processed quickly to ensure fast shipping.
13.2 If you wish to cancel or modify your order, please contact us immediately after purchase.
13.3 Once an order has been shipped, it can no longer be cancelled or changed.

 

14. No Guarantee of Delivery Dates

 

14.1 All delivery times are estimates only.
14.2 We cannot guarantee specific delivery dates and are not liable for indirect losses or inconvenience caused by delivery delays.

 

15. Acknowledgment of Policy

 

15.1 By placing an order on luna-tique.net, you acknowledge that you have read, understood, and agreed to the terms of this Delivery & Refunds Policy.

 

16. Contact Us

 

For any questions regarding delivery, shipping, or refunds, please contact our customer care team:

[email protected]
LUNATIQUE UNICORN LTD
5 South Charlotte Street, Edinburgh, Scotland, EH2 4AN