LUNA & me Terms & Conditons
It may be beneficial for you to read the Legal Notice below before using the LUNA & me LTD website, sending e-mails to LUNA & me LTD or submitting articles, polls or interacting in any way.
We can ship to virtually anywhere within the UK. Note however that there are restrictions on some geographic locations as outlined below.
- Postcodes: AB, IV, PA (mainland) & PH (mainland): 2 day delivery (shipping Monday-Wednesday only). Shipping calculated either manually or at checkout.
- Postcode BT: Shipping calculated either manually or at checkout.
- Postcode GY: Unable to deliver.
- Postcode IM: Unable to deliver.
- Postcode JE: Unable to deliver.
- Postcode ZE: Unable to deliver.
- Ireland: Unable to deliver.
- Isle of Wight (PO30-PO41): (shipping Monday-Wednesday only).
- Shipping calculated either manually or at checkout.
- Postcodes PA & PH (Islands): Unable to deliver.
If you have any concerns about when your order should be received, please email us. Where our courier system flags up a longer than usual delivery time we will aim to email you.
Please also note that the shipping rates for our products are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram.
In order to give us time to ensure your products are packaged and distributed to the highest standards we request that orders are received by at least 1.00 pm on the day prior to the day of delivery.
Orders received Monday to Thursday before 1pm will be packed and despatched that day for next day delivery via a courier.
Orders received after 1pm will not be processed until the next day.
Orders received after 1pm Thursday, or on Friday, Saturday or Sunday will be processed on Monday for Tuesday delivery, however due to the large quantity of orders we ship on Monday it can take an extra day to arrive.
Please be assured that our packaging will keep our products safe for 3-4 days in transit, so if your order is delayed then there should be no need to worry! If goods are received partially defrosted; this does not affect the quality or safety of the products in anyway and you can safely freeze the products as soon as possible after delivery.
Please note that we do not deliver on Saturday, Sunday, Monday or public holidays such as Good Friday, Christmas Day, Boxing Day and New Year’s Day. Orders received on these days will be despatched on the next available shipping day. If you have any concerns about when your order will be received, please feel free to contact us.
ORDERS FOLLOWING BANK HOLIDAYS CAN TAKE AN EXTRA DAY DUE TO THE HIGHER VOLUME OF PARCELS OUR COURIERS HAVE TO DELIVER.
On rare occasions it is possible that your order will arrive in more than one delivery.
We cannot be held responsible for the non-performance of any aspect of order delivery arising as a result of incorrect information being provided. Therefore, we will not accept responsibility for incorrect postal addresses provided by the customer or consequences of leaving the items where requested. You may be responsible for the cost of delivery and return of the goods in these circumstances.
In addition, if the delivery driver cannot access your safe place (e.g. inside a block of flats when there is no one to open the door) and does not leave the item as a result, we cannot accept any claims if the order is taken back and delivered at a later date or destroyed.
If you do not provide delivery information regarding where you parcel should be left, our couriers will leave without signature as the content is perishable. It is your responsibility to make sure you are in to sign for your parcel if you do not have a place for it to be left. We will not accept liability for missing orders that have been shown to be left by the GPS tracking from our couriers. If you believe your parcel has been stolen you will need to contact your local police to report a theft from your property.
We will not accept responsibility for loss, damage or spoiling of goods if you instruct the delivery company to leave the goods unattended.
We shall not be liable for the non-performance of any aspect of order delivery arising as a result of circumstances beyond our control.
In the unlikely event that your order should fail to arrive on the relevant delivery day please advise us of the fact by e-mail at: firstname.lastname@example.org within a period of 24 hours, providing us with your order number, postcode and delivery date, and we will investigate the reason and respond to you within a further period of 24 hours from receipt of your e-mail. If, as a result of our investigations, we fail to come up with an appropriate reason for non-delivery or are unable to locate a signed proof of delivery document your order will be deemed by us to be ‘lost’. In these circumstances you may either cancel your order and we will refund any amounts paid in full, or we will arrange for delivery of the goods on an alternative date.
We cannot be held liable for any consequential loss whatsoever as result of a product being ‘lost’ or not arriving on time.
For every order placed via our website you will receive an order confirmation, by e-mail, within 24 hours of placing that order with full details of products, prices and delivery details requested on that order. Please do not hesitate to contact us if confirmation is not received within that time frame.
It is important to note, we still make our food by hand in the time honoured tradition and, whilst we always aim for next day delivery, we are unable to guarantee next day delivery.
We will not accept responsibility for our food arriving soft in a two-day delivery zone; when placing an order for a two-day delivery zone please note that replacements cannot be offered for deliveries that arrive within the two-day service as expected.
Click & Collect
Please do not collect your order until you have received order confirmation from us and we have pre-arranged a suitable time for your visit.
Adding items to your order
We will gladly be able to make changes to your order if the request is made before the deadline. Order deadline is approximately 24 hours from the time of delivery. If an add-on order is received past the order deadline we will try to fulfil this request however we cannot guarantee that it is will be delivered with your order. Add-on orders may be subject to additional delivery charges and may incur delivery delays. Please email: email@example.com to request changes.
Changing your delivery date
If you would like your order to be delivered on another date, please notify us: firstname.lastname@example.org and provide customer name, email address, order number, order total and requested delivery date. Requested changes to your delivery date are not guaranteed unless you have received confirmation of your request by our customer care team or by email correspondence.
Website orders can be cancelled at any time up the point that our courier collects the order on the day of despatch. To do this simply email or phone, quoting your order reference number and we’ll refund any monies paid in advance as soon as possible. Please note however, our couriers collect throughout the day so advance notification is advised.
Cancellation of On Repeat orders
On Repeat orders are unable to be cancelled and refund automatically for you.
We give you complete control over your On Repeat orders, to edit order content, billing information, change delivery details, pause and cancel. As well as notification of upcoming orders three days in advance of processing, so cancellation once an order is processed is subject to a £10.00 cancellation fee.
If you would prefer to provide us with a future delivery date, we can hold your order until that date, free of charge. This will give you the time to visit your account and move your next delivery date forward to accommodate this delay.
We are continually looking for ways to improve our service to you so would appreciate feedback on why you feel the need to cancel your order, although you are under no obligation to do so.
If you cancel your order after our courier has collected your order, you must return the goods to us at your own expense and in the original packaging. You must ensure goods are packaged adequately to protect against damage and will arrive at our premises still in a frozen state.
If you fail to return the goods, we can arrange to collect them, and will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
This cancellation policy does not affect your legal rights, for example if goods are faulty or miss-described.
Our courier is instructed to always leave your parcel safe at your address if there is no one home to accept delivery. If necessary, you can specify a safe location (eg in a shed, garage or with a neighbour) when placing your order.
If the courier leaves your item in the safe location you requested or because that location is unsuitable leaves it elsewhere. Then you, the customer are responsible for collecting it from that location.
Changing the delivery date with our courier
Our couriers can change the delivery date of your order, however please note that this is completely at your discretion. Your order will not return to a freezer between leaving our facility and arriving at your address. We are not liable to reship or refund your order if you have changed your delivery date with our courier. Please note that as your goods are perishable, our courier are within their rights to destroy the parcel if not delivered when scheduled by us. We cannot accept any claims where the customer has changed the delivery date.
If you change the delivery address once the goods have been despatched to you, we reserve the right to pass on any extra charges made by our couriers for redirecting your delivery. We and our couriers will do our very best to ensure delivery, however we cannot accept any claims if not delivered to the new address successfully under any circumstances where the change was requested but the customer after ordering.
In the unlikely circumstance our courier have to delay orders due to different reasons such as vans breaking down. If you have been notified about your order being delayed then please contact us email@example.com so that we can track you order and aim to get it out for delivery on your expected delivery date. If we are unable to get it delivered on this day, your order will be with you the following day. Your order will be absolutely fine for 3-4 days in the packaging we provide. If there is anything wrong with your order when it arrives then please notify us as soon as possible. By providing your mobile number with your order, our courier service will be able to give you an update via SMS (text messaging).
You may return any* product within 14 days in the extremely unlikely event that you are dissatisfied with it. However, we insist that the product is unused and has remained frozen since first delivered in order for us to accept any returns. All returns must be sent in the original delivery packaging by next day courier to our address. Upon receipt of any returns in perfect condition we will then process your refund. Please bear in mind that any refund may take up to five days to show in your account. We’ll pay the return shipping costs if the return is a result of our error. *Promotional/Seasonal items excluded (Puppy|Adult|Feline Starter Box|Christmas|LUNAfamily.
Refusal of Delivery
If you refuse delivery we are unable to offer a refund/replacement. Even in the unlikely event that the parcel has been mistreated by the courier we need you to accept it as normal and take photographs of the packaging and content to send to us along with a description showing why the items are unacceptable/unusable, even in these unlikely circumstances there is a high probability that most or at least some of the order is perfectly good to use.
Zero Tolerance Policy
Whilst we are always happy to hear from our customers our customer service team come to work dedicated to making our customers happy and ensuring you have a fantastic experience, and it is important for all members of our team to be treated with respect. We aim to treat our customers courteously at all times and expect you to treat our staff in a similarly respectful way. We take seriously any abusive behaviour against any of our team. If a customer is abusive, they will be asked to stop. If they persist, we may exercise our right to take action to have them removed from our list of customers.
LUNA & me LTD either owns the intellectual property rights in the underlying HTML, text, images, illustrations, audio clips, video clips, software and other content (collectively, the ‘Content’) that is made available to you on this website, or has obtained the permission of the owner of the intellectual property in such Content to use the Content on this website. Except as provided in these Terms, LUNA & me prohibits the redistribution or copying of any Content on this website without its express written permission. LUNA & me LTD hereby authorises you to display on your computer, download and print pages of this website, subject to the following provisions:
(1) the copyright notice appears on all such printouts;
(2) the information will not be altered in any manner; and
(3) the Content is only to be used for personal educational and non-commercial use and will not be redistributed, broadcast or copied to any other media.
LUNA & me LTD: a company registered in England under number 09770541 whose registered office is at North Mills, Bridport, Dorset, DT6 3BE, United Kingdom. 01308 420300. DEFRA APPROVED 11/052/8106 ABP/PTF.
LUNA & me LTD Products may have (hypertext) links to other unaffiliated websites. Linking to such websites is at your own risk.
LUNA & me LTD has not reviewed all of the content of such linked websites and is not responsible for the content of any such linked website. Any (hypertext) links contained on this website shall not be construed as an endorsement by LUNA & me LTD of any such linked website.
You are provided with access to this website in accordance with these Terms and any orders placed by you or on your behalf in respect of any of the Products must be placed strictly in accordance with these Terms.
You warrant that:
- The Personal Information that you are required to provide when you register as a customer of ours is true, accurate, current and complete in all respects; and
- You will notify us by e-mail immediately of any changes to the Personal Information.
- You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
You agree fully to indemnify, defend and hold LUNA & me and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Terms by you or anyone you are responsible for or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or your Personal Information.
Description of Products
Each Product purchased is sold subject to its Product Description which sets out any additional Specific Conditions related to that Product.
Please note that when purchasing LUNA & me variety boxes the content may vary, the extent of which depends on product availability. It is very possible that the contents may not be the same as the previous order.
Changes to your order
With all of our orders, we do note that content may vary, changes are rare, however, to avoid any delivery delays it may be necessary for items to be changed.
We make all of our products in small batches to ensure quality and freshness and do our very best to keep stock at all times. If you would prefer for no changes to be made on future orders, please place a message in the customer notes area on your order.
This may, however, result in a short delivery delay.
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.
Contract creation and electronic contracting
The technical steps required to create the contract between you and us are as follows:
You place the order for your products on the website by pressing the confirm order button at the end of the checkout process.
We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from us.
Order acceptance and the creation of the contract between you and us will take place on the despatch to you of the Products ordered. We may but are not obliged to notify you of our non-acceptance of an order made by you. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Product from this Website whether or not that Product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun. The contract will be concluded in English.
Payment can be made by any of the methods specified in the payment section of this website and payment will be debited and cleared from your account as set out in the payment section of this website. You confirm that the credit, debit or store card that is being used is yours.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.
LUNA & me On Repeat
LUNA & me offers an On Repeat service by which you can set up repeat orders for products at the frequency you choose. Additional terms apply to this service which can be found in our LUNA & me On Repeat FAQ’s. These FAQ’s contain all relevant information relating to the On Repeat service including how you can cancel or amend orders and information on price increases which LUNA & me may implement from time to time.
Managing On Repeat
Please remember it is very important for you to ‘Manage On Repeat’ keeping the information you rely upon for safe delivery of your order up-to-date at all times.
We try whenever possible to assist you in managing your On Repeat account, however, we are unable to make changes on your behalf.
Out of stock items
We do our best to ensure our shop inventory is accurate. If an item is out of stock, you will only be charged for products contained in a given shipment, plus any applicable delivery charges. Please note that items may be substituted in your order with other items selected to avoid a delivery delay. We may contact you to seek further instructions. We do not accept backorders.
Zero Tolerance Policy
Use of profanity, verbal threats and abusive language will not be tolerated and any such behaviour will result in your order being cancelled. This applies to telephone, email and face-to-face communications.
Trademarks & Copyright
LUNA & me is the trademark of LUNA & me LTD. Our recipes and product names are the Intellectual Property of LUNA & me LTD and are not allowed to be reproduced. Our illustrations, images and copy are Intellectual Property of LUNA & me LTD and are not allowed to be reproduced.
Unless otherwise specified, all materials appearing on this site, including text (copy), site design, logos, graphics, icons, illustrations and images as well as the selection, assembly and arrangement thereof, are the sole property of LUNA & me LTD., Copyright © 2014 -, ALL RIGHTS RESERVED.
You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, reproduced, uploaded, posted, transmitted, or distributed in any form by any means without prior written permission. All rights not expressly granted herein are reserved. Any unauthorised use of materials appearing on this site may violate copyright, trademark and other applicable laws that could result in prosecution.
We reserve the right to make change to this site and these conditions at any time.
This website is provided ‘as is’ with all faults, and LUNA & me express no representations or warranties, of any kind related to this website or the material contained on this website. Also, nothing contained on this website shall be interpreted as advising you.
General Data Protection Regulation