Shipping policy

Delivery

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: hello@lunaandme.com within a period of 48 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 48 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.