Delivery time and shipping
What is the delivery time/cost & where do we deliver?
When you have placed an order you want to receive your order as soon as possible. We will do our best to make sure this happens. For those items we have on stock, the following will be applied:
- If you place your order on working days before 14h30, we guarantee that your order is processed and shipped the same day.
- When you place your order after 14h30, it will be processed and shipped next working day.
- When you place your order on Friday after 14h30, Saturday or Sunday? Then this will be processed and shipped on Monday.
We ship our orders with the courier service DPD, DHL or UPS to Germany, the Netherlands, Belgium, France and Austria (delivery time: 1-3 working days). Shipments to EU countries are free.
How can I trace my order?
Your order can be tracked using the tracking link of the courier that will be sent by email as soon as your order has been shipped by Luna Cookware. The tracking code is activated as soon as we send the package.
How can I return something?
You are entitled to withdraw from the agreement within a period of 14 days without notification. The cancellation period will expire after 14 days from the day on which you acquire, or a third party apart from the carrier and indicated by you acquires, physical possession of the last good.
In order to exercise the right of withdrawal, you must announce the return within 14 days after arrival of your package via e-mail (firstname.lastname@example.org) or via our contact form.
Make sure that your returned articles are complete and not damaged. Items should be returned in the original packaging if possible. If the original package is not useable anymore, we ask you to pack the article with care in a packing of equal value as the original. Do not write in any case any text on the packing and do not paste stickers or sticky tape on it (with the exception of the return form). We ask you to pack the items to be returned in a package to prevent damage during transport. The return shipment must always be sent to us with sufficient postage. We advise you to use the same return channel as the delivery (DPD, DHL or UPS).
Please note: You bear the risk for return. We therefore advise you to send the package by registered mail and to keep the proof of shipment. If you send the package by registered mail, you can claim any missing items from your carrier. Parcels that are not sufficiently stamped will be refused by us.
The right of withdrawal is excluded if the product shows damage as a result of:
- Improper use of the product
- Normal wear and tear of the product
- Non-compliance with the maintenance instructions
- Product discoloration due to cleaning in the dishwasher
- Product damage due to drops or impact
- Product damage due to transport
- Improper product storage
- Loose bottoms, perforations of the walls and damage caused by the use of corrosive/aggressive products
We preserve the right to refuse the returned items or to reimburse. This can be the case when an item has been damaged.
I have received a damaged item, what should I do?
Unfortunately, it is possible that an item doesn’t reach you in perfect condition. Would you like to return an item or change it because of a production error or damage? If you have received a damaged product, contact us as soon as possible. First you must immediately notify the delivery person of this damage – if possible – and you must contact us within 24 hours. Also in this case it is important that the product is not used. In this case, please send a photo of the damage including an explanation to email@example.com within 24 hours. We will discuss with you what the best solution will be. We would like to emphasize that we don’t accept returned items without prior consultation with us. We always check whether the problem can be solved before it is labelled as damaged.
Where can I send my return shipment?
In order to return products, contact us beforehand by email firstname.lastname@example.org or via our contact form. You will be informed via e-mail about the further procedure. This differs per application and we can only process it individually. We would like to advise you to always present you return shipment at a DPD / DHL Parcel shop or UPS if DPD / DHL is not available. You will receive a shipping receipt of your return shipment. On the basis of this, your return can always be traced, if it gets lost. We are not responsible for lost packages which are not sent properly.
When can I return at the latest?
You have 14 days to cancel your order and return your products. Products can only be returned in absolute new condition. In the event of damage or traces of use, Luna Cookware has the right to partially or not reimburse the product. You are personally liable for the depreciation.