Shipping policy

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Shipping Policy

Thank you for shopping with DEXLUNA. This Shipping Policy explains how we process, ship, and deliver orders placed through our store.

Order Processing Time

Orders are usually processed within 1 to 3 business days after payment confirmation.

Processing times may be longer during weekends, public holidays, peak seasons, promotional periods, or due to high order volume.

Business days are Monday to Friday, excluding weekends and public holidays.

Estimated Delivery Time

After your order has been processed and dispatched, the estimated delivery time is 4 to 9 business days.

Delivery times are estimates only and are not guaranteed. Delays may occur due to customs clearance, high shipping volume, incorrect address details, carrier delays, weather conditions, local delivery issues, or other circumstances outside our control.

Total Estimated Time

The total estimated time from order confirmation to delivery is usually 5 to 12 business days, including processing time and estimated shipping time.

Please note that this is an estimated timeframe and may vary depending on the destination country and local delivery conditions.

Shipping Confirmation and Tracking

Once your order has been shipped, you may receive a shipping confirmation email with tracking information if tracking is available for your order.

Please allow some time for the tracking information to update after your order has been dispatched.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout. Please check your full name, phone number, address, city, postal code, and country carefully before placing your order.

We are not responsible for orders delayed, returned, lost, or delivered to the wrong address due to incorrect or incomplete shipping information provided by the customer.

Failed Delivery or Returned Packages

If a package is returned because of an incorrect address, failed delivery attempt, unclaimed package, refusal to accept delivery, or failure to pay customs/import fees, the customer may be responsible for any additional shipping fees required to resend the order.

Original shipping fees are non-refundable unless the issue was caused by an error on our side.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, VAT, or other fees depending on the destination country.

These charges are not included in the product price or shipping cost unless clearly stated at checkout.

Customers are responsible for any customs duties, import taxes, VAT, or additional fees charged by their local authorities. We are not responsible for delays caused by customs processing.

Delayed Orders

If your order is delayed, please contact us at info@dexluna.uk and we will do our best to help you check the status of your shipment.

Delivery delays caused by the carrier, customs, incorrect address information, weather conditions, or other events outside our control do not automatically qualify for a refund while the order is still in transit.

Lost or Missing Packages

If your package appears to be lost or missing, please contact us at info@dexluna.uk so we can review the tracking information and assist you.

If the shipping carrier confirms that the package was lost before delivery, we may offer a replacement or refund depending on the situation.

Delivered but Not Received

If the tracking information shows that your package has been delivered but you have not received it, please check with your household members, neighbours, building reception, or local delivery office first.

Once a package has been marked as delivered by the shipping carrier, we are not responsible for lost or stolen packages. Please make sure your delivery address is safe and secure.

Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible at info@dexluna.uk.

We cannot guarantee changes or cancellations once an order has already been processed, packed, or shipped.

Multiple Packages

In some cases, items from the same order may be shipped separately. This means you may receive more than one package, and each package may arrive at a different time.