SHIPPING & DELIVERY POLICY

At Lua & Solis, we want you to know what to expect from the moment you place your order until your jewellery reaches you.

Please read the information below before completing your purchase.

ORDER CONFIRMATION

Once your order has been successfully placed, you will receive an order confirmation at the email address provided during checkout.

Please review your order details carefully, particularly your name and delivery address.

If you notice an error, contact us as soon as possible.

ORDER PROCESSING

After an order is placed, it enters our fulfilment process.

During this stage, the order is prepared and submitted for dispatch.

Please note that processing time is separate from delivery time.

Orders placed during weekends, public holidays or particularly busy periods may require additional processing time.

Once fulfilment has begun, we cannot guarantee that changes or cancellations can still be made.

DELIVERY TIMES

Delivery times vary depending on the product, fulfilment location, destination and delivery carrier.

Any delivery timeframe communicated to you should be considered an estimate unless we have expressly confirmed a guaranteed delivery date.

We recommend allowing additional time during particularly busy periods such as Christmas, public holidays or periods of significant carrier disruption.

In accordance with applicable UK distance-selling rules, unless another delivery period has been agreed with you, goods should be delivered without undue delay and within the legally applicable timeframe.

TRACKING YOUR ORDER

Where tracking is available, tracking details will be sent to the email address associated with your order after your parcel has been processed for shipment.

Please allow some time for the carrier's tracking system to activate after the tracking information has been issued.

Tracking information may not update continuously while the parcel is moving between logistics facilities.

Temporary gaps between tracking events are therefore possible.

MULTIPLE PARCELS

If your order contains more than one item, the pieces may occasionally be fulfilled separately.

As a result:

Items from the same order may arrive in separate parcels.
Parcels may have different tracking numbers.
Parcels may arrive on different days.

If one item arrives before another, this does not necessarily mean that part of your order is missing.

You will not be charged additional shipping costs because we have chosen to split your order into multiple parcels.

DELIVERY DELAYS

Although we aim for every order to arrive within its estimated delivery period, events outside our immediate control can occasionally affect delivery.

These may include:

Carrier delays
Customs processing
Severe weather
Public holidays
High seasonal parcel volumes
Transport disruption
Incorrect or incomplete delivery information

If your parcel is significantly delayed, please contact us with your order number so we can investigate.

DELIVERY ADDRESSES

Customers are responsible for providing a complete and accurate delivery address during checkout.

Please check:

Recipient name
House or flat number
Street
Town or city
Postcode
Country

If you notice an error after placing your order, contact us immediately.

We will try to amend the address where possible, but once the order has entered fulfilment or been dispatched, we cannot guarantee that the delivery address can be changed.

FAILED OR UNDELIVERABLE DELIVERY

If a parcel cannot be delivered because the delivery information provided was incorrect or incomplete, or because the carrier was unable to complete delivery, please contact us.

Any available solution will depend on the parcel's status and the circumstances of the failed delivery.

Please do not place a second order for the same item until we have investigated the first shipment.

TRACKING SHOWS DELIVERED, BUT I CANNOT FIND MY PARCEL

If your tracking information shows the parcel as delivered but you cannot locate it, we recommend first:

Checking around your property and any designated safe place.
Asking other members of your household.
Checking with neighbours where appropriate.
Reviewing any delivery photograph or information supplied by the carrier.

If you still cannot locate the parcel, contact us as soon as possible with your order number and tracking details so we can investigate.

LOST PARCELS

We will investigate the matter with the relevant fulfilment and delivery providers and provide an appropriate resolution in accordance with your consumer rights.

We will not ask you to resolve a confirmed lost shipment directly with our supplier.

DAMAGED PARCELS

If your parcel or jewellery arrives damaged, please contact us as soon as reasonably possible.

Please provide:

Your order number
Clear photographs of the jewellery
Clear photographs of the packaging
A brief description of the problem

Please keep the item and its packaging until we have reviewed your case.

CUSTOMS, DUTIES AND TAXES

The treatment of taxes, import charges and customs requirements can depend on the destination, order value and applicable regulations.

Where taxes or charges are required to be collected during checkout, these should be handled in accordance with the applicable rules.

If you have a question about charges associated with a particular order, please contact us before placing your order.

QUESTIONS ABOUT YOUR DELIVERY

If you need help with an existing shipment, contact:

supportluaesolis@gmail.com

Please include:

Your full name
Order number
Email address used for the order
A short description of the issue

This will help us locate your order and assist you more efficiently.