Shipping and Handling
All Urbanlune candle products are one of a kind, and therefore can take time to be created after the initial order has been placed.
Order fulfilment can take 24-48 business hours after the payment has cleared. We cannot guarantee this timeframe as there can be unforeseen circumstances that delay your order that are beyond our control, such as delayed payment or insufficient stock to fulfil the order. In the event that the order is delayed, we aim to email you as soon as possible to keep you up to date with your order.
Delivery costs will be charged in addition to products upon checkout. This includes payment for postage and all materials used in protection of your products while they are being sent to you. An additional price for shipping may be added for first class, express, or signed parcels, please note this in checkout. We may refuse the right to send your order if information given is incorrect.
Parcels will be left unattended at the delivery address, unless stated otherwise in the notes section, prior to the order being placed. UrbanLune and Couriers hold no responsibility for goods left unattended at a delivery address, when the parcel is marked to leave with neighbour or by the door. We do not deliver to PO Boxes, locked bags or parcel lockers and deliveries are not made on weekends or public holidays within both origin and destination countries.
While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
All parcels are sent standard via second class postage via Royal Mail.
Contact us via email at firstname.lastname@example.org or through our contact page
United Kingdom & Ireland: 2-3 business days (processing time)
+ 3-5 business days postage
Rest of the World: 2 - 3 business days (processing time)
+ 5-7 (Up to 14) business days shipping
Royal Mail advises if your parcel is lost, they will not check up on it for 20 business days AFTER it was posted.
If you harass us regarding your parcel and do not treat us with respect, we will stop replying to your messages. We have the right to not be treated with disrespect. We have done everything in our power to make your parcel safe and arrive properly to your home, however its the responsibility of the mail service (not UrbanLune) to make sure your parcel arrives safe and as beautiful as it was when it was dispatched. there are circumstances where its beyond our control.
We will not cover the cost for something that is not the fault of UrbanLune. If you are concerned for your parcel, please purchase extra coverage for your parcel.