top of page

SHIPPING & RETURNS

SHIPPING POLICY

Carrier: Australia Post. All parcels include tracking.

​

Processing

  • Dispatch time: 2–4 business days.

  • Peak & live-pack orders: allow 5–7 business days.

​

Simple flat rates (Standard)

  • Small (AusPost small satchel / light orders): $9.95

  • Medium (bulkier or multiple items): $15.00

  • Large (heavy/large orders): $20.00

Free Standard Shipping on orders $150+ (after discounts, before shipping).
Some premium boxes may include free Express—if applicable, it auto-applies at checkout.

​

Tracking & delivery

  • Tracking link emailed when lodged with AusPost.

  • If Authority to Leave is selected, loss/theft after delivery scan isn’t covered.

  • Signature/Extra Cover can be arranged—email contact@lunaloomcreations.com before dispatch.

​

Address changes & combining orders

​

Packaging

  • Crystals are individually wrapped and cushioned in sturdy cartons to minimise breakage.

​

Damaged, missing or lost items

  • Damaged on arrival: email within 48 hours with photos of the outer box, inner packaging, and item(s). We’ll assess for replacement, credit, or refund per our Returns Policy.

  • Missing parcels: we’ll lodge an AusPost enquiry. Resolution follows AusPost’s outcome.

  • We can’t replace items shipped to an incorrect address entered at checkout.

​

PO Boxes, Parcel Lockers & remote

  • We ship to PO Boxes and Parcel Lockers. Remote areas may take longer.

​

International

  • Not available yet.

RETURN & EXCHANGE POLICY

Last updated: 1 December 2025

​

We want you to love your order. If something isn’t right, we’ll make it right in line with the Australian Consumer Law (ACL).

​

Consumer Guarantees (your rights under the ACL)

You’re entitled to a repair, replacement or refund if an item:

  • is faulty or damaged on arrival,

  • is misdescribed (e.g., wrong material/size/quantity than stated), or

  • isn’t fit for the purpose we said it would be.

 

These rights apply to full-price and discounted items. We’ll cover reasonable return postage for approved ACL claims.

​

2) Natural Variations (not faults)

Crystals are natural and may show inclusions, veils, tiny pits, color zoning, minor surface texture or saw/cut lines. These natural characteristics are expected and not considered faults unless we have misrepresented the item.

​

3) Mystery & “Draw” Formats

  • Lunar Draws (Moon/Sun/Fairy) & Mystery Boxes are curated, randomised experiences. Variations in style, size and selection are part of the format and not grounds for return.

  • We guarantee fair value and accurate product type descriptions (e.g., “includes one tower”); if your box/draw is missing a promised category or clearly misdescribed, contact us and we’ll fix it.

​

4) Change-of-Mind

We don’t offer refunds for change-of-mind (including preferences about color/shape once revealed). Where approved at our discretion, we may offer store credit; return postage is at your cost and the item must be unused and in original packaging.

​

5) Damaged or Incorrect Items

  • Notify us within 48 hours of delivery: email contact@lunaloomcreations.com with your order number, a brief description, and clear photos of (1) the outer carton/label, (2) inner packaging, and (3) the item(s).

  • Keep all packaging until we confirm next steps.

  • Once approved, we’ll provide a prepaid label or reimburse reasonable return costs, and then replace, credit, or refund per the ACL.

​

6) Returns Window & Condition

  • For ACL issues (faulty/misdescribed), contact us within 30 days of delivery.

  • Items must be returned with all components and original packaging where possible, and packed to prevent transit damage.

​

7) Refunds Processing

  • Approved refunds go to your original payment method.

  • Banks/Afterpay/PayPal may take 3–10 business days to post funds.

  • We’ll email you as soon as your refund is issued.

​

8) Shipping & Risk

  • If you select Authority to Leave, risk passes once the parcel is scanned as delivered. Loss/theft after delivery isn’t covered.

  • For change-of-mind returns (if approved), shipping is non-refundable.

  • For ACL refunds on faulty/misdescribed items, we’ll refund the product and the original standard shipping where required.

​

9) Non-returnable Items (except where faulty/misdescribed)

  • Free gifts, bonus items, or promotional “Spellbound Scoop” trinket assortments once opened,

  • Custom notes or personalised inserts,

  • Gift cards.

​

10) How to Start a Return

  1. Email contact@lunaloomcreations.com with subject RETURN REQUEST – Order #______.

  2. Include photos and a short description of the issue.

  3. We’ll assess within 2–3 business days and reply with next steps.

If you’re ever unsure whether your situation is covered, email us—we’ll help quickly and fairly.

bottom of page