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SHIPPING & RETURNS

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SHIPPING POLICY

 

This policy explains how your order is shipped, delivered, and handled, as well as our returns and refund conditions. By purchasing from Luna Loom Creations, you agree to the terms outlined below.

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1. Processing Times

 

All orders are processed within:

  • 2–5 business days (standard processing)

  • 3–7 business days during busy periods, product launches, or holidays

  • TikTok Live Sale orders follow a weekly cycle (see Section 11)

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Processing refers to the time needed to prepare and package your order.
It does not include shipping transit times.

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2. Shipping Rates (Australia-Wide)

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All parcels are shipped via Australia Post through our integrated fulfilment system.

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Standard Shipping (Based on Order Total)

  • $10 — Small Orders

  • $15 — Medium Orders

  • $20 — Large Orders

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Free Shipping

  • FREE Standard Shipping for orders over $150
    (Order total must be over $150 after discounts)

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Express Shipping Upgrade

Available at checkout based on Australia Post’s live Express rates.

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3. Delivery Times

 

All parcels are delivered through Australia Post.

Estimated delivery:

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  • Standard: 3–10 business days

  • Express: 1–3 business days (metro), 2–5 business days (regional)

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Delivery times may vary due to:

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  • Weather

  • Public holidays

  • Courier delays

  • Remote area processing

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These delays are outside our control.

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4. Tracking

 

You will receive a tracking number once your order has been shipped. Tracking may take 24–48 hours to update after lodgement.

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5. Address Accuracy

 

Please ensure your shipping information is correct.


We are not responsible for orders delivered to an incorrect address supplied at checkout.

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If you entered the wrong address, contact us immediately. Changes cannot be guaranteed if your order has already been shipped.

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6. Packaging & Handling

 

All crystals are individually wrapped and securely packaged for safe transit.
We use combinations of:

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  • Bubble wrap

  • Protective padding

  • Sturdy mailing boxes

  • Fragile handling labels

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We take great care, but once the parcel is lodged, transit conditions are outside our control.

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7. Lost or Missing Parcels

 

If tracking shows “Delivered” but you cannot locate your parcel:

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  1. Check safe-drop areas

  2. Check with household members

  3. Contact your local post office

  4. Lodge a Missing Parcel Enquiry with Australia Post here

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We cannot refund or replace parcels marked as Delivered, unless the carrier confirms loss.

If a parcel is confirmed lost by the carrier, we will assist in arranging compensation or a replacement (if stock is available).

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RETURNS, REFUNDS & EXCHANGES

 

1. Change-of-Mind Policy

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We do not accept returns or refunds for change of mind.


Crystals are unique natural products and may contain variations or imperfections that are not considered faults.

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2. Damaged or Faulty Items

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If your item arrives damaged:

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You must notify us within 48 hours with:

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  1. Your order number

  2. Clear photos of the damaged item

  3. Photos of the packaging and shipping label

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Eligible outcomes may include:

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  • Refund

  • Store credit

  • Replacement (if stock exists)

 

Minor surface marks, natural inclusions, veining, uneven colouring, or tiny chips typical of crystals are not considered damage.

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3. Incorrect or Missing Items

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If something is missing or incorrect, contact us within 48 hours with photos.
We will:

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  • Send the correct item

  • Provide store credit

  • Or arrange another suitable resolution

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4. Returns Shipping

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Returns (where accepted) must be:

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  • Approved before sending

  • Returned in original condition

  • Shipped with protective packaging

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Return shipping costs are the customer’s responsibility unless the error was ours.

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5. Non-Refundable Items

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The following are final sale:

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  • Mystery Boxes

  • Capsule Pulls

  • Sale items

  • Seconds items

  • Custom bundles

  • Items purchased during live streams

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These cannot be returned or refunded unless significantly damaged.

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TIK TOK LIVE SALE ORDERS​

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When purchasing during our TikTok Live Streams, you agree to the following system:

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Claiming Items

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  • Comment the item’s code to claim

  • First comment appearing on our screen receives the item

  • Items are placed into your weekly basket

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Weekly Basket System

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  • Baskets run Monday → Sunday.

  • Baskets close every Sunday night

  • Checkout links are sent Sunday night / Monday morning

  • Customers have 72 hours to complete checkout

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Non-Payment

 

If payment is not received within 72 hours:

  • Your basket expires

  • Items return to stock

  • Repeated non-payment may result in being blocked from future live sales

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VIP Open Boxes

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  • Selected repeat customers may be offered a VIP Open Box, which allows:

  • Holding a basket across multiple weeks

  • Weekly payments

  • Requesting ship-out anytime

  • Priority packing

  • VIP access is granted at Luna Loom Creations’ discretion and may be revoked for non-payment or prolonged inactivity.

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CONTACT US


Email: contact@lunaloomcreations.com.au
 

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