Shipping Policy

At LuminaLuna, we take immense pride in our streamlined "Vertical Studio" logistics. Every bespoke curtain and textile product is hand-crafted to your unique specifications and delivered directly to your doorstep. We handle the complexities of international logistics so you can enjoy a seamless design experience.

1. Delivery Timeline: Crafting & Transit

Because each LuminaLuna item is instantly tailored to your requirements, our delivery process consists of two distinct phases:

A. Processing Time (The Tailoring Phase)

• Standard Business Days: 7–10 Business Days.

• Peak Season / Holiday Sales: 15–25 Business Days.

• Note: During this phase, our master tailors select, cut, and sew your fabric. Each order undergoes a 3-point Quality Control (QC) inspection before dispatch.

B. Shipping Time (The Transit Phase)

• United States & Canada: 7–12 Business Days via our premium DDP Express Line.

• Fabric Swatches: 3–7 Business Days via USPS or DHL eCommerce.

C. Total Estimated Delivery

• Typically, 95% of our bespoke orders arrive within 14–22 Business Days (2–3 Weeks) from order confirmation.

• Holiday & CNY Notice: Please note that delivery times may be extended by up to 30 business days during the Lunar New Year period (January/February) and major US holiday seasons.

2. Shipping Fees & Rate Structure

We offer a transparent pricing model with no hidden surcharges at checkout. Shipping rates are calculated based on the Total Order Value:

• Orders $250.00 and above: FREE Standard Shipping (All-inclusive DDP).

• Orders under $250.00:$19.99 Flat Rate Shipping.

• Fabric Swatches & Sample Booklets: $8.99 Flat Rate.

• Expedited Express Shipping: Available for select items. Please contact our concierge team at support@luminalunastudio.com for a custom quote and eligibility based on your order requirements.

3. The LuminaLuna DDP Guarantee (Duties & Taxes)

For all orders bound for the United States, we operate on a DDP (Delivered Duty Paid) basis.

• No Extra Charges: LuminaLuna LLC assumes all responsibility for import duties, customs clearance fees, and local taxes.

• Final Price: The total displayed at checkout is your final price. You will never be asked by a carrier or customs office to pay additional fees to receive your package.

4. Trusted Shipping Carriers

We select the most reputable carriers based on your location and package weight to ensure smooth delivery:

• Custom Orders: Shipped via UPS, FedEx, or DHL Express.

• Signature Requirement: To protect your investment, high-value orders (typically exceeding $800) may require a recipient signature upon delivery. We cannot waive this for secure bespoke items.

• Swatches: Delivered via USPS or DHL eCommerce directly to your mailbox.

5. Tracking Your Order

Once your order is picked up by the carrier from our distribution hub, you will receive an automated Shipping Confirmation Email with a tracking number.

• Status Updates: For tailored items, there is often a 3-5 day period while the package clears customs before the first domestic (UPS/FedEx) scan appears. This is a standard part of the DDP process.

• You may monitor your progress directly on the carrier’s official website.

6. Address & Shipping Restrictions

• No P.O. Boxes: We can deliver fabric swatches to P.O. Boxes. However, we cannot ship custom curtains, hardware, or large bespoke items to P.O. Boxes, APO, FPO, or DPO addresses.

• Redirects: Address changes are only supported within 24 hours of order placement. Once tailoring has commenced or the package is in the possession of the carrier, we cannot modify the destination.

7. Worry-Free Purchase: Damage & Loss

Every LuminaLuna shipment is fully insured to provide you with total peace of mind. While we meticulously inspect every bespoke item before dispatch, damage or loss may occasionally occur during transit. If your order is affected, please follow these steps:

Step 1: Document the Issue
Immediately take high-resolution photos or videos showing the external condition of the shipping box (including the shipping label) and the specific damage to the product itself.

Step 2: Contact the Carrier
To initiate an official insurance claim, you must report the issue to the respective carrier within 48 hours of delivery:

• FedEx: 1-800-GO-FEDEX (1-800-463-3339)

• UPS: 1-800-PICK-UPS (1-800-742-5877)

• DHL Express: 1-800-CALL-DHL (1-800-225-5345)

• SF Express (North America): 1-855-901-1133

Step 3: Notify Our Concierge Team
Once you have contacted the carrier, email us at support@luminalunastudio.com with your Order ID, the carrier's claim number (if provided), and your photos.

Resolution Policy:
Upon verification of damage or loss by the carrier, we will prioritize a Free Remake of your bespoke items. Please note that as our products are custom-tailored to your unique specifications, we provide high-priority replacements rather than monetary refunds for transit-related issues.