Shipping policy
Shipping Policy
Production Time
All items sold by Art Luna are made to order. Production begins after your order is placed.
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Production time varies by product and is listed on each product page.
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Because items are custom-made, orders cannot be canceled once production has started.
Shipping Time
Shipping times are estimates and begin after production is complete.
Delivery times may vary based on:
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Destination
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Carrier delays
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Seasonal volume or weather conditions
Art Luna is not responsible for delays caused by shipping carriers or circumstances beyond our control.
Shipping Carriers
We ship orders using reputable third-party carriers. Tracking information will be provided once your order ships.
Incorrect Address
Customers are responsible for providing an accurate shipping address at checkout.
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Orders returned due to incorrect or incomplete addresses may require additional shipping fees to be reshipped.
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We are not responsible for lost packages due to incorrect address information provided by the customer.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery and include:
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Order number
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Clear photos of the item and packaging
Eligible cases may qualify for an exchange or replacement.
Exchanges & Return Shipping
Because all items are made to order, we do not offer refunds.
Important:
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Customers are responsible for all return shipping costs for exchanges
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We do not provide prepaid return or exchange shipping labels
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Original shipping fees are non-refundable
Lost or Delayed Packages
Once an order has been handed over to the shipping carrier, responsibility transfers to the carrier.
We will assist in filing a carrier inquiry when applicable but cannot guarantee replacement or refund for carrier-related issues.
International Orders
International orders may be subject to customs duties, taxes, or fees. These charges are the responsibility of the customer and are not included in product or shipping prices.