shipping & returns
O R D E R C O N F I R M A T I O N
as soon as you place your order you will receive an order confirmation e-mail. this means that we have received your order in our system. if your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.
S H I P P I N G
all products are handcrafted. typically orders will ship within 2-4 business days, however there may be longer lead times during holidays or sales.
we are not responsible for packages that are stolen or lost once they have been scanned by the carrier. if a package has been marked "delivered" but has not been received by the recipient, it generally shows up 3-4 days later with USPS.
route protection plan is now available. this is automatically added to your order for a small fee, and you can choose to keep it or remove it from your cart. the plan covers you in case your package is lost/stolen/damaged during transit, and allows you to track the location of your package on a live map. more info about the coverage here. by de-selecting this protection, you are taking responsibility for your package in case of the event it becomes lost/stolen or damaged.
all packages that are attempted to be delivered and waiting at your local post office/UPS are also in your care and you are responsible for retrieving the package, paying duties/tax if it applies.
any packages that are returned to use due to an insufficient address provided by the customer, we are happy to reship it out but shipping charges will apply.
I N T E R N A T I O N A L S H I P P I N G
all duties/taxes/fees are calculated at checkout based on the customer's country, products and retail cost through a provided software. if the fees are greater than what we can foresee, please be aware those fees are the responsibility of the customer to pay upon the delivery of the package.
you are always welcome to check with Fedex, UPS or USPS before placing your order.
for all international returns/refusal of package please see below "returns + refunds" to see what is acceptable. shipping charges are non-refundable and the customer will be responsible for shipping any items back as well as any other applicable fees that UPS/FEDEX/USPS may charge due to the return the shipment, customs fees, etc.
R E T U R N S + R E F U N D S
any unopened and unused product can be returned within 14 days of receiving your product, shipping charges will apply. please email : firstname.lastname@example.org. otherwise because these products are handcrafted and a great deal of time goes into each and every one of them, all sales are final. ***for this reason, we offer 2 OZ. TRIAL SIZE BOTTLES and recommend to start here for any first time users!
once your products arrive, please fully inspect them. if you notice any damages please file a claim with Route .
once product has arrived safely to you, the product is now in your care. under luna is not responsible for bottles breaking. please treat all products (especially the glass bottles) carefully and store them in safe places to avoid any breakage. it is recommended to place all shampoos and conditioners on the floor of the shower or bath or just outside the tub on the ground, to ensure everyone's safety.