FAQ

Have a question? Below you'll find answers to the most common inquiries. If you can’t find what you’re looking for, feel free to reach out to us at info@lunbury.com

Shipping & Delivery

1. What is your shipping policy?

We offer free shipping on all orders within the United Kingdom. Each item is carefully packed and handled to ensure it reaches you safely and on time.

2. Do you deliver to collection points or pickup lockers?

Currently, we deliver only to the shipping address provided at checkout. Delivery to collection points or lockers is not available at this time.

3. What are your delivery times?

Orders placed by 6:00 PM (GMT), Monday–Friday, are prepared for dispatch within 1–2 business days.
Once shipped, delivery typically takes 5–7 business days depending on your location.
During peak periods, total delivery time may extend to 6–9 business days.

4. How can I track my order?

Once your order has been shipped, you’ll receive an email confirmation with a tracking number.
You can monitor your package anytime on our Order Tracking page.

5. Which shipping partners do you use?

We work exclusively with trusted U.K. couriers, including:

  • Royal Mail
  • DHL

These partners ensure your order arrives safely and on time.

6. What if my package hasn’t arrived or is lost?

If your order hasn’t arrived within the expected timeframe, first check your tracking details.
Still no update? Contact us at info@lunbury.com.
If your parcel is confirmed lost, we’ll resend your order or issue a full refund — whichever you prefer.

7. What if my item arrives damaged or broken?

We’re truly sorry if that happens. Please email info@lunbury.com within 7 days of receiving your order.
Include your order number and clear photos of the damaged item and packaging.
We’ll arrange a replacement or full refund right away.

Refunds & Returns

8. How do I return an item?

If you’re not completely satisfied, email info@lunbury.com within 30 days of receiving your order.
Items must be unused, in original condition, and include all tags and packaging.
Refunds are processed once we receive and inspect your returned item.

9. How long does it take to process a refund?

Refunds are issued within 7 business days after the returned item is received and approved.
You’ll receive a confirmation email once your refund is processed.

10. Who pays for the return shipping costs?

  • If the item is damaged, incorrect, or faulty: Lunbury covers all return shipping costs.
  • If you change your mind: The return shipping cost is your responsibility.

Please contact info@lunbury.com before sending any return.

Privacy

11. How do you protect my privacy?

We take your privacy seriously. All transactions and personal data are protected with SSL encryption, and we never store credit card details. Your information is used solely to process your order securely.

12. Will my data be shared with third parties?

No. We do not sell, trade, or share your personal data with third parties.
Your information is used only for order fulfillment and customer support.
For more details, visit our Privacy Policy.

Payments

13. What payment methods do you accept?

We accept the following secure payment methods:

  • Visa
  • Mastercard
  • American Express
  • Maestro
  • Apple Pay
  • Google Pay

14. What currency are payments processed in?

All transactions are processed in GBP (£).
If you’re shopping from outside the U.K., your bank may apply conversion fees or its own exchange rate.

15. Are my payments secure?

Absolutely. All transactions are protected by SSL (Secure Socket Layer) encryption to keep your data safe and confidential.

16. How will I know if my payment was successful?

After a successful payment, you’ll receive an order confirmation email.
If you don’t see it, please check your spam folder or contact us at info@lunbury.com.

17. What should I do if my payment is declined?

Double-check your card details, billing address, and available funds.
If the problem persists, contact your bank or card provider, or reach out to us at info@lunbury.com — we’ll be happy to help.

Contact Information:

Store Name: Lunbury
Address: 9 Bolton Street, London, W1J 8BJ, United Kingdom
Email: info@lunbury.com
Phone: +447520637846

Contact form: Contact page

We thrive to respond within 24 hours during our opening hours.

Business name: Lunbury
Address: 9 Bolton Street, London, W1J 8BJ, United Kingdom

Customer service available hours

Operating Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT+1 London)
Operating Hours (Saturday to Sunday):
10:00 AM to 16:00 PM (GMT+1 London)