Shipping & Delivery Policy

At Lunella, we want every order to arrive safely, discreetly, and as quickly as possible. This Shipping & Delivery Policy explains how we process, pack, and deliver orders within South Africa.

Order Processing

Orders are processed during normal business days, Monday to Friday, excluding weekends and public holidays.

Once your payment has been successfully confirmed, we will begin preparing your order for dispatch.

Our standard order processing time is 1–2 business days. During busy periods, product launches, sales, or public holidays, processing may take slightly longer.

Delivery Areas

Lunella currently delivers within South Africa.

We deliver to most major cities, towns, and surrounding areas. Delivery to remote or outlying areas may take longer depending on courier availability.

At this stage, we do not offer international shipping.

Delivery Timeframes

Estimated delivery timeframes are:

Major cities and main centres: 2–5 business days
Regional or outlying areas: 3–7 business days

These timeframes are estimates only. While we do our best to ensure orders arrive on time, delays may happen due to courier schedules, high order volumes, incorrect delivery details, weather conditions, public holidays, or circumstances outside our control.

Delivery Fees

Delivery fees will be shown at checkout before you complete your order.

From time to time, Lunella may offer free delivery promotions. Any free delivery offer will be clearly displayed on our website and may be subject to specific terms, minimum order values, or promotional periods.

Order Tracking

Once your order has been dispatched, you may receive tracking details by email, SMS, or WhatsApp, depending on the courier service used.

Please allow some time for tracking information to update after your parcel has been collected by the courier.

Delivery Address

Customers are responsible for providing the correct delivery address, contact number, and delivery details at checkout.

Please make sure your address is complete and accurate, including your street address, suburb, city or town, province, postal code, and contact number.

Lunella will not be responsible for delays or failed deliveries caused by incorrect, incomplete, or outdated delivery information provided by the customer.

If you notice a mistake in your delivery details after placing an order, please contact us as soon as possible. We will do our best to assist before the order is dispatched.

Failed Deliveries

If the courier is unable to deliver your parcel because no one is available, the address is incorrect, or the customer cannot be reached, the courier may attempt redelivery or return the parcel to us.

If an order is returned to Lunella due to incorrect delivery information or failed delivery attempts, the customer may be required to pay an additional delivery fee for the order to be resent.

Lost or Delayed Parcels

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number.

We will investigate with the courier and do our best to resolve the matter as quickly as possible.

If a parcel is confirmed lost by the courier, Lunella may arrange a replacement or refund, depending on the situation and product availability.

Damaged Parcels

If your parcel arrives damaged, please contact us within 48 hours of delivery.

To help us resolve the issue, please include your order number, photos of the damaged parcel, photos of the damaged product if applicable, and a short description of the issue.

We will review the matter and assist with a suitable solution where appropriate.

Discreet Packaging

Lunella understands the personal nature of feminine wellness and self-care products.

Orders are packed with care and discretion. Where possible, our packaging is kept simple and respectful, without unnecessary product details displayed on the outside of the parcel.

Public Holidays and Busy Periods

Delivery may take longer during public holidays, festive seasons, major sales, courier delays, or high-demand periods.

We appreciate your patience during these times and will do our best to keep customers informed if there are major delays.

Contact Us

For delivery questions, tracking assistance, or order support, please contact us:

Email: support@lunella.co.za
WhatsApp: +27 69 735 7149
Facebook: https://www.facebook.com/share/1LTM4NsFcA/?mibextid=wwXIfr
Instagram: https://www.instagram.com/lunella.za
TikTok: https://www.tiktok.com/@lunella_za

Business: Lunella
Country: South Africa