My items has arrived damaged, what do I do?
First of all, we are very sorry to hear that your item hasn’t arrived in the same condition it left us in. All of our products are checked for any signs of damage before they leave our warehouse. However, sometimes items will be damaged in transit. If this happens, please take a photo of the damage and send it to us (email@example.com).
Larger items will be shipped by DHL on a pallet so you will need to be there to receive the delivery.
For any other queries please contact me at firstname.lastname@example.org to tell us.
Unfortunately we can accept no responsibility for items that have been damaged in transit.
My item doesn’t look exactly like it did in the photo?
Every item created and sold by Le Lune is handcrafted. The rattan and teak furniture that we sell here is not a mass produced product, each item has been carefully and lovingly handcrafted by our team in Indonesia.
The very nature of rattan means there may be some small imperfections that make it unique. It is normal to see some colour differences within rattan, the rattan used in our designs has a golden colour to it and is very durable. Rattan can also have a slightly rough texture although this will soften over time or you may find a slight symmetry imbalance, these are all part of the charm of a hand made rattan piece.
Also, because we avoid the use of glue, we rarely use the wraps on the joins you commonly see on rattan furniture, these were invented to cover the joins of the item. So you may notice the joins on the furniture more and sometimes with the use of non-toxic wood filler. That’s because everything is made by hand using traditional tools and we only use a natural finish non toxic varnish. We feel it gives the items a rustic, authentic charm.
I have placed an order on your website, when can I expect delivery?
Once an order is placed on our website you will be notified by email with an estimated delivery time. If for any reason you have not received an email confirmation then please message us at: email@example.com
All in stock items will be shipped within 7 business days for UK customers, as standard. Orders for items that are out of stock will be notified by email with an estimated delivery.
How can I return my item?
If you wish to return an item then please ensure you return it to us within 14 days of receiving it and send us an email notifying us. Refunds or replacements will only be processed if we have received evidence (a photo is sufficient) of the fault or damage within 24hrs.
Any items that have been damaged in transit will need to be taken up with the courier directly as we accept no responsibility for the item once it leaves our warehouse. Normally they are pretty vigilant but to prevent this we recommend you email us to ask for extra insurance cover.