SHIPPING POLICY

Effective Date: March 2026

Thank you for shopping with Luano Home. We are committed to getting your lighting and home décor delivered to you safely and efficiently. Please read our Shipping Policy carefully so you know what to expect after placing your order.

1. Order Processing & Dispatch

Once your order is placed and payment is confirmed, we will begin processing your order as quickly as possible.

Standard Dispatch Time: Most orders are dispatched within 72 hours (3 business days) of order confirmation.

Business Days: Monday to Friday, excluding public holidays.

Order Confirmation: You will receive an email confirmation once your order is placed, and a further notification when your order has been dispatched.

Please note that dispatch times are estimates and may vary during peak periods, sales events, or due to circumstances beyond our control. We will always endeavour to keep you informed of any delays.

2. Subject to Stock Availability

All orders are subject to product availability at the time of dispatch. While we strive to keep our inventory up to date, stock levels can change. In the event that an item in your order is temporarily out of stock or unavailable:

• We will notify you by email as soon as possible.
• You will be given the option to wait for the item to become available, substitute with an alternative product, or receive a full refund for the unavailable item.
• If your order contains multiple items, available items may be dispatched first while unavailable items follow separately, at no additional shipping cost to you.

3. Special Order Items

What Are Special Order Items?

Certain products in our range are classified as Special Order items. These may include made-to-order pieces, items sourced directly from suppliers, or products not held in our regular warehouse stock. Special Order items will be clearly identified on the product page prior to purchase.

Dispatch of Special Order Items

Special Order items are dispatched as soon as they become available from our supplier. Lead times will vary by product and will be indicated on the product listing where possible. By placing an order for a Special Order item, you acknowledge and accept that:

• Dispatch may occur at a later date than standard in-stock items.
• We will keep you updated by email on the expected availability and dispatch timeline.
• In rare cases where a Special Order item becomes indefinitely unavailable, we will notify you and issue a full refund.

If your order contains both standard and Special Order items, we may ship them separately. You will not be charged additional shipping for split shipments originating from the same order.

4. Shipping Methods & Carriers

We work with reputable courier and postal services to deliver your order. The shipping methods available to you will be displayed at checkout based on your delivery address and the items in your order.

Shipping options may include standard delivery and express delivery where available. Estimated delivery timeframes are provided by our carriers and are not guaranteed. Luano Home is not responsible for carrier delays once an order has been dispatched.

5. Shipping Costs

Shipping costs are calculated at checkout based on your delivery address, the size and weight of your order, and the selected shipping method. The total shipping cost will be clearly displayed before you complete your purchase.

We occasionally offer free shipping promotions. Any applicable free shipping thresholds or promotional codes will be displayed on our website and applied automatically or via coupon at checkout.

6. Delivery Address & Failed Deliveries

It is your responsibility to ensure that the delivery address entered at checkout is accurate and complete. Luano Home cannot be held responsible for orders delivered to an incorrect address provided by the customer.

If a delivery attempt is unsuccessful, the carrier will typically leave a notification card or attempt redelivery. If an order is returned to us due to an incorrect address, refused delivery, or failure to collect, we will contact you to arrange redelivery. Additional shipping costs may apply.

7. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your parcel with the relevant carrier. Tracking information may take up to 24 hours to update after dispatch.

If you have not received a dispatch confirmation within the expected processing window, or if your tracking information is not updating, please contact us at hello@luanohome.com and we will investigate promptly.

8. Damaged or Lost in Transit

We take great care in packaging your items securely. However, if your order arrives damaged, please:

• Contact us within 48 hours of delivery at hello@luanohome.com.
• Include your order number, a description of the damage, and clear photographs of the item and packaging.

If your order appears to be lost in transit and tracking shows no movement for an extended period, please contact us and we will liaise with the carrier on your behalf. We will offer a replacement or refund where a loss is confirmed.

9. International Shipping

We do not offer International shipping

10. Contact Us

If you have any questions about your order or our Shipping Policy, our team is happy to help:

Email: hello@luanohome.com

Website: www.luanohome.com

Response Time: We aim to respond to all enquiries within 1–2 business days.

Luano Home  ·  Shipping Policy  ·  Last updated: March 2026  ·  www.luanohome.com