FAQ - Shipping & Order confirmation
What delivery service does Lunae Sparkling use?
We ship all orders with Australia Post.
How long until I get my delivery?
C’mon. I want it. Give it to me. We know that excitement of waiting for a special package so get things out the door as fast as we can. After that, it’s up to Australia Post. Normally it takes 3-5 business days for metro deliveries, or 5-10 for regional. If you’re on a mountain top in the lands of faraway, maybe give it that little bit extra (and enjoy smelling the flowers and fresh air while you patiently wait). If things are taking wayyyy too long, check the next FAQ for tracking options.
What if your delivery has taken longer than the dates suggested above?
Please reach out to firstname.lastname@example.org Provided the goods weren't on pre-order as explained below, there is a possibility that something has happened to your precious cargo. Due to the nature of glass bottles, if care isn't taken breakages can occur. There tends to be a delay in the message getting back to us, so please reach out and we will investigate and resend a replacement.
What do I do if there is a breakage in my delivery?
Firstly, you should never receive a carton with a breakage. Our freight providers are instructed not to deliver if a breakage has occurred, so we can send a replacement. Please let us know if this does happen customerservice@Lunaeparkling.com
Your order will be replaced and our freight forwarder will be given a written warning.
How do I track my package?
You should have received a tracking link in your order confirmation email which you can click to check on progress. It will take you to the Australia Post website and show an ETA (that’s estimated time of arrival, not excellent tasty aperitif). If you’re wanting to chase things up, there is information on there to get in touch direct. If there’s simply no tracking info, send us an email with your order number and we’ll see what we can do to chase things up on our end.
What are Lunae Sparkling shipping costs?
Shipping costs are now included in every delivery. We didn't want to discriminate based on where you live in Australia.
It was a big change as glass bottles are both fragile and heavy in comparison to sending floral dresses or frilly knickers (the ones I just got in the mail are amazing by the way. CUTE!). Hopefully we’ve absorbed enough to make it more accessible, so that you can enjoy your high vibe sips.
Do you ship internationally?
We currently deliver anywhere within Australia. Stay tuned for expansion internationally! Our postal unicorn will soon have air clearance.
I’m having trouble placing an order. Who can help me?
Please get in touch with our customer care team at email@example.com and they will help you out.
Can I return my order?
At Lunae Sparkling we stand behind the products we sell and hope that you are more than satisfied with your goods. All products are intended for consumption are non-refundable and we do not accept returns.
Can I do a mixed case?
Not right now sorry, but we will do our best to add this option in the future. From time to time we might do limited release mix cases,so keep an eye on socials and the website.
Something’s missing from my order?
So sorry for the inconvenience. Please send an email to firstname.lastname@example.org include your order number, photos if relevant and our customer care team will be in touch.
The product I want is sold out and on pre-order. What does this mean?
Because of the limited nature of Lunae Sparkling we may experience short periods of some stock being unavailable through our website. Generally, we will have another moon-cycle manufacture planned with those products online for pre order.
A pre-order is a confirmed order for product that has not yet been released, so you get first dibs. It also means your order will be shipped straight from the release date. Hooray Lunae Sparkling tingling your lips sooner.
If one of the items you would like to order is out of stock and there is no pre-order scheduled, please keep an eye on our social media for updates.
Can I buy a sample of Lunae Sparkling before I buy a case?
Right now, because of our warehousing and distribution structure we can only ship a minimum of 1 case (12 bottles) of Lunae Sparkling. We are working on a sample pack for the future.
In the meantime, please see our stockist/brand partner list to find the location of Lunae Sparkling available to purchase in smaller quantities via one of our stockists.
I’ve place my order, but my shipping details are incorrect. How can I change my details?
Please email email@example.com immediately with your order number, and the correct details and we will try to fix up your details before it is dispatched.
Has my order gone through successfully?
Once your order has been placed, you’ll get a confirmation email with details of your order and an order number. If you have been charged for an order but haven’t received a confirmation email, get in touch with our customer care team customerservice@Lunaesparkling.com just in case you have accidently added an incorrect email address.
Please ensure you have checked your junk mail folder first.
Can I change my order once it’s been placed?
Unfortunately, we are unable to add items once your order has been placed. If you wish you to exchange or remove an item in your order please email through your order number, and the details of what you’d like changed, to customerservice@Lunaesparkling.com Our customer care team will then try to fix this up before your order has been dispatched.
What payment types does Lunae Sparkling accept online?
Lunae Sparkling accepts all major credit cards, PayPal, After Pay or credit card using Visa, Mastercard or Amex.
Is my personal information kept safe with Lunae Sparkling?
Lunae Sparkling takes a number of measures to prevent fraudulent use of credit cards and other online payment systems. If you believe your card has been used for a purchase with Lunae Sparkling without your permission, please email is customerservice@Lunaesparkling.com
I’d like to stock Lunae Sparkling in my cafe or restaurant, who do I contact about wholesale?
It’s lovely to know you have such fabulous taste. Click on this link and fill in the information about your business, and someone will be in touch to chat beautiful hydration with you shortly.