Frequently Asked Questions
- Can I change or cancel an order?
- When will my order be shipped?
- What are item prefixes?
- General Shipping and Insurance Policies
- What method of shipping do you employ?
- What is your return policy?
- What methods of payment do you accept?
- Do you have Live Chat?
- Do you charge sales tax?
- Are your Luna B. Tees Preshrunk?
Can I Change or Cancel my Order?
Because orders are immediately sent to our many designers, neither on line orders or phone orders may be changed or canceled once payment is received. Once an order is placed, it is considered in production, and cannot be changed; please make certain all your information is accurate and confirmed, prior to submitting.
When will my order be shipped?
Because we employ top designers and companies to make and ship some of our merchandise, there are different time frames for shipping, depending on the designer. If you need an order in less than the time listed in our item description, please contact us to be sure we can meet your needs, prior to purchasing the item. We will do our very best to accommodate you, but cannot change or cancel an order once submitted. Please do not pay for a RUSH order WITHOUT CONFIRMING; there are no refunds for orders not confirmed, that you think are being rushed. We have RUSH options available at checkout, for CONFIRMED ORDERS. In the event that we decide to change an order that you submitted, there will be a 10% charge. For your convenience, we have LIVE CHAT available M-F from 9:00 a.m. - 5:30 p.m. est.
What are Item Prefixes?
Item prefixes are the letters that precede the name of the item in the URL title. Please see the list below for approximate shipping times for these prefixes. Some items ship sooner. For hand-painted items, please refer to the listing description. These items must be completely dry prior to shipping.
Item Prefixes: CC, CJ, GFYN, GTB, LB, MC, WSK take approximately 7-10 days to customize and time to ship; some items ship sooner. We work extremely hard to get your order processed within 2-3 business days. Personalized items are processed individually, therefore, these items can take a little longer to complete. For this reason, we have added processing time notes to the product descriptions for these personalized items. On average, most packages will be completed and arrive to you within 7-10 business days, depending upon your location. If any of the products you have placed on your order are on back order status, we will notify you by telephone or e-mail. If you have any questions, or need an item sooner than stated, please feel free to contact us via email or LIVE CHAT. We will do everything possible to accommodate you; RUSH charges may apply and are optional at checkout.
Items prefix: CSG - Classy Sassy Girls - these fancy dresses take 3 weeks for completion and shipping. There are no express options available.
Item prefixes: BBA, FWB, LAG, MLB, PL, PST, TTB - these custom made outfits require two-three weeks for completion and additional time for shipping. RUSH + Express options are available; but you must confirm the date needed prior to purchasing to be sure we can meet your needs; RUSH charges will apply.
Item Tutu: These tutu skirts and dresses require 3-4 weeks for completion; RUSH processing is available.
Items prefix: LG - these items are hand-painted and require additional time for drying prior to shipping. Please allow three weeks for these items.
Item prefix: Liliputian: - orders take between 5-10 business days to complete (generally less) and time for shipping. RUSH options available, please contact us; we will do our best to accommodate you.
Item prefix: LL - Koozies normally take between two and three weeks for completion and shipping. If you need an order rushed, please contact us; we will do our best to accommodate your needs.
Item prefix: - Luna B. Tees (LBT)
Please read carefully:
Luna B. Tee Orders Luna B. Tee orders take 2-3 weeks to customize and ship. If you need an order before the normal 2-3 week turn around time, you must choose one of the RUSH shipping options, see below; there are no exceptions for these items. We cannot honor "requests" on orders for shipping due dates if the RUSH shipping option has not been chosen and paid for. Once an order is placed and payment received, we cannot issue a refund or change the shipping method.
Luna B. Tee - RUSH PRIORITY OPTION: The Luna B. Tee Rush + Priority Shipping moves production up to 4 business days (from two weeks) and then shipped UPS Ground, which takes 2-3 business days (not guaranteed). The charge includes a $5.00 RUSH fee per shirt.
Luna B. Tee - RUSH EXPRESS OPTION: This option moves production time from two weeks to 4 business days and is then shipped via EXPRESS MAIL (GUARANTEED 1-2 BUSINESS DAYS, depending on location).
Item Prefix: Monkey Toes Shoes - in stock shoes generally ship within 3-5 business days.
Item Prefix: Olive Kids: Olive Kids products ship in approximately two weeks from the date the order is placed.
Item Prefix: Pip Squeakers Shoes:
Pip Squeakers Shoe orders will be shipped USPS PRIORITY MAIL within 2 business days and take an additional 2-4 days for delivery, depending on your location.
From time to time, our delivery carriers do experience problems with delivering a package. For the best results, we suggest the following:
SHIP TO A BUSINESS ADDRESS INSTEAD OF A RESIDENTIAL ADDRESS
- Business locations are generally delivered earlier in the day.
- Business locations are generally more secure than a residential location.
- Business locations generally have a person who signs for the package, thus leaving a paper trail.
- Business locations accept packages so your shipment is inside a building and you don't have to worry about weather elements such as rain, heat, etc..
- Make sure you include the company name and "in care of" (c/o) your name so the business knows to accept the package.
FOR RESIDENTIAL ADDRESSES
- Make sure you include your complete address.
- Please start looking for your package around the estimated delivery date.
- If you know your address is hard to locate, please ship to a business, friend, or relative's address that is easier to locate.
- Rural locations sometimes take longer to deliver.
- If shipping to an address other than your own, please include "in care of" (c/o) the homeowners name on the package.
- Make sure you have a mail receptacle
FOR APARTMENTS OR GATED COMMUNITIES
- Make sure you include your complete address.
- Most carriers deliver to the Leasing Office instead of your doorstep.
- Always check with your Leasing Office around the estimated delivery date (Please refer to your order confirmation for this date).
- If you name is not on the lease, please include "in care of" (c/o) the lease holders name on the package.
- If you do not have a Leasing Office on site and you live in a secure building where you must have a key or code to enter, DO NOT have your order shipped to this location.
** Please note: We cannot be responsible for missing or lost packages when the above guidelines are not followed. Additional shipping charges will be incurred for orders that are returned to us due to invalid information.
What method of shipping do you employ?
The method of shipment is determined by the destination location and item shipped.
*Please note: Once we turn your item over to the Shipping agency, Luna Belle Boutique is not responsible for delivery time or loss of a package. We cannot accept liability if the shipper doesn't deliver within the allotted, guaranteed time. Refunds will not be issued for items not delivered within the specified time frame. If we tell you we will ship Express, guaranteed 1 to 2 days, that's the means we will provide. Whether it arrives at your destination on time or not, is the responsibility of the delivering agency, not Luna Belle Boutique. All claims must be taken up with said agent, using the tracking provided.
What is your return policy?
We want our customers to be 100% satisfied with our products, and we strive to offer only the highest quality workmanship and designers. If we make a mistake, we will gladly exchange the item for the correct one. Please read our policies carefully.
- Due to the custom nature of most of our products, we cannot accept returns or exchanges or returns on items, unless we are at fault. This includes wrong personalization, or an incorrect item.
- Please be sure you have the correct size, color, and personalization before submitting your order.
- Luna Belle Boutique offers size charts from our designers to assist you in selecting the correct size; however, we are not responsible for your ordering or receiving an incorrect size.
- If there is a problem or defect (incorrect spelling, color, or we made the wrong size) please contact us within 24 hours of receipt of the order. We will gladly exchange it for the correct item.
- Items that are free from defects and made as ordered, are not returnable. If you are unsure of how something is made, please contact us prior to purchasing. We will not exchange or refund an item, because you think it should have been made differently; that is an opinion not a defect or flaw. If you have special needs, we will do our best to accommodate your needs.
- No refunds or exchanges will be given for items that "aren't what you thought they would be".
- Due to the delicate nature of many of our handcrafted items, no refund or exchanges will be given for an item due to wear and tear.
- We carefully inspect each and every item before shipping to be sure you receive the highest quality product.
- "Delivered" merchandise cannot be canceled, refused delivery, returned to sender, refunded, or filed as a charge back.
- Luna Belle Boutique reserves the right to change any of the above policies and procedures at any time without prior notice.
Pip Squeakers Shoes Returns/Exchange Policy
For exchanges and returns, please email us, within 7 days of receipt, to obtain a Return Authorization number. Once we receive your Request, the RA# and instructions will be emailed to you.
We carefully inspect each and every item before shipping to ensure the quality of your purchase. Refunds or exchanges will not be issued on worn or damaged items. Products must be in their original undamaged packaging, otherwise a $1.00 per pair restocking fee will be charged.
Return and exchange requests should be made within 7 days of receipt. Postage expenses to return an item and to re-ship a new item, will be your responsibility. Returns for exchange must include a check for the appropriate shipping charges, which will be emailed to you at the time the RMA is requested.
What methods of payment do you accept?
For your convenience, we accept Visa, Mastercard, American Express and Discover through Paypal's secure website. You do not need a Paypal account to make your purchase via a credit card. If you have a Paypal account, you can make your payment directly through Paypal, if you prefer.
Why Paypal? Paypal makes your payment process easy and secure. Your credit card number and payment information is processed through a secure website to ensure that your data is protected; we do not store credit card numbers. For more information, please visit them at www.paypal.com. We also accept phone orders, if you prefer placing your order via telephone; 478-227-5820. You can place your order M-F 9:00 a.m. - 5:00 p.m.
Do you have LIVE CHAT?
For your convenience, we have LIVE CHAT available to help you with any questions you may have concerning your order. If you have a question or concern, please contact us via email, which is answered in a timely manner. If you prefer to speak with someone, we can be reached at 478-227-5820 Monday through Friday 10:00 a.m. - 6:00 p.m. If you receive a recording, we are on the line with another customer, leave your name, number, and a brief message and we will call you back.
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