Terms and Conditions
Orders & Payments
- Your order will only be confirmed when a confirmation email is sent to you.
- When payment is not received, orders will not be processed.
- Cancellations and changes to orders require a 3 day lead time (e.g. If you have ordered for Saturday, please let us know by Tuesday 2359 Hours). Email us at firstname.lastname@example.org with your invoice number for cancellation/change requests.
- For any urgent requests, please reach out via WhatsApp Message.
Refunds & Cancellations
- For refunds or cancellations, please contact us at email@example.com with your invoice number 3 days before the fulfillment date. We will cancel your order and process your refund in 3 working days. Refunds will be done via PAYNOW.
- Deliveries of LUNA products are handled by independent or external couriers.
- The delivery window is 12 pm to 7 pm every day, and we cannot accommodate specific times due to (1). Alternatively, you can opt for self-collection when filling up the order form (kindly note self-collection is available during only store hours or you can arrange your own courier service).
- Please ensure sender and recipient are both informed about the delivery, and someone is available to receive the package. All contact numbers should be current and available as the courier may get in touch with either party (if necessary) during delivery.
- We are not liable for any cake damages/replacements should the customer allows the delivery man to leave the cake outside.
- In the event of an unsuccessful delivery, your order will be sent back to the store at the end of the day. The collection will be available from 6 pm onwards. Kindly see our daily operating hours for more information.
- We reserve the right to dispose of uncollected cakes at the end of the day without offering a refund. A replacement cake will also not be offered.