Terms and Conditions
Orders & Payments
- Prices listed online are inclusive of 8% GST.
- Your order will only be confirmed when a confirmation email is sent to you.
- When payment is not received, orders will not be processed.
- For advanced orders, cancellations and changes to orders require a minimum of 3 days’ notice (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.
- Strictly no cancellations or amendments for orders made less than 3 days, also applies for orders placed today for next day.
- 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.
- We offer a Standard Delivery service operated between 12 pm to 7 pm every day, and Delivery within fixed 3-Hour Timeslots (11am-2pm / 2pm-5pm / 5pm-8pm). We cannot accommodate specific delivery timing requests (e.g. at 1.30pm, before 3pm, after 6pm); kindly note that such requests written in our online order forms will be voided without prior notice. Alternatively, you may opt for self-collection and arrange your own courier service to pick up your order from our outlets during store opening hours and deliver it to you.
- 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 our central kitchen at the end of the day. You may make your own arrangement to pick up from there.
- 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.