Shipping policy
Last updated: 9 August 2026
Thank you for shopping with Luna Dot. This Shipping Policy explains where we deliver, our processing times, shipping charges and what to do if there is a delivery issue.
Shipping destinations
We currently deliver to addresses within New Zealand only. We do not currently offer international shipping.
Order processing
Orders are normally processed and dispatched within 2–4 business days after payment has been successfully received.
Business days are Monday to Friday, excluding New Zealand public holidays.
During product launches, promotional periods, public holidays or other particularly busy periods, processing may take slightly longer. If there is a significant delay affecting your order, we will contact you using the email address provided at checkout.
Shipping rates
All shipping charges are displayed in New Zealand dollars.
Standard tracked shipping is NZ$6.99 for orders under NZ$50.
Free standard tracked shipping is available on orders of NZ$50 or more.
An additional NZ$6 rural delivery surcharge applies to rural addresses.
The free-shipping threshold is calculated using the order subtotal after any discounts have been applied and before shipping charges are added.
The rural delivery surcharge applies to rural addresses even when an order qualifies for free standard shipping.
If an address is identified as rural by our delivery provider, the rural delivery charge must be paid before the order can be dispatched.
Tracking
All Luna Dot orders are sent using a tracked delivery service.
Once your order has been dispatched, tracking information will be sent to the email address provided at checkout. Please allow some time for the tracking information to become active after receiving the dispatch confirmation.
Delivery timeframes
Delivery timeframes shown by the courier are estimates and begin after your order has been dispatched.
Actual delivery times may be affected by rural delivery schedules, courier network delays, severe weather, public holidays, incorrect address information or other circumstances outside our reasonable control.
Luna Dot remains responsible for meeting its obligations under applicable New Zealand consumer law.
Delivery addresses
Please provide a complete and accurate delivery address when placing your order.
Before completing checkout, please check the recipient name, street address, suburb, city, postcode and rural delivery number, if applicable.
If you notice an address error, contact us as soon as possible at info.lunadot@gmail.com.
We will try to update the address if the order has not yet been processed or dispatched, but we cannot guarantee that changes will be possible.
If an order is returned to us because the address provided was incorrect or incomplete, the recipient was unavailable, or the parcel was not collected, reasonable redelivery charges may apply.
Delayed or missing orders
If your order has not arrived within the expected delivery timeframe, please first check the tracking information provided.
If the tracking has not updated for an unusual period or you believe the parcel may be lost, contact us at info.lunadot@gmail.com with your order number. We will investigate the delivery with the courier and provide an appropriate solution.
Courier investigations may take several business days to complete.
Orders marked as delivered
If tracking shows that your parcel has been delivered but you cannot locate it, please check around the delivery location and any safe-drop areas, ask other members of your household, check with neighbours where appropriate, and confirm that the delivery address on your order is correct.
If the parcel still cannot be located, contact us promptly at info.lunadot@gmail.com so we can raise an enquiry with the courier.
Items damaged during delivery
Please inspect your order when it arrives.
If an item has been damaged during delivery, contact us as soon as reasonably possible at info.lunadot@gmail.com. Please include your order number, a description of the issue, clear photographs of the damaged item, and photographs of the parcel and packaging.
We will assess the issue and provide an appropriate remedy in accordance with our Return and Refund Policy and applicable New Zealand consumer law.
Incorrect or incomplete orders
If you receive the wrong item or an item is missing from your order, please contact us at info.lunadot@gmail.com with your order number and photographs of the items received.
We will review the issue and arrange an appropriate solution.
Changes to this Shipping Policy
We may update this Shipping Policy from time to time to reflect changes to our delivery services, shipping rates or business practices.
The shipping rates and terms displayed at the time an order is placed will apply to that order.
Contact us
If you have any questions about shipping or need assistance with an order, please contact us by email at info.lunadot@gmail.com.
Luna Dot Ltd
Trading as Luna Dot
Website: https://lunadot.co.nz