Shipping policy

Shipping Policy

Last updated: June 2026

Lua Baby offers safe and reliable delivery in the United Kingdom, Europe and worldwide. This policy explains our shipping rules, delivery timeframes and how we handle possible logistics issues.

  1. DELIVERY AREAS

We ship to:

United Kingdom: 7 to 15 business days.

European Union: 7 to 15 business days.

Rest of the world: 10 to 20 business days.

Important: Delivery timeframes are counted from the date the package is dispatched, after the processing and logistics preparation period.

  1. SHIPPING COSTS

We offer completely free shipping on all orders, regardless of the order value or destination country.

No hidden fees at checkout.

No minimum order value.

Free shipping to the United Kingdom, Europe and the rest of the world.

  1. ORDER PREPARATION AND DISPATCH

Preparation time:

Orders are carefully processed, sorted and prepared within 1 to 3 business days.

All packages are prepared with special care and strict quality control.

After the order is dispatched from our logistics centre, you will receive an automatic shipping confirmation email.

Process steps:

Order placed on our website.

Payment confirmation by email.

Order preparation and sorting: 1 to 3 business days.

Dispatch and handover to our shipping partner.

Tracking number sent to the customer.

Final delivery to the recipient’s address.

  1. SHIPPING CARRIERS

We work with reliable, modern and international logistics partners, including Royal Mail, Evri, DPD, GLS and other local and international delivery partners.

The carrier is assigned automatically by our logistics system based on:

The exact delivery location.

Service availability in the region.

The fastest and safest route for the product.

  1. ORDER TRACKING

After the product is dispatched from our distribution centre:

You will receive an email with your tracking number within 3 to 5 business days.

You will be able to follow your order’s journey.

The tracking link and transit updates will be available through the responsible carrier’s website.

How to track your order:

Click directly on the tracking link sent to your email.

Or visit the official website of the indicated carrier and enter your tracking code to view the current location and estimated delivery date.

  1. DETAILED DELIVERY TIMEFRAME TABLE

Delivery Area: United Kingdom
Preparation Time: 1 to 3 business days
Transit Time: 7 to 15 business days
Estimated Total Time: 8 to 18 business days

Delivery Area: European Union
Preparation Time: 1 to 3 business days
Transit Time: 7 to 15 business days
Estimated Total Time: 8 to 18 business days

Delivery Area: Rest of the World
Preparation Time: 1 to 3 business days
Transit Time: 10 to 20 business days
Estimated Total Time: 11 to 23 business days

Note: The timeframes above are estimates and may vary due to national or local holidays, adverse weather conditions, transport strikes or strict customs checks for international shipments.

  1. DELIVERY ADDRESS

Important rules:

You must provide a complete, clear and fully correct delivery address at checkout.

Please make sure to include the house number, apartment, block or floor, if applicable.

Please enter the correct postcode for your location.

Address changes:

You may request a delivery address change within 24 hours after placing your order.

Contact us immediately at: infoluababy@gmail.com.

Once the order has been dispatched and collected by the carrier, we are unable to make any changes or redirect the delivery route.

  1. UNDELIVERED OR DELAYED ORDERS

If your order is not delivered within the maximum estimated timeframe:

Check the latest status using the tracking code provided.

Please allow up to 48 business hours, as the delay may be caused by a technical update or temporary carrier delay in your area.

If the delay continues, contact us at infoluababy@gmail.com and include your order number.

If the order is confirmed as permanently lost by the logistics operator, Lua Baby will offer you the choice of:

Option 1: A full refund to the original payment method.

Option 2: A completely new replacement product sent at no extra cost.

  1. DAMAGED PACKAGE

If your package arrives visibly damaged or opened during transport:

Take immediate photographs of the external packaging before and during opening.

Contact our support team within 24 hours after receiving the order at: infoluababy@gmail.com.

Send the images and your order number as proof so we can activate the transport claim and proceed with a refund or fast replacement of the item.

  1. MISSING ITEM

If you open your order and notice that an item is missing compared with your checkout:

Carefully check the entire inside of the protective packaging.

Take a clear photograph of the contents received and the shipping label attached to the box or bag.

Send a message to infoluababy@gmail.com with the proof. We will resolve the situation by issuing a proportional refund for the missing item or by resending it at no cost.

  1. ORDER INSURANCE

For your peace of mind, all orders shipped by Lua Baby include integrated logistics insurance:

Automatic insurance activated at checkout.

No additional cost on your invoice.

Covers the full value of the order against confirmed loss, theft or damage during transit.

  1. INTERNATIONAL SHIPPING — CUSTOMS AND TAXES

For shipments outside the United Kingdom or the European Union, customs fees, import duties or local taxes may apply according to the laws of the destination country.

These customs charges are the full responsibility of the recipient of the order.

Customs inspections at international ports or airports may occasionally extend the transit time by an additional 2 to 10 business days. This is outside the control of Lua Baby.

  1. SIGNATURE ON DELIVERY

Depending on the carrier responsible for final delivery in your region:

Delivery may require an adult signature as proof of receipt.

If you are not available at the delivery address, you may follow the instructions left by the carrier to reschedule delivery or collect the parcel from the nearest authorised collection point within the required timeframe.

  1. LOGISTICS RESPONSIBILITY

Lua Baby is fully responsible for:

Ensuring safe and correct packaging of all products.

Dispatching orders through trusted shipping partners.

Providing a valid tracking code for order monitoring.

Lua Baby is not responsible for:

Delays caused exclusively by carrier operational failures.

Extreme weather conditions, general strikes or natural disasters.

Errors, omissions or incorrect delivery details entered by the customer.

Customs holds or delays caused by international inspections.

  1. ORDER CANCELLATION

If you wish to cancel your order, you must do so within a maximum of 24 hours after purchase.

If the order has already been processed and collected by the international distribution network, cancellation while in transit becomes impossible. The customer must wait for delivery and contact support if any defect-related exception described in our Returns Policy applies.

  1. CHANGES TO THIS SHIPPING POLICY

Lua Baby reserves the right to update or modify delivery timeframes and shipping criteria at any time, always aiming to optimise our international distribution chain. The applicable rules will always be those active on the website at the time of your purchase.

  1. CUSTOMER SUPPORT

Need help tracking your order or want to report a delay?

Email: infoluababy@gmail.com

Average response time: Up to 24 business hours

Business Location: Manchester, United Kingdom