Shipping policy

Last updated: October 16, 2026

At Lua & Co, we know your personalized details are part of a special moment. Please review our shipping information and allow time for both production and delivery when placing your order.

1. Free U.S. Standard Shipping

We offer free standard shipping on orders of $30 USD or more to U.S. delivery addresses we serve.

The $30 minimum is based on the merchandise subtotal after discounts and before taxes or shipping charges. This offer applies to standard shipping only and does not cover expedited or international shipping.

For orders below $30, available shipping options and charges are displayed at checkout before you complete your purchase.

2. Processing Your Order

We aim to process orders within 24 hours unless a different production timeframe is stated for the product or agreed with you before purchase. Personalized, bulk, or complex orders may have a different timeframe disclosed before you order.

Processing time is separate from the shipping carrier’s transit time. Processing within 24 hours does not mean delivery within 24 hours.

Please check all personalization details and your delivery address before completing checkout. If you need to request a change, contact us immediately. Production may begin shortly after an order is placed, so changes may not be possible once work has started. Your cancellation and refund rights under applicable law remain unaffected.

3. Delivery Times and Event Dates

Delivery time depends on your location and the shipping service selected. Refer to any delivery estimates shown at checkout or provided with your order, and allow additional time before your celebration or event.

Weather, holidays, seasonal demand, and carrier disruptions can affect delivery. Unless we expressly provide a delivery guarantee, estimated dates are not guaranteed arrival dates. This does not remove any delivery commitment or responsibility we have under applicable law.

If we cannot meet an applicable promised shipment timeframe, we will notify you and provide any delay-consent, cancellation, or refund options required by law.

4. Shipping Updates and Tracking

We will send a shipping confirmation to the email address provided with your order when it is dispatched. Where tracking is available, the confirmation will include tracking information so you can follow your parcel’s progress.

A label-created status does not always mean the carrier has received the package, and tracking may not update immediately. If you have questions about an update, please contact us with your order number.

5. Expedited Shipping and Delivery Areas

Available shipping methods and delivery areas are shown at checkout. If an expedited service is offered, its additional cost will be displayed before purchase. Selecting faster shipping does not shorten production time unless we specifically agree otherwise.

The free-shipping offer applies only to U.S. standard shipping. If international delivery is available for your address, separate shipping charges and any applicable import costs will be disclosed or explained before purchase, as required by law.

6. Incorrect Addresses and Returned Packages

Please include any apartment, suite, or unit number in your delivery address. If you notice an error, contact us as soon as possible; we may be unable to redirect a package after dispatch.

If a package is returned because of an incorrect address or failed delivery, we will contact you to discuss the next steps. Any additional shipping or replacement charges caused by a customer-provided address error will be explained before you agree to them. This does not limit remedies required by applicable law.

7. Delayed, Missing, or Damaged Orders

If your order is delayed, missing, or arrives damaged, please contact us so we can investigate and help resolve the issue.

If tracking shows “delivered” but you cannot find the package, check nearby delivery locations and with other members of your household or building, then get in touch if it is still missing.

For a damaged item, photographs of the product and packaging can help us investigate. Please keep the packaging while we review the issue. We will provide an appropriate remedy in accordance with applicable law and do not exclude responsibilities we have as the seller.

8. Need Help?

The fastest way to get in touch is through the chat bubble at the bottom of our website. You can also email hello@shop-lua.com.

Please include your order number and a brief description of your question so we can help.