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If you have any questions or feedback, please reach out to us via email at auroraandlunathelabel@gmail.com or fill out our contact form below. We aim to respond as quickly as possible.
FAQ
How long does it take for my order to be made?
All items are handmade to order with great care. Please allow 2–3 weeks for your item to be made if in stock fabric is adequate and 5-7 weeks if needing to order fabric in. Once completed, your order will be shipped within 3 business days.
Do you offer custom designs?
Yes! We specialize in creating custom designs. If you have a specific vision in mind, please contact us before placing your order to discuss your ideas.
Can I request matching outfits for my family?
Absolutely! We offer matching family sets for all occasions. Please note that custom family outfits may take longer to create, as additional fabric is often needed and may need to be ordered in. Let us know your preferences, and we’ll help you create coordinating looks.
Do you provide International delivery?
No, we do not ship internationally at the moment. We currently ship Australia-wide.
Can I track my order?
Yes! Once your order is shipped, we’ll send you a confirmation email with a tracking number so you can monitor its progress.
What if I receive the wrong size or item?
If you receive the wrong item or there is an issue with your order, please contact us within 7 days of receiving it. We will work with you to resolve the issue as quickly as possible. Please note that custom-made items are not eligible for returns or exchanges unless they are faulty.
Can I return or exchange my item?
We do not accept returns or exchanges for custom-made items unless they are faulty. For ready-made items, returns or exchanges are only accepted for incorrect size or change of mind within 7 days of receiving your order, provided the item is unworn, unswashed and with tags attached. If you believe your item is faulty, please contact us, and we’ll assist with a replacement or refund.
What payment methods do you accept?
We accept all major credit cards and PayPal. Please note that we do not currently offer Afterpay
How do I care for my handmade clothing?
To ensure the longevity of your handmade pieces, we recommend washing them on a gentle cycle in cold water and laying them flat to dry. Avoid using harsh detergents or bleach.
Do you offer discounts or sales?
We occasionally offer promotions and discounts. Follow us on social media and join our Facebook VIP group to stay updated on upcoming sales and exclusive deals.
How can I contact you?
You can reach us at auroraandlunathelabel@gmail.com or through the contact form on our website. We’re always happy to help!
Shipping Policy
At Aurora and Luna The Label, we strive to ensure your handmade items are delivered to you as quickly and efficiently as possible. Please review our shipping policy below:
Order Turnaround Time
All items are handmade to order, requiring time and care. Please allow 2–3 weeks for your item to be made if in stock fabric is adequate and 5-7 weeks if needing to order fabric in. Once completed, your order will be shipped within 3 business days.
Delivery Timeframes
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Standard Shipping: 3–6 business days (depending on your location).
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Express Shipping: 1–3 business days (available at an additional cost).
Delivery times may vary depending on your location and any postal delays beyond our control.
Tracking Your Order
Once your order is shipped, you will receive a confirmation email with a tracking number so you can monitor your delivery.
Lost or Delayed Packages
While we do our best to ensure prompt delivery, we are not responsible for delays caused by the postal service. If your package is lost or significantly delayed, please contact us at auroraandlunathelabel@gmail.com, and we will assist you in resolving the issue.
Incorrect Shipping Details
Please double-check your shipping address before placing your order. We cannot be held responsible for packages delivered to incorrect addresses. If your package is returned to us due to an error, you will be responsible for additional shipping costs.
Need Help?
If you have any questions about shipping or need assistance, contact us at auroraandlunathelabel@gmail.com
Thank you for choosing Aurora and Luna The Label—we appreciate your support of our handmade creations!
Returns Policy
At Aurora and Luna The Label, we take great pride in the craftsmanship and care that goes into creating your custom-made items. Please review our returns policy below to ensure a smooth experience:
Custom-made Items
All items are handmade to order, making them unique to your specifications. As such, we do not accept returns or exchanges for change of mind or incorrect sizing. Please refer to our sizing charts and product descriptions before placing your order.
Ready-made Items
For ready-made items, we accept returns or exchanges within 14 days of delivery, provided the item is in its original condition, unworn, unwashed, and with tags attached.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or not as described, please contact us within 7 days of receiving your order. We will arrange a repair, replacement, or refund as appropriate. To process your claim:
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Email us at auroraandlunathelabel@gmail.com with your order number.
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Attach photos of the fault or error.
Non-refundable Items
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Gift cards
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Clearance or sale items
Returns Process
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Contact us at auroraandlunathelabel@gmail.com to initiate your return.
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Once approved, ship the item back to us at your expense.
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Upon receipt and inspection, we will process your return within 7 business days.
Shipping Costs
Shipping costs for returning items are the responsibility of the customer unless the return is due to a fault or mistake on our part.
Need Assistance?
If you have any questions about our returns policy or need help with a return, please contact us at auroraandlunathelabel@gmail.com
We appreciate your understanding and thank you for supporting our handmade business!
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