From workshop bench to your front door — how every order is made and when it arrives.
Lunaire Works manufactures every panel order — whether a standard stock kit or a fully bespoke custom-cut length — at our own workshop in Cambridgeshire. This policy sets out, without ambiguity, the exact production and dispatch timeline for each product type, your cancellation rights, our payment terms, and your statutory protections under UK law.
Last updated & effective: 25 June 2026
Understanding your order type
All Lunaire Works products fall into one of three order categories. Each category carries a different production timeline, cancellation entitlement, and dispatch schedule. Identify your order type before reading the sections below.
Standard kits & pre-cut products
Pre-cut, fixed-size products held in workshop stock. These are manufactured to declared dimensions with no customer-specific cutting involved.
- Examples: 12-Panel Shaker Kit, 90-Pack Kit, MWPKT-2, MWPKT-4, Dado Rails (100 cm), Cheshire Moulding Dado & Shaker kits, T&G WPKT7A
- Dispatch: Same working day if ordered before 2:00 PM
- Cancellation: 14-day cooling-off period applies (unused, uncut)
Custom-length panels (Build Your Own)
Panels cut to a length specified by you at checkout. Production begins only after your order is received and confirmed. These are made to your personal specification.
- Examples: Build Your Own product listing — any custom length you specify in the order notes
- Dispatch: 2–3 working days from order confirmation
- Cancellation: Only before cutting begins; exempt from 14-day right once in production
Large-volume, trade & non-standard orders
Orders outside our standard range — non-catalogue lengths, bulk volumes above 200 panels, moisture-resistant MDF upgrades, or fire-retardant specifications. These require direct discussion before ordering.
- Examples: Panels over 120 cm, FR-MDF specifications, full-house renovation bulk orders
- Lead time: 3–10 working days depending on specification and material availability
- Cancellation: Terms agreed in writing before production begins
Same-day dispatch — the 2:00 PM cut-off
For all Type A stock items, we operate a same-day dispatch guarantee for orders placed before our daily cut-off. Here is exactly how it works.
Dispatch schedule at a glance
| Order placed | Type A dispatch | Type B dispatch |
|---|---|---|
| Mon–Fri before 2:00 PM | Same working day | 2–3 working days |
| Mon–Fri at or after 2:00 PM | Next working day | 3–4 working days |
| Saturday or Sunday | Monday (next working day) | Tuesday–Wednesday |
| UK public holiday | First working day after holiday | First working day + 2–3 days |
All times are GMT (UTC+00:00). During British Summer Time (BST, UTC+01:00), the cut-off remains 2:00 PM local UK time.
Manufacturing timeframes by product type
The table below shows the declared lead time — from the moment your order is confirmed to the moment it leaves our Cambridgeshire workshop — for every product we currently sell.
| Product | Order Type | Manufacturing Stage | Dispatch Lead Time | Typical UK Delivery |
|---|---|---|---|---|
|
12-Panel Shaker Kit (6 × 100 cm + 6 × 50 cm, 6 or 9 mm) |
Type A | Pre-cut & packed in workshop | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
Bulk 90-Pack Shaker Kit (45 × 100 cm + 45 × 50 cm, includes 4 adhesives) |
Type A | Pre-packed bulk kit | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
Build Your Own (custom-length panels) (any length specified in order notes) |
Type B | CNC-cut to specified length after order receipt | 2–3 working days from order confirmation | 1–2 working days after dispatch |
|
Cheshire Moulding Dado Wall Panel Kit (2 m decorative dado + 6 pre-mitered mouldings each size) |
Type A | Pre-cut & mitered pine kit in stock | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
Cheshire Moulding Slim Dado Kit (approx. 2 m² coverage, pre-mitered) |
Type A | Pre-cut & mitered pine kit in stock | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
Cheshire Moulding Shaker WPKT5 (minimalist shaker, pre-cut pine) |
Type A | Pre-cut & mitered in stock | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
MWPKT-2 Moulding Kit (3 frames, 700 mm × 420 mm, pre-primed) |
Type A | Pre-primed & mitered, stocked in workshop | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
MWPKT-4 Moulding Kit (3 frames, 1,000 mm × 420 mm, pre-primed) |
Type A | Pre-primed & mitered, stocked in workshop | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
T&G Tongue & Groove Kit WPKT7A (125 mm wide, 9 mm thick, 1,200 mm long) |
Type A | Pre-cut in stock | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
100 cm Dado Rail (sold in 1 m sections, any quantity) |
Type A | Pre-cut in stock | Same day (before 2 PM) or next working day | 1–2 working days after dispatch |
|
Bespoke Trade Orders (FR-MDF, panels >120 cm, bulk >200 panels) |
Type C | Custom material sourcing + CNC cutting | 3–10 working days — confirmed in writing before payment | Confirmed at time of quotation |
Custom order & bespoke production terms
When you order through our Build Your Own listing or contact us for a bespoke trade quotation, your panels are manufactured specifically to your submitted specification. The following terms govern that process and protect both you and us.
How to place a custom order
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1Add the Build Your Own product to your basket Select the thickness (6 mm or 9 mm) and quantity of panels you need. Set the quantity to the exact number of panels at your required length.
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2Enter your specification in the order notes at checkout In the "Order notes" or "Special instructions" field at checkout, state: (a) the exact panel length in millimetres, (b) your thickness choice if different from the variant selected, and (c) any other requirements. If no length is specified, we will contact you before cutting begins.
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3Order confirmation is sent to your email Once your order is received, we send a confirmation email listing the specification we will manufacture. If there is any discrepancy between your notes and our confirmation, reply to that email immediately. Amendments can be made at no cost at this stage.
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4Production begins Your panels are cut, sanded, and packed at our Cambridgeshire workshop. Once cutting has begun, the order cannot be amended or cancelled (see cancellation policy below).
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5Dispatch notification A tracked dispatch notification is sent to your email address once your order has left our workshop, typically within 2–3 working days of order confirmation.
Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, goods made to a consumer's personal specifications are exempt from the standard 14-day cancellation right. Once your panels have entered the cutting stage, the order is irrevocable. This is because the materials are cut to your unique dimensions and cannot be re-used, re-stocked, or resold to another customer.
What this means for you: Double-check every measurement before completing checkout. If you realise you need to amend your specification after ordering but before cutting begins, contact us immediately at info@lunaireworks.com or call during business hours. We aim to accommodate amendments in the window between order receipt and production start.
Your rights are still fully protected
The custom-order cancellation exemption does not affect your rights under the Consumer Rights Act 2015. If your panels are defective, not as described, or fall outside our stated manufacturing tolerance of ±1 mm, you retain full statutory rights to a repair, replacement, or refund. The exemption only removes the general 14-day right to cancel for change-of-mind returns.
- Defective custom panels: you are entitled to repair, replacement, or refund
- Wrong specification manufactured by us: full replacement or refund at our cost
- Panels damaged in transit: report within 48 hours for replacement at no charge
Payment terms
Lunaire Works operates a straightforward, transparent payment structure. There are no staged deposits, no pro-forma invoice delays, and no hidden fees. Here is what you need to know before placing an order.
Full payment at checkout — no deposits
Payment in full is required at the time of checkout for all order types — standard, made-to-order, and bespoke (where a quote has been agreed). We do not operate a deposit-and-balance model for any products currently listed on our website.
For bespoke Type C trade orders agreed via email or phone, payment in full is due upon receipt of a formal quote and before any materials are ordered or manufacturing begins. Work will not commence until cleared payment is received.
- No deposit required — full amount paid at checkout via Shopify's secure payment system
- All prices displayed on our website are inclusive of VAT at the current UK standard rate (20%)
- Free UK delivery is included in the displayed price — no delivery charge is added at checkout
- A VAT receipt is issued automatically to your email address after payment is confirmed
Accepted payment methods
All payments are processed securely through Shopify's payment gateway. We accept:
- Major credit and debit cards: Visa, Mastercard, American Express
- Apple Pay and Google Pay (where supported by your device and browser)
- Shop Pay (Shopify's instalment and one-click checkout service)
- PayPal (where displayed as an option at checkout)
We do not accept bank transfers, cheques, or cash payments for online orders. For trade accounts requiring invoice payment, please contact us at info@lunaireworks.com before ordering.
VAT & pricing transparency
- VAT registration GB433989551
- VAT rate applied 20% (UK standard rate)
- Prices shown VAT-inclusive throughout
- Delivery charge Free on all UK orders
- Currency GBP (£) — UK sales only
Order cancellation policy
Your cancellation rights differ depending on your order type. This section sets out each scenario precisely, referencing the applicable UK legislation, so you know exactly where you stand before and after placing an order.
Standard kits: 14-day cancellation right applies
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel a standard-product order within 14 calendar days of delivery without giving any reason.
- Notify us within 14 days of delivery by emailing info@lunaireworks.com with your order number
- Items must be returned unused, uncut, unpainted, and in original condition
- You pay return postage for change-of-mind cancellations
- Refund (full product amount) is issued within 14 days of our receiving the return
- If your order has not yet been dispatched, we can cancel it free of charge — contact us immediately at info@lunaireworks.com
Custom panels: cancellation only before cutting begins
Custom-cut panels are exempt from the 14-day cancellation right under Regulation 28(1)(b) once manufacturing has started, as they are made to your personal specifications.
- Before cutting begins: Contact us immediately after ordering. We will attempt to halt production. If we can do so, the order is cancelled at no charge. No guarantee can be made.
- Once cutting has begun: The order cannot be cancelled or refunded, except where panels are found to be defective or not as described.
- To attempt a pre-production cancellation, call — do not rely on email alone as production turnaround is fast.
Trade orders: terms agreed in writing before payment
Cancellation terms for bespoke trade orders are set out in the written quotation issued before payment. Standard consumer cancellation rights under the Consumer Contracts Regulations may not apply to B2B orders.
- All cancellation terms will be stated in the written quotation — read carefully before paying
- Cancellation after materials have been ordered may result in a material-cost charge
- Cancellation after production has begun will not be permitted without written agreement from Lunaire Works
Your order from checkout to delivery
Every Lunaire Works order follows the same sequence. Here is exactly what happens between the moment you click "Place Order" and the moment your panels arrive.
What to do when your order arrives
- Inspect all packages for visible damage before signing for delivery. If packaging is visibly damaged, note this on the courier's device or paperwork.
- Open and check all panels within 48 hours of delivery. Count the pieces and check dimensions against your order confirmation.
- If any panel is missing, damaged, or outside our stated tolerance, photograph the issue and email info@lunaireworks.com within 48 hours of delivery with your order number.
- Do not cut, sand, paint, or install panels that you believe to be defective before we have reviewed and agreed a resolution — modification of a panel constitutes acceptance and voids your claim for that item.
Delayed & missed deliveries
If your delivery does not arrive within the expected window, use your tracking link first. If the courier shows the parcel as delivered but you have not received it, contact us at info@lunaireworks.com with your order number and tracking reference. Under our contract with the courier, we will raise a trace investigation and, if the parcel is confirmed lost, we will arrange a replacement order at no additional cost to you. Replacement orders for confirmed lost parcels are processed within 2 working days of the courier confirming the loss.
Order amendment policy
Mistakes happen — here is what we can and cannot change after your order is placed, and how to request an amendment as quickly as possible.
What can be amended
- Delivery address — can be changed before dispatch is confirmed. Email us with your order number and the correct address.
- Quantity (stock items only) — can be increased or decreased before workshop processing begins. A price adjustment will be issued or charged accordingly.
- Custom panel length (before cutting begins) — contact us immediately by phone on . This is a narrow window — act within minutes, not hours.
- Thickness selection (before cutting begins) — switching between 6 mm and 9 mm may be possible before production starts, subject to stock.
What cannot be amended
- Custom panel length after cutting has begun — once your panels are on the CNC machine, the specification is locked and the order is irrevocable.
- Delivery address after dispatch — once a parcel is in the courier's network, we cannot redirect it. You would need to contact the courier directly.
- Product type after workshop processing begins — once a kit has been picked, packed, or processed, it cannot be swapped for a different product.
- Payment method — once a payment is authorised, the card, account, or wallet used cannot be changed. Contact us to discuss alternatives if needed.
Delays & exceptional circumstances
We make every effort to meet the lead times declared in this policy. When delays occur — whether from our side or the courier's — we communicate them promptly and resolve them swiftly.
Workshop production delays
If a production delay affects your order — due to equipment maintenance, material supply issues, or abnormal demand — we will contact you at the email address on your order within one working day of identifying the delay. You will be given a revised dispatch date. If the revised date is not acceptable to you, you may cancel your order for a full refund at that point, regardless of whether it is a standard or custom order, as the delay constitutes a material change to the contract.
Courier delays
Once an order has been dispatched, delivery timescales are managed by the assigned courier (Evri, Parcelforce, or DHL). We cannot guarantee specific delivery dates as courier services are subject to their own network pressures. If your order has not arrived within 5 working days of your dispatch notification, contact us at info@lunaireworks.com and we will raise a trace with the courier on your behalf. Under our Consumer Contracts obligations, delivery is our responsibility until the parcel reaches you.
Force majeure
In the event of circumstances genuinely beyond our control — including but not limited to severe weather events causing workshop closure, national postal strikes, or supply chain disruptions caused by events outside the UK — we will notify you within 24 hours and provide a revised timeline. If fulfilment becomes impossible within a reasonable period, you will be offered a full refund. Force majeure does not remove your statutory consumer rights.
Your rights in the event of a missed promised date
Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, if we fail to deliver within the timeframe agreed at checkout and you have not agreed to an extension, you are entitled to cancel your order and receive a full refund. This applies to both standard and custom orders where a delay is caused by us, not the courier.
UK legal framework governing this policy
This policy is written to comply with, and is governed by, the following UK legislation. References are provided so you can verify your rights independently.
- Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 Governs the 14-day cooling-off right for distance selling; Regulation 28(1)(b) applies to custom-specification goods
- Consumer Rights Act 2015 Goods must be of satisfactory quality, fit for purpose, and as described; short-term rejection right within 30 days; repair/replacement rights within 6 months
- Sale of Goods Act 1979 (as amended) Statutory right to receive goods matching the agreed description and specification
- The Consumer Protection (Distance Selling) Regulations 2000 (replaced by Consumer Contracts Regulations 2013) Superseded but referenced for historical context — current rules are the 2013 Regulations above
- The Late Payment of Commercial Debts (Interest) Act 1998 Applies to B2B trade orders where invoice payment terms are agreed
- The Electronic Commerce (EC Directive) Regulations 2002 Governs pre-contract information requirements for online sellers — we comply with all disclosure requirements under this legislation
- Value Added Tax Act 1994 All prices inclusive of VAT at 20%; VAT number GB433989551
Business & legal identity
- Trading nameLunaire Works
- Registered companySTERZEAL HATS LIMITED
- Company number13249070
- VAT numberGB433989551
- EORI numberGB084160128000
- Registered address126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
- JurisdictionEngland & Wales
Lead time & production FAQ
Answers to the most common questions customers ask about our production, dispatch, and order management process.
Yes — for Type A stock items, orders placed before 2:00 PM on a working day are dispatched the same day. Your tracking email will arrive once the parcel has been collected by the courier, usually in the late afternoon. If you do not receive a tracking notification by end of business on the day of your order, contact us at info@lunaireworks.com and we will check its status for you.
Custom-length panels (Build Your Own) are typically dispatched within 2–3 working days of order confirmation. If your order is placed before 2:00 PM on a working day, the clock starts that day. If placed at or after 2:00 PM, it starts on the next working day. We will send a dispatch notification with a tracking link as soon as your panels leave the workshop. During busy periods, lead time may extend to 4–5 working days — we will let you know if this applies to your order.
Call us immediately on during business hours. Do not rely on email for this type of urgent amendment — phone contact gives you the best chance of catching the order before cutting begins. If we have not yet started processing your order, we will update the specification at no charge. If cutting has already begun, we are unable to change the order and the panels will be dispatched to your specified (original) dimensions. This is why we strongly recommend reviewing your order confirmation email the moment it arrives.
Yes, to within our manufacturing tolerance of ±1 mm on length. We use CNC-controlled cutting equipment calibrated to this tolerance. If you order panels at 875 mm, you will receive panels measuring between 874 mm and 876 mm. Panels outside this range constitute a manufacturing defect and will be replaced at no cost to you. For our full tolerance specification, see the Size Guide & Measurement Policy page.
No. All orders placed through our website — including Build Your Own custom panel orders — require full payment at checkout. There are no deposit-and-balance arrangements for products listed on our website. For bespoke trade orders arranged by email or phone (Type C), full payment is required before production begins, confirmed in the written quotation we send you before any work starts.
First, check your tracking link — the status may show the parcel is out for delivery or held at a local depot. If your tracking shows "delivered" but you haven't received it, check with any neighbours and look for a delivery card. If the tracking shows no movement for more than 48 hours after dispatch, email us at info@lunaireworks.com with your order number and tracking reference. We will raise a formal trace with the courier. Confirmed lost parcels are replaced within 2 working days of the courier confirming the loss — at no additional cost to you.
We do not currently offer a customer collection service. All orders are dispatched via courier to your UK delivery address. This allows us to fulfil orders efficiently, maintain quality control at the packing stage, and ensure your panels are properly wrapped and protected for transit. If you have a specific requirement that necessitates collection, contact us at info@lunaireworks.com to discuss — we handle these requests on a case-by-case basis.
Yes. We work with tradespeople, builders, interior designers, and property developers on a regular basis. If you have recurring large-volume requirements or need specific lead time guarantees not available through the standard website, contact us at info@lunaireworks.com to discuss a trade arrangement. Trade pricing, lead time agreements, and payment terms (including invoicing) are negotiated individually and confirmed in writing before any order is placed under a trade account.
Questions about your order? Reach us directly.
For urgent production or dispatch queries, phone is fastest. For all other enquiries, email is preferred — we respond to every message personally.
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Email — order enquiries info@lunaireworks.com
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Business Hours Monday–Friday, 9:00 AM–5:00 PM GMT
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Live Chat Available on our website during business hours
Fastest response for urgent amendments
If you need to cancel or amend a custom panel order and believe it may not yet have entered production, call us on the moment you spot the problem. Do not wait to send an email — production turnaround is fast and email response times during busy periods may not be fast enough to catch an order before cutting begins.
