Shipping policy
Shipping & Delivery Policy
At Lunaire Works, we dispatch all orders from our own warehouse in Peterborough, United Kingdom. This policy sets out exactly how we process, pack, and deliver your order — including timelines, costs, and your rights under UK consumer law.
Shipping Cost
Free
On all orders to the UK
Handling Time
1 Working Day
Many orders dispatched same day
Delivery Time
1–2 Working Days
Within the United Kingdom
Order Cut-off
2:00 PM GMT
Monday to Friday (excl. UK bank holidays)
Ships From
Peterborough, UK
Own warehouse — no dropshipping
Delivery Countries
United Kingdom
England, Scotland, Wales & N. Ireland
1. About Our Fulfilment
Lunaire Works is the trading name of STERZEAL HATS LIMITED, a company registered in England and Wales (Company No. 13249070). We design and supply decorative interior wall panelling products — including MDF shaker panels, dado rail kits, pine moulding kits, and feature wall solutions — directly to residential customers across the United Kingdom.
We handle every stage of fulfilment ourselves. All orders are picked, packed, and dispatched from our own warehouse in Peterborough. We do not use third-party drop-shipping services, fulfilment centres, or overseas suppliers to ship your order. When you place an order with Lunaire Works, your goods are prepared and sent by us directly.
Registered Business Details
Company Name
STERZEAL HATS LIMITED
Trading As
Lunaire Works
Company Registration
13249070
VAT Number
GB433989551
Warehouse & Registered Address
126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
Business Hours
Mon–Fri, 9:00 AM – 5:00 PM (GMT)
2. Shipping Origin
Every order placed at lunaireworks.com is dispatched from our warehouse located at:
Lunaire Works — Fulfilment Warehouse
STERZEAL HATS LIMITED
126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
All our products — including MDF shaker panels, dado rail kits, pine moulding kits, and feature wall solutions — are held in stock at this location. We do not store inventory at any other site, nor do we ship from abroad. Goods are only dispatched once payment has been confirmed and your order has been processed in our system.
3. Order Processing & Handling Time
Once your payment has been successfully authorised and verified, your order enters our picking and packing queue. Our standard handling time is 1 working day. In practice, many orders placed before 2:00 PM GMT on a working day are picked, packed, and collected by our carrier on the same day. Handling time counts only working days — Saturday, Sunday, and UK public bank holidays are not included.
Standard Handling Time
1 Working Day
Your order is prepared and handed to our carrier within one working day of payment confirmation.
Same-Day Dispatch
Before 2:00 PM GMT
Orders placed before the cut-off on a working day are frequently dispatched the same day, subject to stock and carrier collection times.
Please note: If your order is placed on a Friday after 2:00 PM GMT, on a Saturday, on a Sunday, or on a UK public bank holiday, it will be processed on the next available working day. Handling time does not include the time required for delivery by the carrier.
4. Order Cut-off Time
Our daily order cut-off time is 2:00 PM GMT (Greenwich Mean Time), Monday to Friday, excluding UK public bank holidays. This is the latest time by which a successfully placed and paid order can realistically be picked from our warehouse shelves and collected by our carrier on the same working day.
How the Cut-off Affects Your Dispatch Day
Order placed Monday before 2:00 PM GMT
Dispatched Monday. Delivered Tuesday or Wednesday.
Order placed Monday after 2:00 PM GMT
Dispatched Tuesday. Delivered Wednesday or Thursday.
Order placed Friday after 2:00 PM GMT, or over the weekend
Dispatched Monday (the next working day). Delivered Tuesday or Wednesday.
The cut-off time operates on UK local time, which is GMT during winter (October to March) and BST (UTC+1) during British Summer Time (March to October). During BST, the effective local cut-off is 3:00 PM BST. All references to "2:00 PM" in this policy mean 2:00 PM GMT regardless of the time of year.
5. Estimated Delivery Timeframes
After your order leaves our warehouse in Peterborough, delivery to your address within the United Kingdom typically takes 1 to 2 working days. This transit time is provided by our carrier partners and applies to mainland UK addresses during normal operating conditions.
Delivery Timeframe Summary
| Destination | Handling Time | Transit Time | Total Est. Delivery |
|---|---|---|---|
| Mainland England | 1 working day | 1–2 working days | 2–3 working days |
| Wales | 1 working day | 1–2 working days | 2–3 working days |
| Scotland (mainland) | 1 working day | 1–2 working days | 2–3 working days |
| Scottish Highlands & Islands | 1 working day | 2–3 working days | 3–4 working days |
| Northern Ireland | 1 working day | 2–3 working days | 3–4 working days |
Important: Delivery timeframes are estimates and are not contractually guaranteed unless specifically agreed in writing. Delays can occur during periods of high carrier demand (for example, around public bank holidays and seasonal peaks), due to severe weather, or as a result of circumstances beyond our control. If your order has not arrived within the stated timeframe, please contact us at info@lunaireworks.com and we will investigate immediately.
6. Shipping Costs
We offer free standard shipping on every order delivered within the United Kingdom. There is no minimum order value required to qualify for free delivery, and no shipping charge will ever be added at checkout. The price you see on the product page is the price you pay — we absorb all delivery costs on your behalf.
Standard UK Delivery
£0.00
Free on all orders, any value, any quantity.
Minimum Order Value
None
Free delivery applies regardless of basket size.
International Delivery
Not Available
We currently ship to UK addresses only.
All prices displayed on lunaireworks.com are inclusive of VAT at the applicable rate. No additional taxes, duties, or surcharges will be applied to UK domestic orders at checkout or upon delivery.
7. Delivery Coverage
We currently deliver to addresses within the United Kingdom only. This includes England, Scotland, Wales, and Northern Ireland. We do not currently offer international shipping to any other country, including the Republic of Ireland, the Channel Islands, or the Isle of Man.
England
All postcodes
Standard 1–2 working day transit.
Wales
All postcodes
Standard 1–2 working day transit.
Scotland
Mainland & Highlands
Mainland: 1–2 days. Highlands & islands: allow 2–3 days.
Northern Ireland
All postcodes (BT)
Allow 2–3 working days for transit.
We do not currently deliver to:
The Republic of Ireland • The Channel Islands (Jersey, Guernsey) • The Isle of Man • BFPO (British Forces Post Office) addresses • Any international destination outside the United Kingdom
8. Our Delivery Partners
We work with established UK courier services to transport your order from our warehouse to your door. The specific carrier assigned to your order depends on the size and weight of the items purchased, your delivery postcode, and carrier availability at the time of dispatch. All carriers we use are reputable, insured, and operate parcel tracking services.
Standard Parcel Delivery
Smaller items such as dado rail kits, pine moulding packs, and accessories are shipped via standard tracked parcel services. Your tracking number will be emailed to you once your order has been collected.
Larger Panel & Board Delivery
Larger MDF shaker panels and feature wall solutions may be dispatched via specialist pallet or large-format freight services where required. In these cases, delivery may be arranged for a specific date window, and our team will contact you if this applies to your order.
Carrier Allocation
We reserve the right to select the most appropriate carrier for your order at our discretion, based on the nature of the goods and your delivery location. If you have a preference or specific delivery requirement, please contact us at info@lunaireworks.com before placing your order.
9. Order Tracking
Once your order has been dispatched from our warehouse, you will receive a dispatch confirmation email at the email address provided during checkout. This email will include your tracking number and a link to the carrier's tracking portal where you can follow the progress of your delivery in real time.
Step 1
Order Confirmation
You receive an email confirming your order has been placed and payment taken.
Step 2
Dispatch Notification
Once your parcel has been handed to the carrier, you will receive a dispatch email including your tracking number.
Step 3
Live Tracking
Use the tracking link in your dispatch email to monitor the progress of your delivery up to and including the day of arrival.
If you have not received a dispatch email within 2 working days of placing your order, please check your spam or junk folder first. If it is not there, contact us at info@lunaireworks.com or call +44 33 0043 9923 and we will provide you with your tracking details directly.
10. Failed Delivery Attempts
If a delivery attempt is unsuccessful because no one is available at the address to receive the parcel, or because access to the property was not possible, our carrier will typically leave a delivery notification card or send you an SMS or email. The specific procedure varies by carrier but will generally include one or more of the following options:
Re-delivery: The carrier will make a further delivery attempt (typically the following working day), or will allow you to rebook a more convenient delivery date via their app or website.
Safe place or neighbour: Subject to your preferences and the carrier's policy, the parcel may be left in a designated safe place or with a neighbouring property. A card or notification will confirm where it has been left.
Carrier depot collection: If re-delivery is not arranged within the carrier's holding period (typically 5–7 calendar days), the parcel may be returned to the depot. You may be able to collect it directly, or it will be returned to us.
Return to sender: If the parcel is not collected or re-delivered within the holding window, it will be returned to our warehouse. We will contact you to arrange re-dispatch. If the delivery failure was caused by an error in the address you provided, additional postage costs may apply.
To avoid failed deliveries, please ensure that a complete and accurate delivery address is entered at checkout, and that someone will be available to receive the parcel during normal working hours. If you have specific delivery instructions, you can include these in the order notes field at checkout or contact us at info@lunaireworks.com as soon as your order is placed.
11. Damaged, Lost or Missing Parcels
Although we pack every order carefully to protect the contents during transit, occasionally items can arrive damaged or go missing. We take full responsibility for ensuring your order arrives in perfect condition and we will always resolve these situations quickly and at no cost to you, in line with your rights under the Consumer Rights Act 2015.
Damaged Items on Arrival
If any item arrives damaged, please take clear photographs of the damaged goods, the outer packaging, and any visible damage to the box itself before discarding the packaging. Notify us within 48 hours of delivery by emailing info@lunaireworks.com with the subject line "Damaged Delivery — [Your Order Number]" and attach your photographs. We will arrange a free replacement or a full refund, at your choice, once the issue has been confirmed.
Photographs help us raise claims with the carrier and prevent future occurrences. Your legal rights are not diminished if you do not photograph damage, but photographic evidence does help us resolve your case more quickly.
Lost or Missing Parcels
A parcel is considered lost if it has not been delivered within 5 working days of the estimated delivery date and tracking has shown no update for at least 3 working days. If this applies to your order, contact us immediately at info@lunaireworks.com or on +44 33 0043 9923. We will open a carrier investigation and, once the parcel is confirmed lost, will re-dispatch your order or issue a full refund — whichever you prefer.
Please note: carrier investigations typically take 3–5 working days to complete. We will keep you informed at each stage and will not leave you waiting without updates.
Incomplete Orders
If your order contains multiple items and any are missing from the delivery, please check whether your order has been sent in more than one parcel (you may receive more than one tracking number). If items are genuinely missing, contact us within 5 working days of delivery at info@lunaireworks.com and we will dispatch the missing items as a priority.
12. Packaging & Large Panel Orders
Our MDF wall panelling products are rigid, flat-profile items that require careful packaging to prevent transit damage. We use robust corrugated cardboard outer boxes, internal foam corner protection, and edge-guard reinforcement for all panel items. Moulding kits and accessories are wrapped securely and grouped within clearly labelled packages.
Multi-Box Shipments
Larger or multi-panel orders may be split across two or more boxes, each with its own tracking reference. All boxes from a single order are dispatched at the same time. If your order arrives in more than one consignment, please check all boxes are accounted for before reporting a missing item.
Inspect Packaging on Arrival
Please inspect the outer packaging before signing for your delivery. If the packaging appears visibly damaged, note "Damaged" on the carrier's electronic device or paper delivery record before signing. This does not prevent you from reporting damage afterwards but does provide a useful contemporaneous record.
Access Requirements for Delivery
Our panel products can be long and awkward to manoeuvre. Please ensure access to your property is sufficient for the carrier to deliver without obstruction. If you have specific access concerns — for example, narrow hallways, restricted parking, or delivery to an upper-floor flat — please contact us at info@lunaireworks.com prior to placing your order so we can advise appropriately.
13. Your Statutory Rights Under UK Law
As a consumer purchasing from Lunaire Works, you are protected by UK consumer legislation. Nothing in this Shipping & Delivery Policy limits or removes your statutory rights. The key pieces of legislation that apply to your order are summarised below.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Distance Selling — Right to Cancel
Under Regulation 29 of the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of the date on which you receive your goods, without providing any reason. This is known as the statutory cooling-off period. If you wish to exercise this right, you must notify us within the 14-day period by emailing info@lunaireworks.com. You then have a further 14 days to return the goods to us.
Under Regulation 34, we are required to refund you within 14 calendar days of receiving the returned goods, or within 14 days of receiving evidence that you have sent the goods back, whichever is earlier. Please refer to our Returns & Refund Policy for full details on how to return an item.
Consumer Rights Act 2015
Quality, Fitness, and Delivery Obligations
Under Section 28 of the Consumer Rights Act 2015, goods must be delivered without undue delay and, unless otherwise agreed, within 30 calendar days of the date of contract. If we fail to deliver within this period, you have the right to require delivery within an agreed additional period, or if this is not complied with, to treat the contract as ended and receive a full refund.
Under Sections 9 to 11, all goods sold by Lunaire Works must be of satisfactory quality, fit for purpose, and as described. If any item fails to meet these standards at the time of delivery, you have the right to a repair, replacement, or refund as appropriate.
Risk and Title in Goods
When Ownership Transfers to You
In accordance with Section 29 of the Consumer Rights Act 2015, the risk in the goods passes to you upon delivery. This means that if goods are lost or damaged during transit — before they reach you — the risk remains with us and we are responsible for replacing or refunding them. Ownership (title) of the goods passes to you once we have received full payment and the goods have been delivered to you.
Your statutory rights are in addition to any voluntary remedies offered under this policy. For any dispute you cannot resolve directly with us, you may contact the Citizens Advice Bureau or the Trading Standards service in your local area.
14. Changes to This Policy
We may update this Shipping & Delivery Policy from time to time to reflect changes to our business operations, carrier arrangements, applicable law, or UK consumer regulations. When we do, the revised policy will be published on this page with an updated "Last Updated" date at the top.
Where a change is material — for example, an alteration to delivery timescales, shipping costs, or the area we cover — we will endeavour to notify existing customers by email where we hold their contact details.
We encourage you to review this page periodically. The policy that was in force at the time your order was placed will govern that transaction. Continuing to use our website and placing orders after a policy update constitutes your acceptance of the revised terms.
15. Contact Us About Your Delivery
If you have any questions about your delivery, wish to report a problem, or need to make any changes to your delivery details before dispatch, please get in touch using any of the methods below. We aim to respond to all enquiries within one working day.
Post
STERZEAL HATS LIMITED
126 Newark Avenue, Peterborough, PE1 4NP England, United Kingdom
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