Delivery Issues & Shipping Incidents

• Let us know: Please contact us within 7 days of the delivery date (the date marked as "Delivered" on the tracking system). We know you may not always be able to open your package right away, but as we must follow the carrier’s strict claim windows, we are unable to provide assistance if 7 days have passed since the recorded delivery date.

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• Helpful evidence: To help us file a claim on your behalf with the carrier, please keep all packaging and send us photos of the shipping box and label, the inner plastic cases (blister packaging), and the damaged item itself. These photos are essential for our investigation and for securing a resolution for you.

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• Minor Cosmetic Damage: We understand that for collectors, the condition of the product box is very important. However, please keep in mind that according to carrier policies, insurance only covers damage to the actual item itself. For this reason, we cannot offer refunds or replacements for minor cosmetic damage to the outer product box (the packaging designed to protect the item), provided the item itself is undamaged. We appreciate your understanding of these carrier-imposed limitations.

• Search & Inquiry: If your package is marked "Delivered" but you can’t find it, please check with your neighbors or contact the local office of the carrier (e.g., DHL, UPS, or your national post office) first. We will gladly work with the carrier to initiate an investigation and help track it down. In the meantime, please verify any proof-of-delivery photos provided by the carrier (such as DHL or UPS), which are often available for you to view directly through their tracking system.

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• Liability Disclaimer: Please understand that once a package is marked as "Delivered," LUNA PARK and the carrier are not liable for any incidents occurring after drop-off. If the carrier confirms delivery to the correct address—with photos showing the package at your doorstep or within your premises—any subsequent disappearance is regarded as theft from the property. As carriers do not provide compensation for thefts occurring after a successful delivery, we are unable to offer refunds or replacements in these cases. We appreciate your understanding in ensuring your delivery location is secure.

• Next Steps: If a package is returned to us due to address errors, unpaid customs, or failure to collect the package within the storage period, please contact us for assistance. Please note that LUNA PARK does not proactively monitor or reach out regarding returned packages. It is the customer’s responsibility to check the tracking status and contact us if a return occurs.

• Re-shipping & Refunds: If you wish for us to re-send the order, re-shipping fees will be the customer’s responsibility. If you prefer to cancel the order, the original shipping cost and any return fees incurred will be deducted from your refund.

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For more information on how we handle returns and refunds, please check our [Returns & Refund Handling] here.