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Terms of service

How do I know if the item is available/in stock?

While browsing for your product, if you see a label:

  • In-Stock | Ready to Go: This means that the item is ready for delivery.
  • In-Stock: This Means that the item will be available in around one week.
  • Shipping Time may vary: Please contact us to get to know the estimated time (usually 4-8 weeks)

Luna Furniture has two locations in the Houston area, offering a wide variety of display products of your liking for you to see.

Locations:

  • Hours: Monday to Saturday 10 am 7 pm

*Call us to see if a specific item is available in one of our stores!

Want to get your furniture even faster? You can pick it up yourself at one of our warehouses

 

Our system may flag your order as a medium or high-risk order, meaning we need to take extra measures to confirm your identity and protect you and our company from possible fraudulent activity. In order to do so, we kindly ask for your cooperation in providing us with a screenshot of your ID, the card used on the checkout, and a screenshot of the payment authorization from the bank. We understand that this may be an inconvenience, but please know that these measures are necessary to ensure your transaction's security and prevent any potential issues. We take the security and privacy of our customers very seriously, and we want to ensure that you can shop confidently with us. Rest assured that any information you provide will be kept confidential and secure and only used for verification purposes.

 

In the event that an order must be canceled, we highly encourage you to review our refund and return policy. Please note that our policy varies depending on the order date, processing time, payment authorization, and item availability.
In some cases, we may be able to cancel an order before it has been processed, and a full refund will be issued to you in a timely manner. However, once an order has been processed, we may be unable to cancel it, and a refund may not be possible.
If an item you have ordered is unavailable, we will make every effort to inform you as soon as possible and issue a full refund if requested. Additionally, if there are any issues with payment authorization or other factors that prevent us from fulfilling your order, we may need to cancel the order and issue a refund.
We understand that cancellations can be disappointing, and we apologize for any inconvenience this may cause. Please be assured that we will do our best to process any cancellations and refunds promptly and efficiently.

 

Luna Furniture offers 4 methods of delivery:

  1. Indoor Drop-Off: We will bring your delivery inside the front door of your home. You must assemble the item on your own.
  2. In-Room Delivery: Want us to bring the item to the room of your choice? This is the right option for you. You must assemble the item on your own.
  3. White Glove Delivery: Want us to take care of everything? We will deliver in the room of your choice. We will professionally unpack and assemble your new furniture and put it exactly where you want it. YES, we will remove all packaging materials and put them back on the truck for recycling & disposal.
  4. Outdoor Drop-Off: This option is the only available option for out-of-state (out of Texas) customers. Your items will be delivered at the exterior entrance of your residence or building on the ground floor.

The delivery date may vary depending on the availability of the products from vendor companies, destination, weather conditions, shipping volumes, and force majeure.

  • Populate this from all major cities and counties in and arougn st louis metro missouri
  • Changes in inventory or delivery capacity, as well as unforeseen circumstances beyond our control, may delay the delivery of your order.

*Please note that unforeseen circumstances beyond our control, such as changes in delivery capacity and shipping volumes, may delay the delivery of your order.

We will make sure to notify you one day prior to the delivery. You will receive a three-hour timeframe of when the delivery is expected to arrive in your residence. Luckily, our drivers will call you 15-30 minutes ahead to notify you that they are almost there.

 

There are steps you can take to help us provide you a satisfactory delivery process, such as:

  • Review the delivery method that you have selected.
  • Provide an accurate address during checkout.
  • Provide any notes that you feel it might be beneficial for the delivery team to know.
  • There is s a gate code? Let us know prior to your delivery.
  • Please confirm the delivery via text/email/or call.
  • Ensure to be home during the three-hour timeframe, as the driver will only wait 10-15 minutes ONLY.
  • Watch out for a call from the delivery team and answer accordingly.
  • Have your ID ready for confirmation, and note that a signature will be required.

Will the item look the same as in the picture?

We proudly offer high-quality pictures for you to see the furniture of your liking. There are a few factors that might affect the look of the furniture. Please note that the color of the item might look brighter/darker than in the pictures.

TIPS:

  • Ensure you look at high-quality images of the furniture from multiple angles, as provided on the website. Look for images that show the furniture in a room similar to yours, so you can better understand how it will fit in.
  • Carefully read the furniture description carefully to ensure you understand the materials and finishes used, as well as any special care instructions. This can give you a better idea of how the furniture will look and hold up over time.
  • Review the dimensions and make sure it will fit comfortably in your space. You can use measuring tape or a piece of string to measure the area where you plan to put the furniture.

·       I was not home when the delivery team showed up. What can I do?

·       Please call us immediately to schedule another delivery date. Please note that you will be responsible for a second delivery fee.

·       Can I upgrade my delivery method?

·       Absolutely! Call us so we can assist you in upgrading/changing the delivery method selected.

·       Where do I leave my old furniture?

·       Returns and Refunds

·       How long does it take to receive my refund?

·       If the order cancellation has been confirmed, depending on your payment method, it will take three to five business days for the amount to show on the original payment method. We are not able to process cash, check, or refunds in a different payment method.

·       How can I report a wrong item?

·       You can report a wrong item by contacting our customer service team through email or phone. Please provide your order number, a description of the wrong item, and any relevant photos.

·       What happens if I don't report the wrong item within 24 hours?

·       We cannot guarantee a refund if you do not report the wrong item within 24 hours of receiving it. Please contact us as soon as possible so we can resolve the issue promptly.

·       What should I do with the wrong item?

·       Please do not dispose of the wrong item until our customer service team has instructed you to do so. In some cases, we may ask you to return the wrong item to us.

·       Can I still get a refund if I dispose of the wrong item?

·       No, we cannot refund you if you dispose of the wrong item without reporting it to us.

·       Can I exchange the wrong item for the correct one?

·       Yes, we are able to exchange the wrong item for the correct one. Please contact our customer service team to discuss this option.