Frequently Asked Questions

We are here to help! If you can't the relevant information below, please contact us at hello@lunaleather.co.za.


Ordering

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime. However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”. If there are any problems, always feel free to e-mail us at info@paintperfection.co.za

1.5 How do I pay for my orders?

We accept payments via PayFast, SnapScan, Direct EFT and all major credit and debit cards such as Mastercard, VISA.

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it, but in the event of any problems, please email us on hello@lunaleather.co.za

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your order has been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
Shipping & Delivery

2.1 When will my order be processed?

Because all our beautiful products are handmade and we hold limited stock, it's important to check, when ordering, whether the item you are purchasing is 1. In Stock or 2. If you're putting in a back order. If 1. The Item is In Stock - you will receive your item within 3 - 5 working days(RSA). If you stay in George, we offer delivery free of charge. If you’ve chosen the courier option, you’ll receive an e-mail with a tracking number from Aramex.co.za. An email confirmation will be sent for all orders once received. If 2. Your item was on back-order we require a production time of approximately 4 to 6 weeks and allowing a 10 to 14 day for delivery. Some of our products have a longer waiting period, but this will all be specified in the email you'll receive.

2.2 Deliveries

There are 2 delivery options available for customers, Local Delivery & Courier Local Delivery – is for any orders in George, Western Cape and is free of charge. Courier – is available at a cost of R99 to any other place in South Africa. Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with Aramex.co.za by using the Waybill number attached in the mail you’ll receive. There will be an additional charge for re-delivery should nobody be present to receive the package. Please provide your contact number under the address selected upon checkout in order for Aramex to contact you in case of any unforeseen circumstances. International Deliveries We do not have any options for international deliveries (yet), but please let us know in which country you happen to be finding yourself on hello@lunaleather.co.za  and we’ll see what we can do for you

2.4 What are the shipping charges like?

All orders are R99 and is sent directly to your door, except for deliveries in George which is free of charge. Orders of R1999 or more are eligible for free courier.

2.5 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is sent. Therefore, please ensure you provide the correct shipping address prior to us sending your order.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at hello@lunaleather.co.za and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at hello@lunaleather.co.za with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at hello@lunaleather.co.za  and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

You can refer to our Returns & Exchanges policy here and its procedures.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to hello@lunaleather.co.za if you have not received your parcel after 10 working days and we will assist you accordingly.

2.11 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards. Please ensure you are at the address you’ve sent us, or alternatively, ensure you answer the phone if Aramex phones you.

2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via www.aramex.co.za. If you’re struggling, do not hesitate to give them a call or send us a mail at hello@lunaleather.co.za
Taxes & Duties

For all international orders, you will need to pay for all import taxes, duties and tariffs (if any) as per your country’s governing laws in order to clear customs.

Privacy Policy

Luna Leather Private Limited Policy

(Last update :: 22 August 2018)

Luna Leather and each of their respective subsidiary, parent and affiliated companies is deemed to operate this Website (“we” or “us”) recognizes that you care how information about you is used and shared. We have created this Privacy Policy to inform you what information we collect on the Website, how we use your information and the choices you have about the way your information is collected and used.  Please read this Privacy Policy carefully.  Your use of the Website indicates that you have read and accepted our privacy practices, as outlined in this Privacy Policy.

Please be advised that the practices described in this Privacy Policy apply to information gathered by us or our subsidiaries, affiliates or agents: (i) through this Website, (ii) where applicable, through our Customer Service Department in connection with this Website, (iii) through information provided to us in our free standing retail stores, and (iv) through information provided to us in conjunction with marketing promotions and sweepstakes.

We are not responsible for the content or privacy practices on any websites

We reserve the right, in our sole discretion, to modify, update, add to, discontinue, remove or otherwise change any portion of this Privacy Policy, in whole or in part, at any time. When we amend this Privacy Policy, we will revise the “last updated” date located at the top of this Privacy Policy.

If you provide information to us or access or use the Website in any way after this Privacy Policy has been changed, you will be deemed to have unconditionally consented and agreed to such changes.  The most current version of this Privacy Policy will be available on the Website and will supersede all previous versions of this Privacy Policy.

If you have any questions regarding this Privacy Policy, you should contact our Customer Service Department by email at hello@lunaleather.co.za with the subject line – Privacy

Returns & Exchanges

We want you to be happy with your purchase and we apologize if you are not. For whatever reason that you are not satisfied, we would be most happy to provide exchanges and returns for all items purchased from us if the following conditions are met :

  • All items must be in their original packaging with product tags intact
  • All items must be unworn, unused, unwashed and in its original condition
  • Footwear should have no scuff marks on its outsole
  • All items would need to be purchased originally from Luna Leather.

If non of the above conditions are met, we regret to inform that we are unable to process any claims for exchanges or refund regardless that the items have been mailed back to us.

Sales item(s) are non-exchangeable nor returnable.

1. VALIDITY FOR EXCHANGES & RETURNS

All exchanges and returns would need to be raised within 10 days of the invoice date.

An exchange cost of R150 is charged.

Refunds will be at the discretion of Luna Leather and its management.

TAKE NOTE : No cash refunds will be given; Luna Leather only gives coupons for another purchase online.

2. EXCHANGES & RETURNS ONLINE

3.1 You will need to include your original invoice together with the item(s) in its original condition and packaging.

3.2 Send us an e-mail requesting the exchange/return.

3.3 Include all the details & reasons.

3.4 Wait for our email confirmation and you will be notified once your online.

3.5 All requests for returns will be refunded via a Coupon for Luna Leather

3.6 Coupons are to be used in a singular transaction and any excess amount not utilized, would not be refunded.

3.7 Coupons given will be at the buying price of the product as stated in the original invoice. No refunds will be given for delivery charges incurred in the original, returned and onward shipping charges of exchanged items.

3.8 However, if any of the products received is deemed defective or a wrong shipment, Luna Leather will bear the cost of shipping the item(s) back to you. Please note that all exchanges are subjected to stock availability and whilst we endeavour to ship a replacement item(s) back to you, we reserve the right to do an exchange by way of an item(s) of a similar value or providing a coupon or any other methods at the discretion of Luna Leather

3.9 No refunds will be given for taxes, duties, tariffs and excise charges levied for overseas orders either for refunds or exchanged items.

3.10 All returns and exchanges made via hello@lunaleather.co.za would need to be sent to :

Emphasis Beauty

Unit 4 Cathedral square

Cathedral street

George

6529

*Please note that Emphasis beauty is only a depot and no Luna Leather merchandise is sold there, nor is Emphasis a representative for Luna leather

4. OTHER TERMS & CONDITIONS

4.1 All items that are returned and exchanged can only be made once.

4.2 We reserve the right and full discretion to disqualify you from enjoying free returns if the subsequent item(s) for return or exchange are of the same item(s) as a previous order

4.3 Our returns and exchanges policy does not cover damage resulting from unique, accidental, or random damage that is the result of use by you or wear and tear of a product.

4.4 Luna leather makes no warranty in respect of any product, express or implied, including any implied warranties of merchant ability, quality, compliance with description and fitness for a particular purpose

4.5 Such returns are at all times governed by the provisions of the Consumer Protection (Fair Trading) Act of South Africa

4.6 All decisions made by Luna Leather is final.

Terms & Conditions

We reserve the right to update or modify these terms and conditions at any time without prior notice.  Your use of Luna leather following any such change constitutes your agreement to follow and be bound by the terms and conditions as changed. For this reason, we encourage you to review these terms and conditions whenever you use this website.

Limitations of Liability

Luna Leather shall not assume any responsibility, and shall not be liable for, any damages to, or viruses that may infect, your computer, telecommunication equipment, or other property caused by or arising from your access to, use of, or browsing this website or your downloading of any materials, from this website. IN NO EVENT WILL LUNA LEATHER NOR THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, SHAREHOLDERS, AFFILIATES, AGENTS, SUCCESSORS, ASSIGNS, RETAIL PARTNERS NOR ANY PARTY INVOLVED IN THE CREATION, PRODUCTION OR TRANSMISSION OF THIS WEBSITE BE LIABLE TO ANY PARTY FOR ANY INDIRECT, SPECIAL, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, LOST DATA OR BUSINESS INTERRUPTION) ARISING OUT OF THE USE, INABILITY TO USE, OR THE RESULTS OF USE OF THIS WEBSITE, ANY WEBSITES LINKED TO THIS WEB SITE, OR THE MATERIALS, INFORMATION OR SERVICES CONTAINED AT ANY OR ALL SUCH SITES, WHETHER BASED ON WARRANTY, CONTRACT, OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE FOREGOING LIMITATIONS OF LIABILITY DO NOT APPLY TO THE EXTENT PROHIBITED BY LAW. PLEASE REFER TO YOUR LOCAL LAWS FOR ANY SUCH PROHIBITIONS.

IN THE EVENT OF ANY PROBLEM WITH THIS WEBSITE OR ANY CONTENT, YOU AGREE THAT YOUR SOLE REMEDY IS TO CEASE USING THIS WEBSITE. IN THE EVENT OF ANY PROBLEM WITH THE PRODUCTS OR SERVICES THAT YOU HAVE PURCHASED ON OR THROUGH THIS WEB SITE, YOU AGREE THAT YOUR REMEDY, IF ANY, IS FROM THE MANUFACTURER OF SUCH PRODUCTS OR SUPPLIER OF SUCH SERVICES, IN ACCORDANCE WITH SUCH MANUFACTURER’S OR SUPPLIER’S WARRANTY, OR TO SEEK A RETURN AND REFUND FOR SUCH PRODUCT OR SERVICES IN ACCORDANCE WITH THE RETURNS AND REFUNDS POLICIES POSTED ON THIS WEBSITE. This site may include inaccuracies, mistakes or typographical errors. Luna Leather does not warrant that the content will be uninterrupted or error free.

Copyright and Trademark

Unless otherwise indicated, material on this website, including but not limited to texts, images, illustrations, software, audio clips, video clips, animation files, is subject to the copyright and trademark rights of Luna Leather. Consequently, the material on this website may not be copied, reproduced, modified, posted, transmitted, distributed, in whole or in part in any form whatsoever, without the prior written consent of Luna Leather. All rights reserved.

Products, Content and Specifications

All features, content, specifications, products and prices of products and services described or depicted on this website are subject to change at any time without notice.  Certain weights, measures and similar descriptions are approximate and are provided for convenience purposes only.  We make all reasonable efforts to accurately display the attributes of our products, including the applicable colors; however, the actual color you see will depend on your computer system and we cannot guarantee that your computer will accurately display such colors.  The inclusion of any products or services in this website at a particular time does not imply or warrant that these products or services will be available at any time.  It is your responsibility to ascertain and obey all applicable local, state and international laws in regard to the possession, use and sale of any item purchased from this website. By placing an order, you represent that the products ordered will be used only in a lawful manner.

Shipping Limitations

When an order is placed, it will be shipped to an address designated by the purchaser as long as that shipping address is compliant with the shipping restrictions contained on this website.  All purchases from this website are made pursuant to a shipment contract.  As a result, risk of loss and title for items purchased from this website pass to you upon delivery of the items to the carrier.  You are responsible for filing any claims with carriers for damaged and/or lost shipments.

Duties and Taxes

You are responsible for duties and taxes outside South Africa. All items entering a foreign country are subject to customs inspection and assessment of the duties and taxes in accordance with that country’s national laws.

Your Account

You are responsible for maintaining the confidentiality of your account and password information, and you agree to accept responsibility for all activities that occur under your account and password.  This website and Luna Leather reserves the right to refuse service, terminate accounts remove or edit content or cancel orders.

By placing an order, you warrant that you are over 13 years of age, and that you are providing Luna Leather with accurate, truthful information and that you have the authority to place the order.

Exchange and Refund Policy

Luna Leather does not give any cash refunds, but instead gives a coupon for any other online purchase.

We reserve the right to reject any form of exchange without the original receipt.

Exchange and Refund Policy (Online Shop)

Electronic Communications

When you visit this website and/or send email to us, you consent to receive electronic communications from us. You agree that all agreements, notices, disclosures and other communications that we sent you electronically satisfy any legal requirement that such communications be in writing

Exclusions of Warranties

The Company Private Limited makes no representative or warranty regarding the good working order or condition of this website, its suitability for use, or that its use will be uninterrupted or error-free. All information or material provided in this website to you and without warranties of any kind, expressed or implied, including without limitation, warranties or conditions of merchantability, fitness, quality, durability or suitability for any particular purpose, or non-infringement.