How It Works

A $100 reservation fee secures your place in the next available production cycle.

You may cancel within 48 hours of placing the reservation for a full refund. After 48 hours, the reservation fee becomes nonrefundable if you choose to withdraw.

If your order proceeds, the full $100 will be credited toward the product price.

If Luno cannot accept your order, you may receive a full refund or choose to transfer the reservation to the next production cycle. We will not transfer a reservation without your approval.

Reservation fee

$100, credited in full toward the product price if the order proceeds.

Within 48 hours

Cancel for a full refund.

After 48 hours

The reservation fee becomes nonrefundable if you choose to withdraw.

If Luno cannot accept the order

Full refund, or transfer to the next production cycle with your approval.

Order Confirmation and Pricing

When your order is accepted, you will receive confirmation of:

• The product and selected material or color
• The complete product price
• Standard US delivery
• Applicable estimated sales tax
• Any optional services
• The expected dispatch date
• The estimated delivery window

The product price and standard US delivery charge will be shown at checkout and will remain fixed after confirmation.

Sales tax may be adjusted if required by the final delivery address, applicable tax rate, or law. Customer-requested changes to the product, address, or delivery service may affect the final amount.

Payment Schedule

Production deposit

When your order is accepted, Luno will collect the amount required to bring the product payment to 50%. The $100 reservation fee will be credited toward this amount.

Your order becomes committed to production when Luno sends the production-started confirmation. At that point, the production deposit becomes nonrefundable, except where Luno cannot fulfill the order or applicable law requires otherwise.

Saved payment method

You may authorize Luno and its payment provider to securely save your payment method and process the scheduled payments associated with your order.

The payment schedule and calculation of each charge will be disclosed before authorization. Luno will provide notice before initiating each scheduled charge.

If the saved payment method cannot be charged or requires additional authentication, we will send a secure payment request.

Final payment

When production and quality control are complete, Luno will collect:

• The remaining product balance
• Standard US delivery
• Final applicable sales tax
• Approved optional services

Payment must be completed within five business days of the payment notice and before the product can be released for international shipping.

Production

Production generally takes 7–11 weeks, depending on the product and production cycle.

We will provide updates at significant stages, including:

• Order accepted
• Production started
• Quality control
• Ready for dispatch
• Dispatched from Indonesia
• Arrived in the United States
• Ready for delivery

International Shipping

Luno manages the complete transportation process from our manufacturing facility in Indonesia to your US delivery address.

This includes:

• Export preparation and documentation
• International ocean freight
• Import processing
• Customs clearance
• Standard duties and import charges
• Transfer to the US delivery partner
• Standard delivery to your address

Air freight may be available by request and will be quoted separately.

US Delivery

Smaller products may be delivered by parcel carrier. Larger products may be delivered by a furniture or freight carrier.

Standard delivery is made to the first accessible doorstep, building entrance, or threshold at the confirmed address, depending on the product and property.

White-glove delivery may be selected where available. This service may include room-of-choice placement, unpacking, basic assembly, and packaging removal. The service and price will be shown before confirmation.

Remote-area delivery, air freight, extended storage, redelivery, and address changes after shipping has been booked may require additional charges. These charges will be disclosed before the applicable service is confirmed whenever reasonably possible.

Address and Access

Your final US delivery address must be confirmed before international dispatch.

Address changes requested after shipping has been booked are not guaranteed and may result in additional charges.

You are responsible for ensuring that the product will fit through the entrances, hallways, elevators, staircases, and other access points at the delivery address.

Any building restrictions, stairs, elevators, loading docks, gated access, or other relevant delivery conditions must be disclosed before delivery is arranged.

Delivery Expectations

The estimated total lead time is approximately 15–23 weeks from the reservation date:

Reservation and confirmation

Up to 2 weeks

Production

Approximately 7–11 weeks

Ocean freight

Approximately 5–7 weeks

Customs and delivery preparation

Approximately 1–3 weeks

Your order confirmation will distinguish between:

• Expected dispatch date — when the product is expected to be transferred to the international carrier
• Estimated delivery window — when the product is expected to arrive at your address

The delivery window is an estimate and not a guaranteed arrival date.

After timely dispatch, delivery may be affected by port congestion, customs inspections, carrier interruption, severe weather, government action, or other circumstances outside Luno’s reasonable control.

These transportation delays do not, by themselves, permit a change-of-mind cancellation or refund. This does not limit Luno’s responsibility for an order that is lost or damaged in transit.

If Luno cannot dispatch by the confirmed date, we will provide an updated date and the options required by applicable law.

Cancellations

The following cancellation terms apply:

Within 48 hours of reservation

Full refund.

After 48 hours, before production

The $100 reservation fee is nonrefundable.

After production begins

The reservation fee and production deposit are nonrefundable.

Final payment not completed within five business days

The order will be cancelled and all previously paid amounts will remain nonrefundable, except where applicable law requires otherwise.

After international dispatch

The order cannot be cancelled for a change of mind.

After delivery, eligible standard collection products may be returned under the return policy below.

These restrictions do not apply if Luno cannot fulfill the order or where another remedy is required by applicable law.

Returns

Eligible standard collection products may be returned within 14 days of delivery.

To qualify, the product must be:

• Unused
• Unmodified
• Undamaged
• In its original condition
• Returned with its original packaging, where reasonably possible

A return fee equal to 25% of the product price will be deducted from the refund. Original delivery charges, optional-service charges, and return transportation costs are nonrefundable.

Materials and colors offered as standard choices on the product page remain eligible under the standard return policy.

Returns must be authorized by Luno before collection or shipment. Eligible refunds will be initiated after the returned product has been received and inspected.

Product Issues

Please inspect the product promptly after delivery.

Products that arrive damaged, defective, incorrect, unsafe, or materially different from their confirmed description are not subject to the change-of-mind return fee.

Please contact Luno with your order number, a description of the issue, and photographs of the product and packaging.

Depending on the circumstances, Luno may provide repair, replacement parts, a replacement product, or a refund.

Natural variations in wood grain, stone, rattan, fabric, color, texture, and handmade finishes are expected characteristics and are not ordinarily considered defects.

Limited Warranty

All Luno products include a limited warranty.

Warranty period

[To confirm: warranty period]

Covered materials and components

[To confirm: covered materials and components]

Exclusions

[To confirm: warranty exclusions]

Available remedies

[To confirm: available warranty remedies]

Bespoke products remain covered for qualifying manufacturing and material defects even though they are not eligible for change-of-mind cancellation or return.

The complete Luno Limited Warranty will be available for review before purchase.