FREQUENT ASKED QUESTIONS
Do we work with ID or Architects?
Yes. We work closely with Interior Designers, Architects, Contractors, Developers, and other trade professionals on projects basis. We offer personalised product recommendations, project quotations, sample requests, trade pricing, and dedicated support to help bring your designs to life.
What if there's a delay in shipment?
While we strive to deliver every order within the estimated lead time, delays may occasionally occur due to factors beyond our control, including freight disruptions, customs clearance, adverse weather, global events, or other unforeseen circumstances.
If your order is delayed by more than 10 days beyond the estimated delivery timeframe due to reasons within our control, we will provide a Luna & Loam discount voucher as a gesture of appreciation for your patience.
Our team will keep you informed throughout the process and provide regular updates until your order arrives.
What if the colour/shape/size differs?
We strive to represent our products as accurately as possible. However, slight variations in colour, texture, size, shape, and finish may occur due to screen settings, lighting conditions, natural material characteristics, and manufacturing tolerances. These variations are considered normal and are not regarded as product defects.
If you have any concerns before placing your order, we recommend contacting our team for further assistance.
Can i Dispose my old furniture?
Yes, we may be able to assist with the disposal of existing materials on a case-by-case basis. Availability depends on the type of materials, project scope, and location. Additional charges may apply.
Please contact us with your project details for an assessment and quotation.
Warranty Policy
All eligible products are covered by a 2-Year Limited Warranty from the date of delivery against manufacturing defects under normal residential use.
Our Warranty Covers
- Manufacturing defects
- Faulty workmanship
- Material defects under normal use
Our Warranty Does Not Cover
- Normal wear and tear
- Accidental damage or misuse
- Improper installation, handling, or maintenance
- Damage caused by water, chemicals, excessive heat, or environmental conditions
- Natural variations in colour, texture, grain, or finish
- Commercial or high-traffic use, unless otherwise stated
Warranty Claims
If you believe your product has a manufacturing defect, please contact us within the warranty period and provide:
- Your order number
- A description of the issue
- Clear photographs or videos of the affected product
All claims will be assessed on a case-by-case basis. Where approved, Luna & Loam will, at its discretion, repair, replace, or provide an appropriate solution.
Can i cancel my order?
Can I Cancel My Order?
You may cancel your order within 24 hours of placing it for a full refund, provided your order has not yet entered processing or production.
After the 24-hour cancellation period, or once your order has been processed, allocated, manufactured, or placed with our suppliers, cancellations are no longer accepted and all payments made are non-refundable.
If you wish to reserve or hold an item, a 60% non-refundable deposit is required. The remaining balance must be paid in full before your order is processed or dispatched.
If you need to make changes to your order, please contact us as soon as possible. We'll do our best to assist where possible!
What are our payment terms?
Payment Terms
To begin processing your order, full payment is required upon confirmation.
If you would like us to reserve or hold your items, a 60% non-refundable deposit is required. The remaining balance must be paid in full before your order is processed or dispatched.
Please note:
- Orders will only be processed after full payment or deposits has been received
- Deposits made to reserve or hold products are non-refundable.
- Cancellations made after payment or deposit confirmation are not eligible for a refund, as products may have already been allocated, manufactured, or ordered specifically for your purchase.
If you have any questions regarding our payment terms, please feel free to contact us.
What is the return/exchange policy
Returns & Exchanges
At Luna & Loam, many of our products are carefully sourced or made to order specifically for each customer. As such, we kindly ask that you review your order carefully before confirming your purchase.
Returns
We do not accept returns for:
- Change of mind
- Incorrect product, colour, size, or quantity selected by the customer
- Customised or made-to-order products
- Clearance or final sale items
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please notify us within 48 hours of delivery with clear photographs of:
- The product
- The packaging
- The shipping label
Once reviewed, we will arrange a replacement, exchange, or appropriate resolution where applicable.
Exchanges
Exchanges are only available for products that are:
- Damaged during transit
- Incorrectly supplied by Luna & Loam
- Confirmed to have a manufacturing defect
Refunds
Refunds will only be issued where a replacement or exchange is not possible. Approved refunds will be processed using the original payment method.
Need Assistance?
If you have any questions regarding your order, our team is always happy to help.
Email: lacasa@luna-loam.com
Phone: (+65) 9072 9441
Where are we based?
We're based in Singapore and proudly support projects worldwide.
How do I get started?
Getting started is easy! ✨
Simply browse our collection and explore the pieces that speak to your style. Whether you're refreshing a corner of your home or styling an entire space, we're here to help!
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an update via any communicated platforms.
For Singapore orders, lead times typically range from 3-6 weeks from order placement date, depending on the item selected. Some products are ready stock, while others may require manufacturing prior to shipment.
For overseas orders, lead times vary by destination and product. Please get in touch with us for a personalised shipping estimate. ✨
Estimated lead times are subject to change due to external factors such as shipping delays, severe weather, customs clearance, global events, or other unforeseen circumstances.
What makes you different?
We believe luxury should be both beautiful and attainable. Every piece in our collection is thoughtfully curated and handpicked for its craftsmanship, aesthetic, and timeless appeal, offering premium design at accessible prices.
Payment Methods
Singapore: We accept Bank Transfer, Online payment and PayNow for all local orders.
International: We accept Bank Transfer for all international orders.
Once your order is confirmed, our team will provide the relevant payment details and guide you through the next steps.
How can I contact you?
You can reach us via our Contact page, Instagram, WhatsApp, or email.
Whether you're seeking product recommendations, quotations, or project support, our team will be happy to assist!
