Terms and conditions
Lunar Mail Ltd
Last updated 25.09.2026
1 About us and these terms
Lunar Mail is the trading name of Lunar Mail Ltd, a company registered in England and Wales with company number 12911421. Our registered office is 10 Blue Hut Way, Basingstoke, England, RG23 7FZ.
Email: rachelellen@hotmail.co.uk
Website: https://www.lunar-mail.co.uk
Trading and correspondence address: 10 Blue Hut Way, Basingstoke, England, RG23 7FZ.
These terms apply to consumer purchases of physical products through our website. Please read them before ordering and keep a copy. Nothing in these terms limits your statutory consumer rights. Our separate privacy notice explains how we use personal information; accepting these terms is not consent to marketing.
Orders must be placed by an adult aged 18 or over. If you are ordering for another person, please ensure you are entitled to provide their details, including permission from a parent or guardian where appropriate for a child.
2 Placing and accepting an order
Please check the product description, personalisation, quantity, delivery address and delivery timing before paying. Placing an order is your offer to purchase the selected products.
A contract forms when we email you confirming acceptance of your order. An automated acknowledgement that only confirms receipt is not acceptance. If we cannot accept an order, we will explain and promptly refund any payment taken for it.
The product description and delivery arrangements agreed when we accept your order form part of the contract. We will not make a material change to an accepted order without your agreement.
3 Products and personalisation
The product page explains what is included and which details can be personalised. Our standard letters are printed and hand finished; they are not fully handwritten unless the product description or a separate written agreement says otherwise.
Please enter names, spelling, addresses and other personal details carefully. If you notice an error, email us immediately with your order number. We will check whether it is still possible to amend the order. Any additional charge for a customer-requested change or remake will be explained and agreed in advance.
If we reproduce the information you supplied correctly, an error in that information is not normally a fault in the product. This does not remove your rights if we make an error or fail to supply what was agreed.
Hand finishing can produce small variations, and screen settings can affect displayed colours. Products must still match their description and meet the standards required by consumer law.
Please check any food ingredient and allergen information and product safety instructions before ordering or use. Contact us before purchase about an omission or substitution; do not assume a special request has been accepted until we confirm it.
4 Prices and payment
Prices are shown in pounds sterling and include applicable UK taxes. Delivery charges and the total payable are shown before you place your order. Payment must be received before we prepare and dispatch the goods.
If we identify a pricing error before accepting an order, we will contact you to explain it. We will not charge a corrected price without your agreement. If we cannot agree to proceed, we will cancel the unaccepted order and promptly refund any payment taken. We do not reserve a general right to increase the price of an accepted order.
Refunds are made in pounds sterling using the original payment method unless we agree otherwise with you. Your bank or payment provider may apply its own currency conversion rate or charges.
5 Delivery
We deliver to the real postal address supplied at checkout. A whimsical address requested for the decorative envelope does not replace the delivery address.
The delivery period will be shown or agreed before purchase. Seasonal pre-orders may have a later agreed delivery period. Unless we agree otherwise, we will deliver without undue delay and within 30 days of the contract being made. Preparation and dispatch time is separate from time in the post.
If you need delivery by a particular date, contact us before ordering so we can confirm whether we can agree to it. We will let you know about material delays and discuss the options available.
Where an agreed essential delivery date is missed, or we refuse to deliver, you may be entitled to end the contract immediately. Otherwise, you can normally give us an additional reasonable time to deliver and end the contract if we miss it. We will refund the amounts due without undue delay. Postal delays do not remove your statutory rights, including for personalised goods.
Where we arrange the carrier, goods remain our responsibility until they are physically received by you or someone you nominate to receive them. If a parcel is lost or damaged in transit, please contact us so we can resolve the issue with you.
Please tell us quickly if your delivery address is wrong. If an incorrect address or an uncollected delivery causes a parcel to be returned, we may agree a reasonable charge reflecting the actual cost of redelivery. We will explain this before charging. You will not be charged for redelivery needed because of our error.
International destinations, charges and ordering deadlines depend on the service offered. Any import taxes, duties or handling charges not collected by us at checkout may be payable by the recipient; we will identify this before purchase where applicable. Contact us before ordering to a PO Box, prison or military address so we can check delivery availability.
6 Changing your mind about standard goods
For eligible non-personalised goods bought online, you may cancel without giving a reason from the time you order until 14 days after the day you, or your nominated recipient, receive the goods. If goods in one order are delivered separately, the period normally runs from receipt of the last item.
Email hello@lunar-mail.co.uk or write to us with a clear statement that you wish to cancel. You may use the cancellation form below, but do not have to. Send your cancellation before the deadline; you do not need our permission or a reply for it to take effect.
Return the goods without undue delay and within 14 days after telling us you are cancelling. Our returns address is 10 Blue Hut Way, Basingstoke, Hampshire, RG23 7FZ. You pay the direct return postage for a change-of-mind return. Please pack the goods securely and keep proof of posting.
You may inspect goods as you would in a shop. We may deduct an amount for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law allows. Original packaging is helpful but is not an absolute condition of your statutory cancellation rights.
We will refund the cancelled goods and, when the whole order is cancelled, the cost of our least expensive standard outbound delivery option. Any additional charge for an upgraded delivery option is not refundable under the change-of-mind rules.
We will refund without undue delay and within 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. Where no goods were supplied, we will refund within 14 days after you tell us you are cancelling. We do not charge a cancellation or restocking fee for exercising this statutory right.
7 Personalised and bespoke goods
The statutory change-of-mind cancellation right does not generally apply to goods made to your specifications or clearly personalised, such as a letter made with your child’s details. This exception is based on the nature of the goods; it does not begin only when production starts. Hand finishing alone does not make a standard product exempt.
Please contact us promptly if you need to cancel or change a personalised order. We will check what is possible and confirm any voluntary arrangement with you in writing.
Personalised and bespoke goods still carry statutory rights if faulty, damaged, incorrectly supplied or not as described. This section does not restrict those rights or rights relating to non-delivery.
8 Faulty damaged or incorrect goods
We are responsible for supplying goods that meet the contract, are of satisfactory quality, are fit for their purpose and match their description.
Please contact us as soon as you notice a problem, with your order number or other proof of purchase and an explanation. We may ask for photographs to help assess damage or an error, including packaging if relevant. We will work with you if photographs are not practical. There is no seven-day deadline that removes your statutory rights.
For faulty or misdescribed goods, you will normally have a short-term right to reject them for a refund within 30 days of delivery. A shorter period may apply to genuinely perishable goods. After the short-term period, the law normally provides for repair or replacement and, where the legal conditions are met, a price reduction or final rejection. You do not have to accept a replacement where you are entitled to reject for a refund.
We will cover reasonable return costs for goods that fail to meet the contract. Please contact us to arrange a suitable return or collection method. Contacting us helps arrange this; it is not a requirement to obtain permission to exercise your legal rights.
When a refund is due following rejection under the Consumer Rights Act, we will pay it without undue delay and within 14 days of agreeing that you are entitled to it. Your rights may continue beyond the periods summarised here.
9 Intellectual property and resale
Rights in our website content and products, including illustrations, designs, text and branding, belong to Lunar Mail Ltd or the relevant creators and rights holders, as applicable. Buying a physical product does not transfer copyright or permission to reproduce its content.
You must not copy, scan, reproduce, commercially adapt or distribute protected content without the appropriate permission, except where the law permits. You must not use our branding to suggest an unauthorised affiliation or present our work as your own.
These terms do not impose a blanket ban on lawful resale or gifting of genuine physical products you own. Please contact us if you would like a wholesale or other commercial supply arrangement.
10 Our responsibility and complaints
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else the law does not allow us to exclude.
For a complaint, email hello@lunar-mail.co.uk with your order details and the outcome you are seeking. We will investigate and explain our response. If a complaint remains unresolved, we will provide information about an appropriate alternative dispute resolution provider and whether we are willing or required to use it, as the law requires. You retain your right to take legal action.
11 Governing law and updates
These terms are governed by the law of England and Wales. This does not deprive consumers elsewhere of mandatory protections that apply where they live. Consumers in Scotland or Northern Ireland can also bring proceedings in their local courts, and any other mandatory consumer jurisdiction rights remain unaffected.
We may update these terms for future orders. The version applying when your order is accepted continues to govern that order, unless a change is required by law or we agree it with you.
Optional cancellation form
Use this form only if you wish to cancel an order under an applicable cancellation right. A clear email or other statement is also sufficient.
To Lunar Mail Ltd
Email: hello@lunar-mail.co.uk
Postal address: 10 Blue Hut Way, Basingstoke, England, RG23 7FZ
I or we hereby give notice that I or we cancel my or our contract of sale of the following goods:
Goods: ______________________________________________________
Order number, if available: ______________________________________
Ordered on or received on: ______________________________________
Consumer name or names: ______________________________________
Consumer address: ____________________________________________
____________________________________________________________
Signature, only if this form is sent on paper: ________________________
Date: ________________________________________________________
Delete wording that does not apply. Return goods to the confirmed returns address in the terms; it may differ from the address for cancellation notices.
Privacy notice
Lunar Mail Ltd
Last updated 25.09.2026
Who we are
Lunar Mail Ltd is responsible for deciding how personal information is used for our shop and orders. Our company number is 12911421 and our registered office is 10 Blue Hut Way, Basingstoke, England, RG23 7FZ. Contact rachelellen@hotmail.co.uk about privacy or write to us at 10 Blue Hut Way, Basingstoke, England, RG23 7FZ.
This notice covers customers, gift recipients, people who contact us, mailing-list subscribers and website visitors. Orders must be placed by adults, although adults may provide children’s details for personalised products.
Information we collect and where it comes from
We receive information directly when you order, contact us, subscribe, create an account where offered or leave feedback. A purchaser may also give us details about a child or another gift recipient. Our website and providers may collect technical information when you visit.
Depending on your interaction, this includes contact and delivery details; order and payment-status records; your messages; account information where relevant; marketing preferences; and necessary security information. Optional analytics or advertising information depends on your choices and the technologies listed in our cookie notice.
Personalisation information can include a child’s name and the age, wishes, achievements or other ordinary details requested for the chosen product. Please provide only what is needed. Do not include health diagnoses, religious beliefs or other sensitive information in routine order fields. If a special circumstance needs discussion, contact us first without sending sensitive details so we can agree an appropriate approach.
Payments are handled by the payment providers offered at checkout. We receive payment confirmations and transaction information needed to manage your order; we do not store full card numbers or card security codes in our own order records.
Why we use information
Orders and enquiries. We use the purchaser’s details to answer pre-order questions, take payment, provide products, communicate about delivery and deal with returns. Our legal basis is taking steps towards, or performing, our contract with the purchaser.
Children and other recipients. We use recipient information supplied by an adult to make and deliver the requested personalised gift. Our proposed legal basis is legitimate interests in fulfilling that request, balanced against the recipient’s rights, with particular care for children. We do not use children’s personalisation details to direct marketing to them.
Legal and accounting requirements. We keep records required by applicable law, relying on legal obligation.
Security and resolving problems. We use necessary information to protect the shop, handle ordinary correspondence, resolve disputes and establish or defend legal claims, relying on our legitimate interests in running a secure and accountable business, where those interests are not overridden by your rights.
Marketing. We send newsletters where you have opted in. Our basis is consent. You may unsubscribe through the link in a marketing email or contact us. Withdrawal does not affect earlier lawful use or necessary order communications.
Optional website technologies. Our draft policy is to seek consent for optional analytics and advertising technologies. Further details appear in the cookie notice. We do not treat purchase or acceptance of the sales terms as consent to optional marketing or tracking.
If you do not provide information necessary to process an order, we may be unable to fulfil it. Optional information and marketing consent are not required to purchase.
Who receives information
We share information only as needed for the purposes described here. This can include our website and order platform, payment providers, delivery services, email provider, necessary production support, IT support and professional advisers. We may also disclose information where legally required or otherwise lawfully necessary to protect legal rights.
Who we share your information with
We share personal information where needed to run Lunar Mail, prepare and deliver your order, communicate with you and meet our legal obligations. Depending on the services you use, recipients include:
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Our website and online shop provider, Wix: to host our website and manage orders, customer details and information submitted through our website. You can read Wix’s Privacy Policy here.
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Payment providers: to process payments and refunds, verify transactions and help prevent fraud.
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Postal, courier and postage-label services: to arrange delivery using the recipient’s name, delivery address and any contact details needed for delivery updates.
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Email and newsletter service providers: to handle enquiries, send order updates and deliver newsletters where you have subscribed.
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Accounting software providers and professional advisers: to maintain financial records, prepare accounts and obtain accounting or legal advice where necessary.
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External printing, calligraphy or order-fulfilment providers: where involved in preparing your order, to receive the personalisation or delivery details needed to complete their part of the work.
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We limit the information shared to what is needed for the relevant purpose. Providers handling information on our behalf must protect it and process it in accordance with our instructions and applicable data protection requirements.
We may also disclose information to HMRC, regulators, courts or law enforcement where legally required or otherwise lawfully justified.
We do not sell your personal information.
Service providers acting for us receive appropriate instructions and contractual safeguards. Some providers, such as certain payment services, independently determine some uses of information under their own privacy notices. We do not sell personal information.
Processing outside the United Kingdom
Some providers may process information outside the UK. Where a restricted international transfer occurs, we must use a lawful transfer mechanism, such as applicable adequacy regulations or approved contractual safeguards, together with any required assessment.
You can contact us for information about the safeguards and how to obtain a copy where applicable.
How long we keep information
We retain information only for the stated purpose and any justified legal requirement. Keeping accounting records does not automatically require retaining a child’s detailed personalisation text for the same period.
Order and accounting records: We retain the order, payment and invoice information needed for our accounting and tax obligations for six years from the end of the last company financial year to which it relates. Relevant records may be kept longer where required by law or where necessary to resolve an ongoing tax enquiry, dispute or legal claim. We securely delete or anonymise personal information when it is no longer needed.
Children’s personalisation details, working files and production copies: We review these records once an order has been delivered and any outstanding corrections, replacements or complaints have been resolved. We then securely delete personalisation details and working letter files that are no longer needed, and securely destroy surplus printed copies.
If particular information is needed for an ongoing dispute or legal claim, we retain only the relevant information and review it again when the matter is resolved.
Where deleted information remains in backups that cannot be immediately edited, it is kept beyond routine use until the backup is securely overwritten or deleted through the backup replacement cycle. If a backup is restored, the relevant deletions are reapplied.
Marketing details: We keep your name and email address while you remain subscribed and your consent remains valid. You can unsubscribe at any time using the link in our marketing emails or by contacting rachelellen@hotmail.co.uk
We review our mailing list at least once a year, considering when you subscribed, our subsequent contact with you and whether you would still reasonably expect to receive our updates. We remove contacts from active marketing where consent is no longer valid.
If you unsubscribe, we retain only the minimum information needed to record your preference and prevent further unwanted marketing, such as your email address and the date you unsubscribed.
We retain records of when and how you gave consent while we rely on that consent. Afterwards, we keep relevant evidence only where necessary to handle a complaint, regulatory enquiry or legal claim. We review that need annually and securely delete records when they are no longer required.
Cookie and similar technology durations appear in the completed cookie notice or preference panel. We securely delete or anonymise information when it is no longer needed.
Your rights
Depending on the circumstances, you may ask to access, correct or delete your information, restrict its use, object to processing, receive certain information in a portable format, or withdraw consent where we rely on it. You can object to direct marketing at any time.
Children have their own data protection rights. A parent or guardian may sometimes act on a child’s behalf, depending on the child’s understanding and the circumstances. We may ask for proportionate evidence of identity or authority before disclosing information.
Contact hello@lunar-mail.co.uk to make a request. We normally respond within one month. If the law permits an extension or a pause while necessary information is obtained, we will explain what is needed and the applicable timing. These rights have conditions and exceptions, which we will explain where relevant.
Concerns and complaints
You can raise a privacy complaint by emailing hello@lunar-mail.co.uk or writing to our correspondence address. Please describe your concern and how we can contact you. No special wording is required.
We will acknowledge a data protection complaint within 30 days, investigate without undue delay, keep you informed and explain the outcome.
You may also complain to the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/ or contact the ICO on 0303 123 1113. We would welcome the opportunity to help resolve your concern directly.
Changes to this notice
We will date updates and bring material changes to your attention where appropriate. An updated notice does not itself authorise an unrelated new use of information or replace any consent required by law.
Cookie notice
Last updated 25.09.2026
Our website uses cookies and similar technologies, which can store or access information on your device. Some are needed for functions such as the shopping basket, secure checkout and remembering your privacy choices.
Our policy is to ask before using optional analytics or advertising technologies. You can accept or reject optional technologies and change your choices through Rejecting optional technologies does not prevent you from ordering. Essential technologies may still be used where permitted by law.
Cookies and other website technologies
Our website uses Wix and other service providers to deliver website features, manage privacy choices and support advertising.
Service
Provider
Purpose
Category
Website and content management
Wix
Display and operate our website and its content.
Essential, as categorised by the website scan
Website chat
Wix
Enable visitors to contact us through the website’s chat feature.
Essential, as categorised by the website scan
Cookie consent management
Usercentrics for Wix
Record and manage visitors’ cookie preferences.
Essential
Meta Pixel and Conversions API integration
Meta and Wix
Measure website activity and advertising performance. This includes supporting scripts hosted by Wix.
Advertising
Google Fonts
Load the Roboto font used by a website component.
Font delivery
These services involve requests to the relevant providers, which may receive technical information such as an IP address and browser information. Advertising technologies require consent.
You can also manage cookies in your browser, although blocking essential cookies may affect shop functions. For information about any personal data involved, see our privacy notice.
For Rachel before publication: check the actual banner offers a clear reject option, blocks optional tools before consent and supports withdrawal. This draft deliberately uses consent for optional tracking; it does not assume that any analytics exemption applies. Publish a completed inventory rather than this placeholder.
Packaging and the environment
We aim to use paper and card packaging where suitable and to reduce unnecessary plastic. Our products are designed to be kept and enjoyed as keepsakes.
If you decide to dispose of an item, please check the materials and your local recycling guidance. Some decorative finishes, adhesives or mixed materials may need to be separated or may not be accepted in paper recycling.