Shipping policy

Last updated: August 21, 2026

Thank you for shopping with Dewluna Beauty. This Shipping Policy explains how we process, ship, and deliver orders placed through our website.

Order Processing

Orders are processed after payment has been successfully confirmed.

We aim to process orders as quickly as possible. Processing times may vary during product launches, promotional periods, public holidays, or periods of high order volume.

Orders are not processed or dispatched on UAE public holidays and may be subject to reduced processing during weekends.

Once your order has been dispatched, you will receive a shipping confirmation and tracking information where available.

Please note that processing time is separate from delivery time.

Shipping Destinations

Dewluna ships to the destinations made available at checkout.

Available destinations, shipping methods, and delivery charges may vary depending on your location.

If your country or region is not available during checkout, unfortunately we are unable to ship to that destination at that time.

Shipping Rates

Shipping charges are calculated or displayed at checkout before you complete your purchase.

Rates may vary depending on the delivery destination, shipping method, order value, and any applicable shipping promotion.

Where Dewluna offers free or discounted shipping, eligibility requirements will be displayed on our website or at checkout.

Delivery Estimates

Estimated delivery times may be provided at checkout, in your order confirmation, or after your order has been dispatched.

Delivery estimates begin after your order has been processed and dispatched.

Please note that delivery times are estimates and are not guaranteed.

Orders may occasionally be delayed due to circumstances outside our reasonable control, including:

  • Courier or logistics delays

  • Customs clearance

  • Public holidays

  • Weather conditions

  • High seasonal shipping volumes

  • Local delivery restrictions

  • Incorrect or incomplete delivery information

  • Other events outside our reasonable control

We will do our best to assist if there is an unexpected issue with your shipment.

Order Tracking

Where tracking is available, tracking details will be provided after your order has been dispatched.

Tracking information may take some time to update after the shipment has been handed to the courier.

If your tracking information has not updated for an extended period or you believe there is an issue with your delivery, please contact hello@dewluna.com with your order number.

Shipping Address

Please ensure that your shipping address, telephone number, and other delivery information are complete and accurate before submitting your order.

If you notice an error after placing your order, contact us at hello@dewluna.com as soon as possible.

We will try to assist, but we cannot guarantee that an address can be changed once an order has entered fulfilment or has been dispatched.

Dewluna is not responsible for delays resulting from incorrect or incomplete delivery information provided by the customer.

If an order is returned to us because of an incorrect or incomplete address, repeated failed delivery attempts, or the recipient's failure to accept or collect the shipment, additional shipping charges may apply before the order can be resent.

Customs, Duties and Import Charges

Orders delivered outside the United Arab Emirates may be subject to customs duties, import taxes, clearance fees, or other charges imposed by the destination country.

Unless expressly stated at checkout that such charges are included, any customs duties, import taxes, or local clearance charges imposed after shipment are the responsibility of the recipient.

Dewluna does not control charges imposed by foreign customs authorities and cannot guarantee the amount, if any, that may be charged.

Customers are responsible for complying with the import requirements of their delivery destination.

If a shipment is returned to Dewluna because applicable customs charges were not paid or the shipment was refused by the recipient, any refund will be handled in accordance with our Return & Refund Policy and applicable law. Reasonable shipping or return costs may be deducted where permitted by law.

Delayed Shipments

Occasional shipping delays may occur after an order has been dispatched.

If your order is significantly delayed, please contact hello@dewluna.com with your order number so that we can investigate the shipment with the courier.

A delay shown by tracking does not automatically mean that a parcel is lost.

Lost Packages

If you believe your parcel has been lost in transit, please contact us at hello@dewluna.com.

We may need to open an investigation with the courier before confirming that a shipment is lost.

If the shipment is confirmed as lost, we will provide an appropriate resolution, such as a replacement or refund, in accordance with applicable law and the circumstances of the order.

Damaged Packages

If your order arrives damaged, please contact hello@dewluna.com as soon as possible.

Please include:

  • Your order number

  • Clear photographs or videos of the damaged parcel

  • Clear photographs or videos of the affected product

  • The shipping label and outer packaging where possible

Please retain the original packaging until we have reviewed the issue, as it may be required for a courier claim.

Damaged or defective products will be handled in accordance with our Return & Refund Policy.

Failed Delivery and Returned Shipments

If delivery cannot be completed because:

  • The delivery address is incorrect or incomplete

  • The recipient cannot be reached

  • The recipient repeatedly fails to accept delivery

  • The shipment is not collected where collection is required

  • Required customs charges are refused or unpaid

the courier may return the shipment to Dewluna.

If you would like the order to be resent, additional shipping charges may apply.

Where a refund is requested instead, applicable original or return shipping costs may be non-refundable or deducted from the refund where permitted by law.

This does not apply where the failed delivery was caused by an error by Dewluna or where applicable law requires otherwise.

Changes or Cancellations

If you need to change or cancel an order, please contact hello@dewluna.com as soon as possible.

We cannot guarantee changes or cancellations once an order has entered processing, fulfilment, or dispatch.

Consumer Rights

Nothing in this Shipping Policy is intended to exclude or limit any mandatory rights available to you under applicable consumer protection laws.

Contact Us

For questions about shipping or delivery, please contact:

Dewluna Beauty
Registered Trade Name: COSMETICS DEWLUNA
Licence No.: CN-6584288
Abu Dhabi, United Arab Emirates
Email: hello@dewluna.com