- These Terms
- What these terms cover.
These are the terms and conditions on which we supply products to you.
- Why you should read them.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract what to do if there is a problem and other important information.
- Information about us and how to contact us
- Who we are
We are Lune + Wild Ltd, a company registered in England and Wales (company registration number 12824410) and our registered office is at 41 Priory Road, London, W45JA.
- How to contact us
You can contact us by telephoning our customer service team at 07921808026 or by writing to us at firstname.lastname@example.org
- How we may contact you
If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.
- Our contract with you
- How we will accept your order
Our acceptance of your order will take place when we email you to accept it, at which point a contract commences between us (Lune + Wild) and you, the customer.
- If we cannot accept your order
If we are unable to accept your order, we will inform you of this in writing and will not charge you for your order.
- Your order number
We will assign an order number to your order and tell you what it is when we accept your order. Please quote your order number whenever you contact us about your order to help us, help you.
- We only sell within the UK
We only sell products within the UK and to certain delivery areas. We currently deliver to mainland UK only (excluding some remote areas). To find out if we deliver to your area send us an email, orders outside of our delivery area are currently rejected at checkout.
Our subscription plan consists of an initial charge followed by recurring periodic charges. You acknowledge that your subscription has an initial and recurring payment feature and you accept responsibility for all recurring charges prior to cancellation. We may submit period charges without further authorisation from you until you cancel your subscription or change your payment method.
Your payment details will be stored securely and you’ll be charged for each of these deliveries, unless you choose to pay in advance. Some subscriptions may auto-renew at the end of their duration/ if you do not want to renew a subscription you can cancel it.
If you want to cancel or change your subscription you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
Please do not order our products if you or your child has a severe allergy. We do not operate in an allergen free kitchen and our meals often contain allergens.
- Our products
- Products may vary slightly from their pictures
All our meals are handmade following recipes, however there may always be a degree of variation and our organic nature means that our meals are not always uniform – it’s part of what makes them real + delicious. Therefore the images on our website are for illustrative purposes only. We also cannot guarantee that a device’s colour display accurately reflects the colour of our products. Rest assured, we aim to include only the best + freshest ingredients in our products.
- Product packaging may vary
The packaging of the products may vary from that shown on images on our website. We are a brand new business and are constantly innovating + improving our offering.
- Use by Date
A use-by date will be provided on each product. Our meals have a 3-month life from the date they are made, not the date they are delivered. Please only use products within their use-by-date. Our products must be stored at -15 degrees, in your freezer as soon as you receive them.
- Providing the products
- Delivery and costs
We are pleased to be able to offer free delivery for orders over £50.00. All other orders are subject to a delivery charge of £4.99. Our delivery costs are under constant review and may change.
- Arranging Delivery
We will contact you upon receiving your order with an estimated delivery day.
- If you are not at home when the product is delivered
Should no one be home when products are delivered, we are authorised to follow the delivery instructions provided to us by you. If you have provided us with a safe place location it must be within the area of the delivery address and be accessible. We will endeavour to follow any delivery instructions you provide but this cannot be guaranteed. If no safe place has been provided we will not attempt a further delivery. You are obliged to bear all expenses related to such an event. We may charge the realistic costs of storing and redelivering the products.
- Delays in delivery outside of our control
If the supply of our products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. In this instance, we will not be liable for delays caused by such event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
- When you become responsible for the product
The goods will become your responsibility from the time we deliver the products to the address you gave to us. Please store the products in your freezer immediately as beyond this point we are not responsible for any deterioration.
- Your rights to end the contract
In line with Consumer Contracts Regulations 2013, we allow you to change your mind within 2 hours of placing your order. After which point cancellations are dealt with on a case by case basis. If the cancellation request is completed before fulfilment of your order, we will offer a refund. If your order has already been fulfilled we may not be able to refund you the full price of the product.
- Our rights to end the contract
We reserve the right to cancel your order by writing to you if we are not fit to safely complete it, there is a delay in stock or the order is not within our delivery radius (some UK regions only). We will refund the cost of the product in this unlikely situation.
- If there is a problem with the product
- How to tell us about problems
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please take and send us photos to support claims.
Unfortunately, we cannot accept returns on gift cards. Please email email@example.com assistance and we will notify you if the refund is approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund too.
- If you are not satisfied
If you are not 100% satisfied with Lune + Wild Meals we want to know. Due to the perishable nature of our products, we are not able to offer returns or exchange but will take any complaints seriously and refund where appropriate. You can telephone our customer service team at 07983220520 or write to us at firstname.lastname@example.org
- Pricing and payment
The price of the product is clearly stated at the time of choice of purchase. Some orders may be subject to an additional delivery charge. Our prices may change to reflect the cost of goods and distribution. We will never change the price of your order once it has been made or if you are on a subscription plan, without spoken confirmation and acceptance of the new price plan.
- When you must pay and how you must pay
Payment for goods must be made at the time you submit your order and thereafter on your monthly recurring subscription day unless paused or cancelled. Payment is made by submitting your credit or debit card details with your order and we can take payment immediately or otherwise before delivery of the goods.
We accept payment with VISA, MASTERCARD, MAESTRO, VISA DEBIT, AMERICAN EXPRESS, APPLE PAY as well as with PAYPAL ACCOUNT.
Once payment is received you own the product.
- Our responsibility for loss or damage suffered by you
- We are responsible to you for foreseeable loss and damage caused by us
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
- How we may use your personal information