Contact information

Choosing between two weights, or waiting on a parcel? Send us a message and someone on our team will answer.

How to reach us

Twelve hours a day on weekdays — so most questions are answered the same day they're asked.

Before you order

Weight and quality
The question worth asking first. GSM for towels, fibre and weave for bedding — these decide how something performs and how it holds up. Tell us what you're comparing and we'll explain the difference in plain terms, including when the honest answer is that two products are much the same.

Size and fit
Whether a fitted sheet suits a deep mattress, how a towel measures against what you already own, what a set actually includes. Send us your dimensions and we'll tell you straight.

Colour
How something reads in daylight versus lamplight, and whether it'll work in a north-facing room. Screens flatter, and we'd rather say so than have you find out after it arrives.

Care and washing
Wash temperature, whether something needs separating, and what it looks like after a year rather than a week.

You'll get an answer from someone who has handled the product, not a line copied from a supplier sheet. We'd rather talk you out of the wrong thing than process the return.

After you've ordered

Tracking your parcel
Your tracking number arrives by email once your order is dispatched. Allow up to 48 hours for the first scan to appear — a quiet tracking page in the first day or two is normal, not a sign that something has gone wrong.

If a parcel stalls, or tracking says delivered when nothing arrived, send us your order number. We'll open the investigation with the courier ourselves — there's no need for you to chase them.

Returns and refunds
Contact us before posting anything back and we'll send the correct return address and a reference. You have 30 days from delivery, and no reason is needed. Full conditions are in our Returns & Refunds policy.

Damaged, faulty or wrong item
A photograph and your order number is all we need. You choose between a replacement and a full refund, we cover the return postage, and there's nothing to argue about.

Anything else
Press enquiries, partnership proposals, or feedback on the site — same address, and we'll pass it to the right person.

Two things that speed up a reply

Lead with your order number. It sits at the top of your order confirmation email. Without it, we're searching by name and email address, which typically adds a day.

Attach a photograph for anything visual. Damage, an incorrect item, or a question about colour or finish — an image resolves in seconds what a written description often can't.

Our policies

• Shipping — processing times, tracking, and what happens if a parcel goes astray
• Returns & Refunds — your 30-day window, statutory rights and how refunds are processed
• Privacy Policy — what we collect, why, and what you can require us to do about it
• Terms of Service — the terms your purchase is made under

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Business information

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The Lunveia team