Cancellation policy
Some of our products can be bought as a subscription. This page explains how subscriptions work, what you'll be charged, and how to change or cancel — which you can do at any time.
How a subscription works
When you choose Subscribe instead of Buy once, you'll receive repeat deliveries of the same product at the frequency you select on the product page. That frequency is confirmed on your order confirmation email and shown in your account.
You save 9% on every subscription delivery, including the first one. The discount applies for as long as the subscription runs — it isn't an introductory rate that quietly ends.
Your payment details are stored securely by our payment provider. We never see or hold your card number.
When you're charged
- The first payment is taken at checkout, when you place the order.
- After that, you're charged on the same date each cycle, just before each delivery is prepared.
- The amount, the date and the frequency are all shown before you buy, in your confirmation email, and in your account at any time.
Delivery charges are worked out the same way as any other order — see our Shipping Policy.
Changing or cancelling
You can cancel at any time, for any reason, with no fee and no minimum number of orders.
Every order confirmation email contains a link to manage your subscription. From there you can:
- Cancel it
- Skip your next delivery
- Pause it for a while
- Change the frequency, if it's arriving too often or not often enough
- Change the delivery address or payment card
Or simply email info@su-luna.com and we'll do it for you. We aim to reply within one working day.
To stop a payment, cancel before your next charge date. Once a payment has been taken and the order is with our fulfilment partner, we can't recall it — but you can still return the delivery unopened under the terms below.
If a payment fails
If your card is declined we'll try again over the following few days and email you. If it still won't go through, we'll pause the subscription rather than keep retrying. Nothing is sent and nothing further is charged until you update your details.
If prices change
If the price of your subscription changes, we'll email you before it takes effect so you can decide whether to continue. A price change never applies to an order already paid for.
Your legal right to cancel
Separately from everything above, you have the statutory right to cancel a distance purchase within 14 days of receiving your first delivery.
Because we sell cosmetics, that right does not apply to products whose seal has been broken, for hygiene reasons. Unopened deliveries can be returned. Our Refund Policy explains how this works in full, and nothing on this page affects your rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.
Questions
Email info@su-luna.com.