Delivery Delays & Lost Parcels Policy — Lubané Era

At Lubané Era, we aim to deliver your order within the estimated timeframes provided. However, once your parcel has been handed over to the courier, delivery times may vary due to circumstances outside our control.

Delivery Delays

Delivery delays may occur due to:

• Weather conditions

• Strikes

• High-volume seasons

• Incorrect addresses

• Customs clearance (international orders)

We cannot refund or cancel orders due to courier delays.
If your parcel is delayed beyond the expected timeframe, please allow an additional 5 working days before contacting us.

Lost Parcels

A parcel is considered officially lost only when confirmed by the courier.

Before we can issue a refund or replacement, the courier must complete their investigation.
This process can take 7–14 working days depending on the carrier.

Customer Responsibilities

Customers must ensure:

• The correct full address is entered at checkout

• Safe access for delivery

• They check safe places/neighbours for the parcel

• They contact us within 7 days of suspected loss

If a parcel is marked as delivered by the courier, customers must contact the courier first for proof of delivery and investigation.

Replacements and Refunds for Lost Parcels

Only once the courier confirms the parcel as lost, we will offer:

• A replacement (if the item is in stock), or

• A refund

If a parcel is marked “delivered” and the courier provides proof of delivery, Lubané Era cannot issue refunds.

For all parcel issues, email: hello@lubaneera.com