Help Center

Orders *may* and will often ship faster than this updated timeframe, but we are quoting a longer period to avoid overpromising on arrival times.

International deliveries are experiencing major delays as some countries are only accepting mail by sea. 

For more approximate estimates please head to the checkout page and see shipping estimates for each option.

International

Non-Tracked: 4 to 16 weeks 

Standard Tracked: 2 to 5 weeks

Australia

Non-Tracked: 7+ business days

Standard Tracked: 5+ business days

New Zealand

Non-Tracked: 3 to 8 weeks

Standard Tracked: 10+ business days

Due to reduced flights and government restrictions we can only ship to very limited countries. 

Once restrictions are eased we will resume shipping collars world-wide! Please make sure to double check shipping delays due to the pandemic. 

If you would rather wait but still support small business or your country is currently not available to be shipped to, please have a look at the gift card options available - SHOP GIFT CARDS  

Up to date list of countries we are currently shipping to:

• Australia
• Austria
• Belgium
• Canada
• China
• Chile
• Denmark
• France
• Germany
• Greece
• Hong Kong
• Hungary
• Iceland
• Indonesia 
• Ireland
• Italy
• Japan
• Liechtenstein
• Luxembourg
• Malaysia
• Malta
• Moldova
• Morocco
• Netherlands
• New Zealand
• Poland
• Portugal
• Saudi Arabia
• Singapore
• South Korea
• Sweden
• Switzerland
• Thailand
• United Arab Emirates
• United Kingdom
• United States of America

We have temporarily paused all Economy and Express shipping upgrade options as of 26/04/2020. 

These options will be reinstated again later, once Australia Post is able to deliver according to a more predictable schedule. We expect these changes to be a temporary adjustment.

I am taking every precaution to ensure the safety and good health of myself who produces the collars, as well as making sure my work environment and materials are frequently cleaned and sanitised. 

Luna Lily Collars response to COVID-19 aligns to the protocols recommended by the World Health Organization and the Centre’s for Disease Control.

I hope you and your loved ones (including pets of course) are staying safe and well during this challenging time and thank you for your patience, understanding and support!  

If you have any questions, please email us at hello@lunalilycollars.com  

Luna Lily Collars ships worldwide and offers FREE Non Tracked shipping to all countries. 

For our Tracked shipping prices please Click Here

Please allow 1-3 business days for production before your order ships from our headquarters located in Queensland, Australia.

Our collars are handmade in Australia and made to order. 

You will receive a shipping notification sent via email once your order has been shipped.

This is sent to you via the email address you provided. If you selected tracked shipping, it will also contain tracking information.

Please Note: if you did NOT receive an order confirmation or shipment notification, you may need to check your spam folder. Also please check you supplied the correct email at checkout and that it did not have any typos. If email is incorrect, please email hello@lunalilycollars.com to inquire about your order.

When your order is placed and when it is shipped, a confirmation email is sent out to keep you informed.

If you did not receive an email confirmation, it could be because of the following issues:

1. The email you provided when placing the order was not entered correctly.
   
2. The email is caught in your spam folder or accidentally deleted.
   

If you still can not find the confirmation email, please email us at hello@lunalilycollars.com. Please include your full name, and the correct email address.

Of course, here at Luna Lily Collars we love making custom designs. 

- All our custom collars start at $35.95 AUD.

Please head over to our Custom Order page for more information. Alternatively email us at hello@lunalilycollars.com or direct message us on Instagram 

You can either use a flexible measuring tape or a piece of string (then measure with a straight ruler). Allow enough room to fit two of your fingers between the collar and your pets neck. This ensures your pets comfort when wearing the collar. 

Please visit the Size Guide to see more tips and our size options.

Yes, most our collars are adjustable. Simply slide the adjuster to the left or right to extend or shorten the length of the collar. The range of length is listed in the Size Guide. 

Adjustable Sizes:

XS, S, M, L, XL

Non-Adjustable Sizes:

Kitten & Exact

Non adjustable sizes are perfect for pets who have stoped growing and want a perfect fit collar, or for very young kittens that a normal adjustable collar would be too bulky and heavy. 

Please visit the Size Guide to measure your pets neck correctly before ordering.

Pets neck measurement must be added to the "Exact Measurement" section when ordering.

Yes we can make any size collar you need. 

Please add your Pets measurements when adding your collar to your cart. 

Also please contact us to discuss best sizing options, simply email us the size of your pets neck at hello@lunalilycollars.com

Please choose the larger size, especially if your pet is still growing. 

Alternatively please email us at hello@lunalilycollars.com and we can organise a customised adjustable size range for you.

Each collar is made with a quick release safety buckle that opens under tension.

When tugged on (with a decent amount of pressure), the buckle auto-releases to allow the pet to easily escape in an emergency without a human's aid. This could be beneficial if a cat had its collar stuck on something (like a fence, or in a fight with another animal outside, etc.). Additionally it is useful for small dogs as their necks can also be prone to injury. 

I do not recommend non-quick release buckles for cats. However for dogs I do have stand buckles available upon request. 

If you would like a standard buckle for your dog, please mention this in the notes of your order.

"Please note, Luna Lily Collars are not to be used for walking or restraining purposes".

Our collars are made using premium quality materials that are both comfortable and look good. Although our collars are strong and can be worn everyday without issue, if your pet doesn't like wearing collars, or is a mischief maker, they may not last as long. 

All collars are made with vegan leather or suede. Both provide a soft backing for your pets comfort.

No, Luna Lily Collars are not to be used for walking or restraining purposes. 

If you would like your pet to wear our collar whilst being walked, please use a harness and then leave the collar as a decorative aspect. 

It is recommended not to submerge your collar in water or other liuiquids as this can damage the bonds of the vegan leather. It will also speed up the tarnishing of the metal hardware.

Yes, we accept payments in AUD, USD, CAD, EUR, GBP, HKD, JPY, NZD, SGD.

To change the currency from Australian Dollars (AUD), please go to the currency selector at the top right hand corner or in the menu bar on mobile. Make your currency selection and then continue to shop as normal.

If you need your collar in a different size than the one you selected, you may request an exchange (as long as your order was not customised). Please email us at hello@lunalilycollars.com to request an exchange.

If your order qualifies for an exchange, we will provide a mailing address for you to return the item.

To qualify for an exchange the item must be in new, unused and resellable condition.

Shipping costs for exchanges are the responsibility of the buyer.