Question 1

What products do you offer?

Accepted Answer

We specialise in personalised keepsake pieces, including keepsake sweaters, baby name sweaters, tees, baby grows and memory bears — all designed to turn special memories into wearable keepsakes

Question 2

How do I place an order?

Accepted Answer

Orders can be placed directly through our online store by selecting your desired item and entering any personalisation details (such as name, title, or special message). If you have a unique custom order request, you can also contact us via email or Instagram.

Question 3

Can I customise my design?

Accepted Answer

Yes! Most of our items can be customised with names, titles, or special words. If you’re looking to personalise something more unique, feel free to reach out and we can work with you to bring your idea to life.

Question 4

What is the turnaround time for orders?

Accepted Answer

Because each item is lovingly handmade and personalised to order, turnaround times can vary. Typically, please allow up to 6–8 weeks (excluding weekends and holidays) for your order to be completed and dispatched. We always aim to keep you updated on progress.

Question 5

Do you accept rush orders?

Accepted Answer

Rush orders may be possible depending on our current workload. Please contact us directly via email or Instagram to check if we can accommodate your requested timeline.

Question 6

How do I care for my keepsake garment?

Accepted Answer

To keep your garment looking its best:
Wash on a gentle cycle
Use mild detergent
Turn the garment inside out
Avoid bleach

Following these steps will help protect the personalised details.

Question 7

Do you offer exchanges or returns?

Accepted Answer

Because all keepsake items are handmade and personalised, we do not offer general returns or exchanges. If there’s a mistake in your order or a quality issue, please contact us and we’ll work with you to make it right.

Question 8

Can I order a gift voucher?

Accepted Answer

Yes! We offer gift vouchers for selected keepsake items. These make great gifts and can be redeemed at checkout for personalised products.

Question 9

Where do you ship?

Accepted Answer

We currently ship within South Africa. If you’d like to place an international order, please get in touch and we can advise on options and shipping costs.

Question 10

How can I track my order?

Accepted Answer

Once your order has been dispatched, you’ll receive tracking information via email or direct message, so you can follow it all the way to your doorstep.

Question 11

Can I order more than one personalised item in a single order?

Accepted Answer

Absolutely! You can add multiple personalised pieces to your cart before checkout — just make sure to fill in the correct personalisation details for each item.

Question 12

How does delivery work?

Accepted Answer

All Luna & Co items are made to order and carefully handcrafted.
Please allow 6–8 weeks production time before your order is ready for dispatch.
The delivery option you select at checkout (courier or collection, where applicable) applies only once your order has been completed and is ready to ship.

Question 13

Does delivery include production time?

Accepted Answer

No — production and delivery are separate.
All items require 6–8 weeks to be made.

The delivery method selected at checkout applies after your order has been completed.

FAQ

Frequently asked questions