Shipping policy

Effective Date: 12.02.2024
Last Updated: 12.07.2026

This Shipping Policy explains how ROCKWELL COMMERCE GROUP LIMITED, trading as MoveLune (“MoveLune,” “we,” “us,” or “our”), processes and delivers orders placed through movelune.com.

By placing an order through our website, you agree to the terms of this Shipping Policy.

1. Shipping Destinations

MoveLune ships orders to the countries and regions available during checkout.

Shipping availability may depend on:

  • Your delivery address;
  • Product availability;
  • Carrier coverage;
  • Customs or import restrictions;
  • Local laws and regulations.

If your country or region is not available during checkout, we are currently unable to deliver to that destination.

We reserve the right to restrict or suspend shipping to certain locations where delivery is unavailable, unsafe, commercially unreasonable, or prohibited by law.

2. Order Processing

After your order is placed, it may undergo payment verification, fraud screening, inventory confirmation, and preparation for shipment.

Orders are normally processed on business days, excluding weekends and public holidays.

During promotional periods, holidays, product launches, or periods of unusually high demand, processing may take longer than usual.

You will receive an order confirmation at the email address provided during checkout. A separate shipping confirmation containing tracking information will normally be sent once your order has been dispatched.

3. Estimated Delivery Time

The estimated delivery time for MoveLune orders is:

7–14 business days

Delivery estimates begin after the order has been confirmed and processed unless otherwise stated during checkout.

Business days do not include weekends or public holidays.

Delivery times are estimates and not guaranteed delivery dates. Actual delivery times may vary depending on:

  • The destination country or region;
  • Carrier availability;
  • Customs processing;
  • Local delivery conditions;
  • Public holidays;
  • Severe weather;
  • Transportation disruptions;
  • High order volumes;
  • Events outside our reasonable control.

Where applicable law gives you specific rights regarding delayed delivery, those rights remain unaffected.

4. Shipping Carriers and Fulfilment Partners

MoveLune may work with different postal services, couriers, fulfilment facilities, and international logistics partners.

The carrier used for your order may depend on:

  • Your delivery address;
  • Package size and weight;
  • Product availability;
  • Carrier service levels;
  • Fulfilment facility location.

We may automatically select the carrier that is most appropriate for your order and destination.

MoveLune cannot guarantee that a specific carrier will be used unless this is expressly offered during checkout.

5. International Fulfilment

MoveLune orders may be processed and shipped from international fulfilment facilities.

As a result, your package may originate from a country different from the country where you placed your order.

Shipping routes and fulfilment locations may vary based on inventory availability and your delivery destination.

The use of an international fulfilment facility does not affect your rights under our Return and Refund Policy or applicable consumer law.

6. Shipping Costs

Shipping costs, where applicable, will be displayed during checkout before you complete your purchase.

Shipping fees may depend on:

  • Delivery destination;
  • Package dimensions and weight;
  • Selected shipping method;
  • Promotional offers;
  • Order value.

MoveLune may occasionally offer free or discounted shipping. Any such promotion will be subject to the terms displayed on the website or during checkout.

Shipping fees are non-refundable where permitted by applicable law, except where the order is defective, incorrectly supplied, cancelled under a mandatory consumer right, or otherwise eligible for a refund under our policies or applicable law.

7. Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.

Unless the checkout page expressly states that these charges are included, the customer may be responsible for paying them.

Customs charges are determined by local authorities and are outside MoveLune’s direct control.

Customs processing may also cause delivery delays.

Customers are responsible for ensuring that the products ordered can lawfully be imported into their destination country.

We recommend contacting your local customs authority for information about possible duties, taxes, and import requirements.

8. Address Accuracy

You are responsible for providing a complete and accurate shipping address during checkout.

Please verify the following information before placing your order:

  • Recipient’s full name;
  • Street address;
  • Apartment or unit number;
  • City;
  • State, province, or region;
  • Postal or ZIP code;
  • Country;
  • Telephone number;
  • Email address.

MoveLune is not responsible for delivery problems caused by incorrect, incomplete, outdated, or insufficient address information provided by the customer, except where applicable law provides otherwise.

Additional shipping charges may apply if a package must be resent due to incorrect address information.

9. Address Changes and Order Cancellations

To request an address change or order cancellation, contact us as soon as possible at:

movelune@gmail.com

Please include your order number and the correct information.

We will make reasonable efforts to process your request. However, changes and cancellations cannot be guaranteed once an order has entered fulfilment or has been dispatched.

After a package has shipped, we may be unable to reroute it or change the delivery address.

If the carrier offers a delivery-management service, you may be able to request delivery changes directly through the carrier.

10. Order Tracking

When your order is shipped, you will normally receive a shipping confirmation email containing a tracking number or tracking link.

Tracking information may require several business days to become active after the carrier receives the shipment.

In some cases, tracking updates may be delayed while:

  • The shipment is moving between facilities;
  • The package is awaiting a customs scan;
  • The shipment is transferred to a local delivery partner;
  • The carrier’s tracking system is being updated.

If you have not received a tracking email, please:

  1. Check your spam or junk email folder;
  2. Confirm that the email address used during checkout is correct;
  3. Contact us at movelune@gmail.com.

Please include your order number when requesting tracking assistance.

11. Split Shipments

Orders containing multiple products or accessories may be shipped separately.

This may occur when products are stored at different fulfilment facilities or when separate shipping allows part of the order to arrive sooner.

If your order is divided into multiple shipments, you may receive more than one tracking number or shipping confirmation.

A partial delivery does not necessarily mean that items are missing from your order.

12. Delivery Delays

Delivery estimates may be affected by circumstances outside our reasonable control, including:

  • Carrier delays;
  • Customs inspections;
  • Severe weather;
  • Natural disasters;
  • Public holidays;
  • Strikes or labour disruptions;
  • Transportation interruptions;
  • Government restrictions;
  • Incorrect delivery details;
  • High seasonal demand;
  • Security or public-health events.

Where possible, we will assist you in obtaining information from the carrier.

MoveLune is not responsible for carrier or customs delays outside our reasonable control. However, this does not limit any mandatory rights you may have under applicable consumer law.

13. Delivered but Not Received

If tracking shows that your order has been delivered but you cannot locate it, please:

  • Check around the delivery location;
  • Ask household members or neighbours;
  • Check with building reception, security, or management;
  • Review any delivery photograph or proof of delivery;
  • Contact the local delivery carrier;
  • Allow up to 48 hours, as some carriers may mark packages as delivered shortly before completing delivery.

If the package still cannot be located, contact us at movelune@gmail.com with:

  • Your full name;
  • Order number;
  • Tracking number;
  • Delivery address;
  • A brief description of the issue.

We will review the available information and, where appropriate, assist with a carrier investigation.

The outcome may depend on the carrier’s investigation, proof of delivery, local conditions, and applicable consumer law.

14. Lost Packages

A shipment may be considered lost when:

  • The carrier confirms that it cannot be located;
  • Tracking has not updated for an unusually long period;
  • The package has exceeded the reasonable delivery timeframe;
  • A carrier investigation confirms loss.

Please contact us if your order has not arrived within the estimated delivery period.

We may ask you to wait for the carrier’s investigation to be completed before providing a replacement, refund, or other resolution.

Any resolution will be determined in accordance with our policies, the available evidence, carrier findings, and applicable consumer law.

15. Damaged Packages or Products

Please inspect your order as soon as possible after delivery.

If your package or product arrives damaged, contact us promptly at:

movelune@gmail.com

Please provide:

  • Your order number;
  • A description of the damage;
  • Clear photographs of the product;
  • Photographs of the outer packaging;
  • Photographs of the shipping label;
  • Photographs of any damaged internal packaging;
  • A short video where necessary to demonstrate the issue.

We recommend contacting us within 7 days of delivery so that we can investigate the issue with the carrier and fulfilment partner.

Failure to contact us within this period may affect our ability to complete a carrier investigation, but it does not remove any mandatory rights you may have under applicable consumer law.

Do not discard the product, packaging, accessories, or shipping label until we have reviewed your request.

16. Stolen Packages

Customers are responsible for providing a delivery location where packages can be received securely.

If you believe a delivered package has been stolen, please:

  • Check with neighbours or building management;
  • Contact the carrier;
  • Review any proof-of-delivery information;
  • Contact local authorities where appropriate;
  • Contact us at movelune@gmail.com.

We will make reasonable efforts to assist with a carrier investigation. However, replacements or refunds for packages confirmed as correctly delivered may not always be available, except where required by applicable law.

For certain orders, a signature may be required at delivery.

17. Refused, Unclaimed or Undeliverable Packages

A package may be returned to the sender due to:

  • An incorrect or incomplete address;
  • Repeated failed delivery attempts;
  • Failure to collect the package;
  • Refusal of delivery;
  • Failure to pay applicable customs charges;
  • Import restrictions;
  • Inability of the carrier to access the delivery location.

If a package is returned to us or our fulfilment partner, we will contact you where possible.

Depending on the circumstances, you may be offered:

  • Reshipment after payment of additional shipping costs;
  • A refund after permitted deductions;
  • Another resolution required by applicable law.

Original shipping charges, return-to-sender costs, customs fees, and handling charges may be deducted from a refund where permitted by law and where the return was caused by the customer’s actions or incorrect information.

18. P.O. Boxes and Special Addresses

Delivery to P.O. boxes, parcel lockers, military addresses, remote locations, islands, or restricted-access addresses may not be available for all products.

Pilates boards and exercise equipment may exceed the size or weight limits of certain postal services.

Where a P.O. box or special address cannot be serviced, you may be asked to provide a physical street address.

Orders may be cancelled and refunded if no supported delivery address can be provided.

19. Product Inspection

Before using your MoveLune Pilates or exercise product, inspect the package and product for:

  • Visible transportation damage;
  • Cracks or structural damage;
  • Loose or missing components;
  • Damaged resistance bands or attachments;
  • Deformation caused during shipping;
  • Missing accessories;
  • Signs that the product may be unsafe to use.

Do not use a damaged, incomplete, or unstable product.

Contact us at movelune@gmail.com before attempting to repair or modify a damaged item.

20. Packaging

MoveLune uses packaging designed to protect products during storage and transportation.

Packaging may include cardboard, protective foam, plastic wrapping, internal supports, or other materials appropriate for the product.

Packaging design and materials may vary depending on:

  • The product;
  • Fulfilment location;
  • Destination;
  • Carrier requirements;
  • Availability of packaging materials.

Where possible, we aim to reduce unnecessary packaging while maintaining appropriate product protection.

Please recycle or dispose of packaging materials in accordance with local regulations.

21. Changes to This Shipping Policy

We may update this Shipping Policy periodically to reflect changes in:

  • Shipping destinations;
  • Carriers;
  • Delivery estimates;
  • Fulfilment operations;
  • Customs requirements;
  • Applicable laws;
  • Business practices.

The latest version will be published on this page with an updated “Last Updated” date.

The Shipping Policy applicable to your order will generally be the version available when the order was placed, subject to mandatory legal requirements.

22. Contact Us

For questions about shipping, tracking, delivery, or an existing order, contact us at:

ROCKWELL COMMERCE GROUP LIMITED
Trading as MoveLune

Email: movelune@gmail.com
Website: movelune.com
Registered Address: SUITE 11016 5 BRAYFORD SQUARE LONDON UNITED KINGDOME 10SG
Company Registration Number:  17323601

Please include your order number when contacting us about an existing purchase.