Frequently Asked Questions
Personalization
How do I personalize a piece?
Type your names, date and any wording into the fields on the product page. We make the item exactly as submitted, so read those fields back before adding the piece to your cart — spelling is worth a second look. On pieces that take custom wording or a photo you can also generate an optional design preview: a mockup of your personalization on the product, ready in about a minute. Treat it as a guide to wording and layout, not a production file.
Does personalization cost extra?
No. Names, dates and lettering are included in the price shown. There is no personalization fee at checkout.
Can I change the personalization after ordering?
Email support@lunavows.com within 24 hours with your order number and the address you used at checkout. After production starts, the piece is already printed or finished and a change may no longer be possible.
Can you make something that is not on the site?
Sometimes. Send the idea to support@lunavows.com and we will tell you whether we can make it, what it would cost and how long it would take.
Materials and care
What are the pieces made from?
Runners, banners and tapestries are polyester, a cotton linen blend or satin. Welcome signs come in fabric, acrylic, wood or mirror. Ornaments are wood, acrylic, glass or ceramic, and ring dishes are ceramic. Each product page lists the material and dimensions for that piece.
How should I look after a personalized piece?
Fabric pieces are hand wash or gentle machine wash, no bleach, then air dry; steaming lifts fold lines where an iron can mark the print. Wipe acrylic and ceramic with a soft cloth, and treat a ceramic ring dish as decorative rather than tableware.
Delivery
How long until my order arrives?
It depends on the piece, because each one is made by the partner that specialises in it: 1–5 business days to make (Monday to Friday), then 3–18 business days of tracked shipping within the United States, so 4–21 business days from order in all. Each product page shows that piece’s own estimate, which is an estimate rather than a delivery date. Full detail is in our Shipping Policy.
Will it arrive before my wedding?
Each product page shows that piece’s estimated arrival for an order placed today. It is an estimate, not a guarantee, so if it is close to your date, email support@lunavows.com before ordering and we will confirm whether rush is possible rather than promise it blindly.
Do you ship internationally?
We ship within the United States. For anywhere else, email support@lunavows.com first and we will quote it.
How do I track my order?
A tracking number is emailed to you when the order ships. Allow up to 48 hours for the carrier's first scan to appear.
Returns
Can I return a personalized piece?
Because it carries your names, a personalized piece can only be returned or replaced if it arrives damaged, defective or wrong through our error. Our Refund Policy has the detail.
My order arrived damaged. What now?
Email support@lunavows.com within 7 days with your order number and photos. We will send a replacement or refund you, and you usually will not need to ship anything back.
Still stuck?
Email support@lunavows.com. We answer Monday to Friday, 9:00 AM to 5:00 PM ET.