DELIVERY POLICY

This Delivery Policy forms part of our Terms & Conditions of Sale and applies to every order placed through our website. Please read it before you order.

Alcohol can only be delivered to a person aged 18 or over. We operate Challenge 25. Alcohol will never be left unattended, left with a neighbour, or left in a safe place.

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1. WHERE WE DELIVER

1.1 Delivery area

We deliver to addresses in England, Scotland and Wales.

1.2 Areas we do not currently deliver to

We are unable to deliver to:

• Northern Ireland;
• the Channel Islands (Jersey, Guernsey, Alderney, Sark) and the Isle of Man, which are outside the UK for excise and VAT purposes;
• BFPO addresses and military mail;
• PO Boxes, parcel lockers, parcel shops or any address where age-verified handover to an adult cannot take place; or
• addresses outside the United Kingdom.

1.3 Areas with extended timescales or surcharges

Deliveries to the Scottish Highlands and Islands, the Isles of Scilly, the Isle of Wight and other offshore UK postcodes may take longer and may attract a surcharge. Any surcharge is shown at checkout before you submit your order. We will never add a charge afterwards.

1.4 If we cannot deliver to your address

If you place an order for an address we cannot deliver to, we will contact you as soon as possible and cancel the order, refunding you in full including any delivery charge paid.

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2. DELIVERY OPTIONS AND CHARGES

All delivery charges are shown at checkout, and the total amount payable including delivery is displayed before you submit your order.

If you choose an express or upgraded service and later cancel under your statutory right to cancel, we refund the cost of our standard delivery service — see our Returns & Refunds Policy.

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3. DISPATCH AND DELIVERY TIMES

3.1 Order cut-off

Orders placed before [2pm] on a working day are usually dispatched the same working day. Orders placed after that time, or at a weekend or on a bank holiday, are usually dispatched the next working day.

"Working day" means Monday to Friday, excluding bank and public holidays in England.

3.2 Estimated timescales

Delivery timescales run from dispatch, not from the time you place your order. All timescales are estimates and are not guaranteed unless we have expressly agreed otherwise in writing.

3.3 Our legal commitment

Unless we agree otherwise with you, we will deliver your order within 30 days of the day the contract is formed. If we miss that deadline, your rights are set out in clause 9.3 of our Terms & Conditions of Sale.

3.4 Tracking

We will email you a dispatch confirmation with tracking information where the service used provides it. Please check your tracking before contacting us about a delayed parcel.

3.5 Busy periods and delays

At peak times, and during severe weather, industrial action or courier network disruption, delivery may take longer. We will keep you informed where we are aware of a delay.

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4. AGE VERIFICATION

4.1 The rule

Our products contain alcohol. By law we cannot sell alcohol to anyone under 18, and we will not deliver alcohol to anyone under 18.

4.2 Challenge 25

We operate a Challenge 25 policy. Anyone who appears to be under 25 will be asked to produce valid photographic proof of age before the parcel is handed over.

We use third-party couriers to deliver to our customers, and we only partner with providers who can carry out age verification on delivery. Our couriers apply Challenge 25 on our behalf.

4.3 Acceptable identification

Acceptable forms of identification are determined by the courier handling your order, and you should refer to their terms. They will usually include:

• a valid UK or EU photocard driving licence;
• a valid passport;
• a valid UK Ministry of Defence Form 90 (Defence Identity Card);
• a valid photographic identity card bearing the PASS accreditation hologram;
• a valid biometric residence permit or other UK Government-issued photographic identity document.

Not normally accepted: photocopies, photographs or screenshots of documents; expired documents; documents without a photograph; student cards without a PASS hologram; and any document that appears to have been altered.

4.4 Who can accept a delivery

The parcel may be handed to you, or to any other person at the delivery address who is aged 18 or over and can produce proof of age if asked.

The parcel cannot be handed to anyone under 18, anyone who cannot satisfy a Challenge 25 request, anyone who appears to be intoxicated, or a neighbour or person at a different address. It cannot be left unattended.

4.5 No safe place, no neighbour, no unattended deliveries

Because our products are age-restricted, they cannot be left in a safe place or with a neighbour. Any safe-place or leave-with-neighbour instruction you give at checkout or through the courier's portal cannot be honoured for alcohol and will be disregarded, including any standing preference you have set with your courier.

4.6 Signature

A signature, or an electronic record of handover, is required on delivery.

4.7 Deliveries to workplaces and communal buildings

You may have your order delivered to a workplace or communal building, provided an adult aged 18 or over is available to accept it and produce proof of age if asked. We cannot guarantee that a post room or reception will accept an age-restricted parcel. Once the parcel has been handed to an adult at the address you gave us, delivery is complete. Please check your workplace's policy on alcohol deliveries before ordering.

4.8 Digital age verification

Where our courier offers a certified digital identity or digital age-verification service that meets the standards required by law, it may be used in place of a physical document.

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5. FAILED DELIVERIES

5.1 Delivery attempts

Our courier will make up to two delivery attempts, subject to their terms. If delivery cannot be completed, the courier will leave a card or send a notification with instructions. Please use the tracking number provided to communicate with the courier directly about your delivery.

5.2 What counts as a failed delivery

A delivery is treated as failed if:

(a) nobody is at the address to accept it; (b) the only person available appears to be under 18 and cannot produce satisfactory proof of age; (c) the person available refuses to produce proof of age when asked; (d) the person available appears to be intoxicated; (e) the person available refuses to sign for the parcel; (f) the address cannot be located, is incomplete, or is not a valid delivery address; or (g) you no longer live at the address given and the parcel is not accepted at that address.

5.3 Collection points

Where the courier's service allows, you may be able to collect your parcel from a designated depot or collection point. The same Challenge 25 and photographic ID requirements apply at collection, and the parcel can only be released to the named addressee or another adult aged 18 or over with appropriate identification. Parcels are usually held for [7–14] days before being returned to us.

5.4 Return to LUMA

If delivery cannot be completed after the attempts described above, or the parcel is not collected within the courier's holding period, it will be returned to us.

5.5 What happens when a parcel comes back to us

We will email you to ask whether you would like us to attempt redelivery or to cancel the order.

If you ask us to redeliver, we may charge a redelivery fee to cover the additional courier cost we incur. We will always tell you the amount before we redeliver, and you may decline it.

If you ask us to cancel, or if we do not hear from you within 14 days, we will cancel your order and refund the price you paid for the products. Where the failed delivery was not caused by us or by our courier, we may deduct the cost of the original outbound delivery and the cost of return carriage, up to the actual amount we incurred.

Where the failed delivery was caused by our error — for example, we sent the parcel to the wrong address — or by our courier's error — for example, the courier did not attempt delivery, or recorded a failed attempt that did not take place — we will refund you in full, including all delivery charges, and make no deduction.

We will make any refund within 14 days of cancelling the order, using the same payment method you used.

This clause does not apply where you are exercising your statutory right to cancel. In that case our Returns & Refunds Policy governs the refund.

5.6 Repeated failures

If deliveries to you repeatedly fail age verification, we may decline to accept further orders from you and may cancel any subscription. We will tell you in writing if we do.

5.7 Our records

We keep a record of every refused or failed delivery, including the date, order number, reason and the courier's report, to demonstrate compliance with the Licensing Act 2003. These records are handled as described in our Privacy Policy.

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6. INCORRECT OR INCOMPLETE ADDRESSES

Please check your delivery address carefully before you submit your order.

If you realise you have given us an incorrect or incomplete address, email hello@lumaspritz.co.uk immediately with your order number. If you tell us before the order has been processed we will do our best to correct it at no charge, though we cannot guarantee this.

If the parcel is returned to us because of an address error you made, the failed-delivery rules in section 5.5 apply, including the deduction of outbound and return carriage costs.

If the parcel is delivered successfully to the address you gave us, delivery is complete and section 5.5 does not apply.

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7. DAMAGED PARCELS

7.1 If the parcel looks damaged on arrival

If a parcel is visibly damaged when it arrives you may refuse it. If you do, please tell us straight away so we can arrange a replacement.

7.2 If you find damage after opening

Email hello@lumaspritz.co.uk within 48 hours of delivery if you can, with your order number, a photograph of the outer packaging, a photograph of the damaged products, and a brief description of the damage.

Reporting quickly helps us claim against our courier and resolve your issue faster. Please do not post damaged cans back to us unless we ask you to.

7.3 Your rights are not affected by the reporting window

Telling us later than 48 hours does not affect your statutory rights. If the products were damaged or faulty when delivered, you retain your full rights under the Consumer Rights Act 2015, including the short-term right to reject and receive a full refund within 30 days of delivery. See our Returns & Refunds Policy.

We will replace damaged products or refund you, at your choice, at no cost to you. Where possible, keep the outer packaging until your claim is resolved, as our courier may ask to inspect it.

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8. MISSING OR LOST PARCELS

8.1 Before contacting us

Please check the tracking information, check for a card or notification from the courier, check whether anyone else at your address has taken it in, and check any nominated collection point.

8.2 If your parcel is still missing

Email hello@lumaspritz.co.uk with your order number and we will investigate with the courier.

We treat a parcel as lost once the courier's investigation period has passed — usually 10 working days from the expected delivery date for standard UK services, or 15 working days for offshore and Highlands & Islands services. These periods are subject to the courier's terms.

Once a parcel is confirmed lost, we will either resend your order or refund you in full including the delivery charge you paid, at your choice.

Where the courier's record shows the parcel was handed to an adult at the address you gave us and age verification was completed, we will treat the delivery as complete. If you believe the record is wrong, tell us and we will investigate.

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9. MISSING ITEMS AND WRONG ITEMS

If part of your order is missing, or we send you the wrong product, contact us and we will put it right at no cost to you, either by sending the correct or missing item or by refunding you.

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10. THE FOUNDING LIST

Joining our Founding List costs nothing and takes no payment. It is not an order and does not create a contract for the sale of goods. We will contact you before any order is placed or any money is taken. See clause 6 of our Terms & Conditions of Sale.

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11. DELIVERY RESTRICTIONS — SUMMARY

We cannot deliver alcohol to anyone under 18; leave alcohol unattended, in a safe place, or with a neighbour; deliver to PO Boxes, parcel lockers or parcel shops; deliver outside the United Kingdom; deliver to Northern Ireland, the Channel Islands or the Isle of Man; deliver to someone who cannot produce valid photographic proof of age when asked under Challenge 25; deliver to someone who appears to be intoxicated; honour a leave-safe or leave-with-neighbour instruction; or deliver to any address outside our stated delivery area.

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12. YOUR STATUTORY RIGHTS

Nothing in this Delivery Policy affects your legal rights as a consumer, including your right to cancel within 14 days and your rights if products are faulty, damaged or not as described. See our Returns & Refunds Policy and our Terms & Conditions of Sale.

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13. CONTACT US

Email: hello@lumaspritz.co.uk

Address: LUMA Spritz Ltd, 36 Owlstone Road, Newnham, Cambridge, CB3 9JH

We aim to respond within two working days.

LUMA Spritz Ltd · Registered in England and Wales, company number 17260079