On Repeat
Save on all things LUNA & me (yes, we mean dog food + cat food + treats!) when you choose On Repeat.
What is LUNA & me On Repeat?
On Repeat is a personalised recurring order and should not be confused with a rigid subscription.
On Repeat offers you the ultimate in flexibility; because On Repeat puts you in control.
Add any product to On Repeat, allowing you to create your own order, specific to the needs and preferences of your pet.
It’s simple - you choose which of your pet’s favourite products you want On Repeat and tell us how often you want to receive them, and we’ll take it from there. The service is easy to use, and you can make any changes, pause or cancel items online whenever you need. What’s more, you’ll receive 5% off every On Repeat order!
How do I create an On Repeat order?
On Repeat is easy, and you can do so whilst browsing on a product page. To get started, simply select the On Repeat option for your desired item, select your preferred delivery frequency and then check out as usual. Your On Repeat will then be set for future orders of your items.
What happens once you have On Repeat?
Once you have On Repeat, you’ll receive an email confirming your order. To manage your future orders, your On Repeat schedule, and your On Repeat account details please visit your account on our website, selecting 'Manage On Repeat'.
Your first order will be placed as normal and arrive in the time stated in our delivery schedule. Then we’ll place all future orders automatically, according to your selected frequency, and you’ll only be billed on the day your order processes. These future orders will be delivered by DPD with our next-day delivery service*. Delivered Tuesday through to Friday (*except on Bank Holidays or if you live in a two-day delivery zone).
We’ll send you an email reminder 3 days before each future On Repeat order is due to be placed so you know it’s coming. You can change, pause or cancel On Repeat at any time.
You’ll also receive emails with important information related to your On Repeat account, such as if your item is discontinued, if you cancel an On Repeat item, and confirmation when an order is placed successfully.
We may change the price of our goods from time to time and should we do so, we will notify you and provide you with an opportunity to make changes or cancel On Repeat.
How regularly can I schedule On Repeat orders for?
There’s a minimum of 1 week between orders and a maximum of 12 weeks and you can set up more than one On Repeat order so the service is very flexible.
Will my On Repeat orders arrive faster than standard orders?
Once On Repeat is set up, all future On Repeat orders are delivered using our next-day delivery service and will arrive in the time shown on our website delivery page. Please check our website for updates on delivery timings. On Repeat orders will arrive via DPD.
Remember, we need to prepare your On Repeat order, the day the order is placed is normally the day your order is despatched, with delivery the following day. However, On Repeat orders follow the same delivery schedule as online orders and are delivered to you Tuesday through to Friday.
Is there a minimum or maximum number of items I can order with On Repeat?
You can order as many items as you like. However, our minimum order quantity of 5kgs still apply. This minimum order quantity of 5kgs is so we can keep your food safe whilst in transit.
How do I make changes, Cancel / Pause my On Repeat orders?
LUNA & me On Repeat is very easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel by visiting the 'Manage On Repeat' section of your LUNA & me account. Please note it may take up to 24 hours for any changes or cancellations to be processed.
Change your next charge date: To change the charge date of your next On Repeat order, please log in to your account and visit Mange On Repeat in the website's 'My Account' section.
Select 'Manage your Orders' and click 'Edit' on one of the products.
Select 'Next charge date'. A calendar will pop up for you to choose the date. Please ensure that all products on order have been updated by selecting the update other orders tick box.
Skip a delivery: To skip the next delivery on your On Repeat order, please log in to your account and visit Mange On Repeat in the website's 'My Account' section.
Select 'Manage your Orders' and click 'Edit' on one of the products.
Select ‘Skip Delivery’. Please ensure that all products on order have been skipped.
Change the frequency of deliveries: To change your On Repeat order frequency, please log in to your account and visit Mange On Repeat in the 'My Account section of the website.
You then want to 'Manage your Orders' and click Edit on one of the products, then 'Delivery Schedule'. A pop-up will then show for you to choose the frequency.
Please ensure that all products on order are updated by selecting the 'update all products with the same frequency and next delivery charge' tick box.
Cancel or Pause LUNA & me On repeat: With LUNA & me On Repeat, Pause is known as Deactivate. It's easy to use and don't worry, you can reactivate at any time. To deactivate the entire order you must ensure that you deactivate all items in your schedule.
To deactivate products from your On Repeat, visit 'Manage On Repeat' and click the 'Edit' button to the right of the products you wish to remove/pause, then click 'Deactivate On Repeat'.
The page will then refresh, and you will be able to view all active products and those that are inactive. Please make sure that all orders on your On Repeat are deactivated.
How do I make changes to my On Repeat account information?
To check or make changes to your On Repeat account information, please visit the 'Manage On Repeat' section located within your account.
To amend your delivery address for future orders, you will need to log into your account on our website & visit 'My Account' then 'Manage On Repeat'. You then want to 'Manage your delivery address', select the drop down then 'edit address'. A pop-up will appear on the side for you to enter your address details.
You’ll need to press 'Save' and confirm that your updated information saved successfully. We ask that you allow up to 24 hours for changes or cancellations to be processed.
How do I view my future deliveries?
Your next scheduled order will be listed in the ‘Upcoming Deliveries’ section of your LUNA & me account.
Can I add items to my next order with an existing On Repeat?
Yes you can. To add items to your existing On Repeat, please log in to your account and visit Mange On Repeat in the 'My Account’ section of the website.
You then want to 'Manage your Orders' and click ‘Add A Product’. A pop up with then appear allowing you to search and select the product you would like to add.
Remember to make sure when adding a new product to your On Repeat, it matches the frequency and next charge date of the other products in the order.
Once you have added all the items that you need to, you can see and confirm your changes.
What types of payment are accepted for On Repeat?
All of our On Repeat orders require a credit or debit card payment. We’re afraid we can’t accept other payment forms, such as PayPal for these orders.
How do I change or update my card information?
To change your card details for your On Repeat, log in to your account and visit ‘My Account’ & ‘Manage your saved cards’.
Select drop down of the card you wish to amend and click 'Edit Payment Method'. A pop-up will then show, allowing you to enter your new card details.
Product Prices and Delivery Charges
The prices of LUNA & me products will be as quoted on our website at the time you submit your order. We use our best efforts to ensure that the prices of our products are correct at the time when the relevant information was entered onto the system.
Prices for our products may change from time to time. Price changes will not affect any order you have already placed for which we have issued a Despatch Notification.
The price of LUNA & me products do not include delivery charges. Our delivery charges are as shown during checkout or by our customer experience team if you submit an order by telephone.
Important!
Please remember it is very important for you to 'Manage On Repeat' keeping the information you rely upon for safe delivery of your order up-to-date at all times.
We try whenever possible to assist you in managing your On Repeat account, however, we are unable to make changes on your behalf.
Terms & Conditions
LUNA & me | perks On Repeat Programme
Welcome to the Terms & Conditions (‘Terms’) for LUNA & me Recurring Ordering (‘On Repeat’) subscription programme. These Terms are between you and LUNA & me, and govern our respective rights and obligations. The Terms constitute the entire agreement between you and LUNA & me related to Recurring Orders. Please note that your use of LUNA & me website is also governed by our Terms of Use and Privacy Policy https://www.lunaandme.com/pages/terms, as well as all other applicable terms, conditions, limitations and requirements The LUNA & me website, all of which (as changed over time) are incorporated into these Terms. By placing a recurring order, you accept these terms, conditions, limitations and requirements.
Benefits: When you checkout on https://www.lunaandme.com/ with a Recurring Order, you are signing up for continuous deliveries of those products and may select how often you would like your product(s) delivered to you. You may change your periodic delivery schedule at any time (including on a one-time basis), as well as your delivery address, payment method, and products included in the programme. You may also be eligible to save an additional percentage off the RRP listed.
Recurring Order benefits are discussed above and are part of these Terms. LUNA & me reserves the right to change the benefits, including the discount amounts and eligibility used to determine discount amounts, at any time in its sole discretion. All changes will apply to future orders, including for current subscriptions.
Participation Requirements & Notification: In order to sign up for Recurring Orders, you must have a LUNA & me account including a valid e-mail address and saved credit card on file. You may sign up by creating an account here: https://www.lunaandme.com/account/login
When you place your initial order for a product and join in our Recurring Order programme, you will receive a notice that your On Repeat has been created and your first order will be processed. Your first order will be processed immediately, and your selected payment method will be charged at the time the order is placed. Your Recurring Order will thereafter automatically create a new order according to your chosen delivery schedule, until you cancel.
For subsequent Recurring Orders, you will receive a pre-charge email notification reminding you of your upcoming shipment, the period available to make changes to your order and the scheduled order process date. You can edit or cancel your order anytime before 11:59PM the day preceding your designated order process date (i.e., the day prior to your order process date). If you do not cancel the order before the day prior to your order process date, your order will be authorised.
Any Recurring Order product returns are subject to LUNA & me’s returns policy - https://www.lunaandme.com/pages/terms.
Payment Authorisation: By placing a Recurring Order, you authorise LUNA & me to charge the credit card you provided for subsequent subscription orders until you cancel your Recurring Order. Unless modified by you, the credit card you used to set up the initial Recurring Order will be charged for subsequent orders. Subsequent orders will be charged the day the order is placed and forwarded to distribution for processing.
The total cost charged to your payment card for each recurring order will be the cost of the item on the day that order is processed, plus any applicable VAT and delivery charges. If your payment card is declined at the time of order placement, your order will not be placed. You will be notified by email that your payment has failed and you will need to update your payment information. Once your payment information is corrected, your order will be processed.
Valid payment cards are the only payment method accepted for recurring purchases.
Cancellation: If you no longer wish to receive recurring orders, you can deactivate at any time in the My Account section, under Manage On Repeat. Deactivating will stop all future orders and you will lose all current discounts. Cancellations must be received by 11:59PM the night before a Recurring Order is to be placed. You can cancel through the Manage On Repeat section or by contacting us at hello@lunaandme.com
Agreement Changes: We may, in our sole discretion, change these Terms & Conditions, LUNA & me’s general Terms of Use and Privacy Policy, as well as all other applicable terms, conditions, limitations and requirements on https://www.lunaandme.com website, without notice to you. If any change to these terms is found invalid, void, or for any reason unenforceable, that change is severable and does not affect the validity and enforceability of any remaining changes or conditions. Your continued participation after we change these terms constitutes your acceptance of the changes. If you do not agree to any changes, you must deactivate your recurring order.
