Shipping & Returns
Shipping Information
We currently deliver orders within the EU and to selected international destinations.
Processing time
Orders are prepared and dispatched within 1–2 business days after payment confirmation.
Delivery times (approximate)
Delivery usually takes 3–10 business days, depending on your location.
Remote regions and islands may take longer, up to 12 business days.
Shipping costs
Shipping costs are displayed at checkout before payment. Promotional free shipping may apply above a certain order value.
Order Tracking
Once your order has been shipped, you will receive a confirmation email including a tracking link. This allows you to follow the delivery progress online.
Returns Policy (EU Right of Withdrawal)
In accordance with EU consumer law, you have the right to withdraw from your purchase within 14 days after receiving the goods, without giving a reason.
Returned items must be:
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unused and unwashed
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in original condition
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in original packaging
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free from damage or signs of wear
For hygiene reasons, we cannot accept returns of products that have been used, washed, or altered after delivery.
Return Process
To initiate a return:
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Contact our customer support team with your order number.
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Pack the items securely, ideally in the original shipping box.
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Include your order number inside the package.
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Send the return to the address provided by our support team.
Return shipping costs
Return shipping costs are paid by the customer, unless the item is faulty, damaged, or incorrect.
Refunds
Once the returned items are received and inspected, we will confirm acceptance by email.
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Refunds are issued within 14 days of receiving the return.
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Refunds are processed to the original payment method.
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In cases of partial returns, original shipping costs are not refunded.
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please notify us within 7 days of delivery.
Include photos of the product and packaging so we can resolve the issue quickly.
In such cases, we will arrange a replacement or a full refund, including shipping costs.
Contact
If you have any questions regarding shipping or returns, please contact us via our contact page or by email hello@lunanna.com. We aim to respond within 1–2 business days.