FAQ
Ordering & Payment
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. All requests made after this time will be denied. If you wish to return your order, you may do so for a full refund after it has been received, in accordance with our Returns & Refunds Policy.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, American Express), Apple Pay, PayPal, and Klarna.
What if I don't receive my order?
If you don't receive your order within 14 days after shipping, you are eligible for a full refund. Please contact us at elunaracare@gmail.com with your order number and tracking information.
Shipping & Delivery
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders Monday through Friday. Orders will usually be processed within 1–3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 6–15 business days to arrive after shipment. Transit times vary depending on your location and local carrier capacity.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free for EU customers, which means you may be liable to pay duties and taxes if you are outside the EU. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, as determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office before placing your order.
Returns & Refunds
How do I return an item?
Please contact us at elunaracare@gmail.com with your order number and reason for return. Our team will provide you with return instructions and an RMA (Return Merchandise Authorization) number within 2 business days.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us immediately at elunaracare@gmail.com if you have received an item that is incorrect, missing, and/or defective. Please include your order number and clear photographs of the item(s) and all packaging upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5–10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do:
- Contact your bank or credit card company
- It may take some time before the refund is posted to your account
- If the issue persists after 15 business days, contact us at elunaracare@gmail.com