Frequently Asked Questions
Order and payment
Do you offer free shipping?
Yes, we offer free shipping on all orders to Poland, Germany, Austria, and Switzerland. You can also opt for shipping insurance for 9.99 PLN.
Can I cancel my order?
We strive to process orders quickly. If you wish to cancel your order, please contact us as soon as possible at kontakt@trylunare.com .
We will make every effort to accommodate your request, but we cannot guarantee that your order will be cancelled once it has been processed.
What is the cut-off time for placing orders?
The cut-off time is 17:00 (GMT).
How long does it take to receive my order?
We typically process and ship orders within 1-2 business days (Monday-Friday). Estimated delivery time is 5-7 business days from dispatch. Please note that these are estimates only – actual delivery times may vary.
Will I receive a tracking number?
Yes, once your order has shipped you will receive an email with shipping confirmation and a tracking number.
Returns and refunds
Can I return an item?
Yes, we offer a 30-day return guarantee on unworn, unwashed and undamaged items with original tags.
For more information about our returns process, deadlines, and exceptions, please visit our returns page.
What items cannot be returned?
Used items or products without their original packaging, tags or labels cannot be returned.
How do I submit a return?
To initiate a return, please contact our customer service team at kontakt@trylunare.com . You will receive a Return Authorization Number (RAN) and instructions on how to proceed.
Who pays for return shipping?
We'll cover the return shipping costs if the return is a result of our error (e.g., an incorrect, damaged, or defective product). Otherwise, the customer is responsible for the return shipping costs.
How long does it take to process a refund?
Your refund will be processed within 10 days. Your bank may require an additional 7 business days to post the funds to your account.