FAQ
Ordering & Payment
Can I change or cancel my order?
Can I change or cancel my order?
Once your order has been dispatched, it can no longer be cancelled or modified. However, you may still return your order for a full refund within 30 days of receiving it. Please see the Returns & Refunds section below for details.
What payment methods do you accept?
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Maestro, UnionPay), PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna.
Will I be charged VAT?
Will I be charged VAT?
All prices displayed on our site are inclusive of UK VAT. There are no hidden charges or additional taxes for UK customers.
Shipping & Delivery
Where do you ship to?
Where do you ship to?
We currently ship exclusively to the United Kingdom.
How long will it take to receive my order?
How long will it take to receive my order?
Here is a full breakdown of your estimated delivery timeline:
- Order processing time: 1–2 business days
- Transit time: 3–5 business days after dispatch
- Estimated total delivery time: 4–7 business days from order placement
Business days are Monday–Friday, excluding UK public holidays. Delivery times may be slightly longer during peak periods such as holidays or major sale events.
How much does shipping cost?
How much does shipping cost?
We offer free insured express shipping on all orders to the United Kingdom. No minimum order value is required.
When will my order be processed?
When will my order be processed?
Orders are processed Monday to Friday. We do not process or dispatch orders on weekends or UK public holidays. Orders placed on a Friday after business hours will begin processing the following Monday.
How do I track my order?
How do I track my order?
Once your order is dispatched, you will receive a shipping confirmation email with your tracking number. To track your order:
- Visit shopelunara.com/tools/track
- Enter your order number or tracking number
- View real-time updates on your shipment
Tracking information may take 24–72 hours to become active after your dispatch confirmation email is sent.
What if my order hasn't arrived?
What if my order hasn't arrived?
If your order has not arrived within 10 business days of your dispatch confirmation, please contact us at info@shopelunara.com with your order number. We will investigate promptly and, if your order is confirmed lost, we will send a replacement or issue a full refund at no cost to you.
Return & Refund
What is your return policy?
What is your return policy?
We want you to love your Elunara product. If for any reason you are not satisfied, you may return your item within 14 days of receiving it for a full refund — no questions asked.
This is in line with your statutory rights under the UK Consumer Contracts Regulations 2013.
To be eligible for a return:
- The item must be unused and in its original packaging
- The return must be initiated within 14 days of the delivery date
- Proof of purchase (order number or confirmation email) must be provided
How do I initiate a return?
How do I initiate a return?
Email us at info@shopelunara.com with:
- Your order number
- The reason for your return
- Photos of the item if it is defective or damaged
We will respond within 24 hours with return instructions. Please do not send items back without contacting us first.
Who pays for return shipping?
Who pays for return shipping?
If you are returning an item because it is defective, damaged, or incorrect, we will cover the cost of return shipping and send you a prepaid label.
If you are returning an item for any other reason (e.g. change of mind), return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be responsible for lost return parcels.
When will I receive my refund?
When will I receive my refund?
Once we receive and inspect your returned item, we will process your refund within 10 business days. The refund will be credited to your original payment method. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.
If you haven't received your refund after 10 business days from the date we confirmed receipt of your return, please contact us at info@shopelunara.com.
What if my item is defective, damaged, or incorrect?
What if my item is defective, damaged, or incorrect?
We sincerely apologise if you received a faulty or incorrect item. Please contact us at info@shopelunara.com within 48 hours of delivery with:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging
We will resolve the issue as quickly as possible — either by sending a replacement or issuing a full refund, including any shipping costs.
Account & Customer Support
How can I contact Elunara?
How can I contact Elunara?
Our customer support team is available Monday to Friday, 9:00 AM – 5:00 PM (CET). We aim to respond to all enquiries within 24 hours.
- Email: info@shopelunara.com
- Phone: +49 174 7392838
- Contact form: shopelunara.com/pages/contact
Do I need an account to place an order?
Do I need an account to place an order?
No. You can check out as a guest without creating an account. However, creating an account allows you to track orders, view purchase history, and check out faster in the future.