Frequently Asked Questions (FAQ)

1. What is your return policy?

We accept returns within 14 days of notifying us of your withdrawal. Items must be unworn, unwashed, and in their original condition with tags attached. Customers are responsible for return shipping costs, which will be deducted from the refund. Refunds are issued to the original payment method, or you may choose store credit with a +5% bonus.

2. What payment methods do you accept?

We accept all major payment methods displayed at checkout, including credit/debit cards, PayPal, and other secure payment providers.

3. Can I modify or cancel my order after placing it?

Orders are processed quickly, so modifications or cancellations may not always be possible. If you wish to change or cancel your order, please contact us immediately at info.boutique.louna@gmail.com.

4. Do you ship internationally?

No, we currently ship exclusively within the European Union, except to Malta.

5. How long does shipping take?

Delivery times vary depending on the destination country within the EU, usually between 3–10 business days. Please note that delays may occur due to the carrier or peak seasons.

6. Do you offer free shipping?

We do not offer free shipping unless clearly stated during a promotional campaign. Shipping costs are calculated at checkout.

7. Can I track my order?

Yes. Once your order has been shipped, you will receive an email with your tracking number. You can follow your shipment online at any time.

8. Who pays for return shipping?

Return shipping costs are the responsibility of the customer. These costs are deducted from the refund amount.

9. What if my item is faulty or damaged?

If you receive a faulty or damaged item, please contact us immediately with photos at info.boutique.louna@gmail.com.