Frequently Asked Questions

We deliver only to the countries and regions available in the checkout country selector. The same delivery destinations apply to our Terms & Conditions and checkout. Restricted destinations cannot be selected at checkout, and orders using them are not accepted. Please do not use a forwarding arrangement or an alternative country selection to bypass these exclusions.

After payment is confirmed, orders are prepared and handed to the carrier within 1–3 business days. Delivery is then estimated to take 7–15 business days, excluding preparation time. Actual timing may be affected by the destination, customs clearance, holidays, and carrier arrangements. Standard express or postal delivery is arranged according to the destination. Delivery progress can be checked manually through customer support.

Shipping charges are shown separately at checkout and confirmed before payment. The product price includes taxes collected by the merchant. For cross-border deliveries, import duties or destination taxes not included in the quoted amount are the customer’s responsibility. Where applicable law requires otherwise, that law applies.

Contact support@herlune.shop within 30 calendar days of receiving the item to request a return or exchange. The item should remain in good condition, include its accessories, and be accompanied by the order information. Necessary opening for inspection does not by itself count as damage. First provide your order details, reason for the request, and relevant photographs where available. Obtain the return address and instructions from customer support before sending anything, and keep your proof of dispatch. Do not send the item to the address shown on the original parcel unless customer support confirms it.

For returns unrelated to a product quality issue, the customer pays the return shipping cost. Reasonable return costs caused by a quality issue, transport damage, or an incorrect or missing item are covered by the merchant. No separate return-handling fee is charged. Where applicable law requires otherwise, that law applies.

After the returned item is received and inspected, customer support will usually arrange the refund within 5 business days. If an item does not need to be returned, the refund will be processed after the refund arrangement is confirmed. Refunds are preferably made through the original payment method; if that is not possible, the alternative will be discussed with the customer. The payment provider determines the actual arrival time, unless applicable law requires an earlier refund.

Email support@herlune.shop with your order number, the email used for the order, the affected item or payment reference, a description of the issue, and the outcome you are requesting. For damaged, incorrect, or missing items, include relevant photographs where available. For an uncertain payment result, duplicate charge, or payment made after an order deadline, contact us before making another payment. Customer support will review the available information and explain the next steps.

Yes. Reply through the same contact channel and explain the remaining concern. Contacting customer support does not prevent you from using any applicable payment-provider complaint process or other remedies available under applicable law.