When will my order ship?

Orders are typically processed within 24–48 business hours (excluding weekends and public holidays). Once shipped, you’ll receive a confirmation email with tracking.

How can I track my order?

After dispatch, you’ll receive a tracking number by email. Use it to track your parcel on the carrier’s website. Tracking can take 24–72 hours to start showing updates after the label is created.

How long does delivery take?

Delivery times vary by destination. The most accurate estimate is shown at checkout. As a general guide, international delivery is typically 7–30 days, and remote regions can take longer.

What if there are no tracking updates?

If there are no tracking updates for more than 30 days (standard destinations) or 60 days (remote/special regions), contact us. If eligible, you can request a refund or reshipment within 30 days after the relevant period ends.

What are the shipping costs?

Shipping costs are calculated at checkout based on your delivery address. Free shipping may be available for qualifying orders and destinations (shown at checkout).

Can I change my delivery address?

Contact us within 24 hours at info@ceraluna.pl. Once processing or dispatch has started, changes may not be possible. If a parcel is returned due to an incorrect address, a reshipment/handling fee may apply.

What if my parcel is delayed?

If delivery takes longer than the estimate shown at checkout, it’s usually due to carrier congestion, customs processing, weather, or local delivery constraints. If your order appears stuck for an extended period, email us with your order number and tracking link.

What if my parcel is returned to sender?

If your parcel is marked “Returned to Sender” due to delivery issues (e.g., incorrect address, failed delivery attempts, refusal, or unpaid import fees), we can reship it once it is received back. A reshipment/handling fee may apply. If you prefer, we can discuss refund eligibility depending on the situation.

Which currency will I be charged in?

Prices are shown in your local currency where available. You’ll be charged in the currency shown at checkout. If local currency isn’t available for your location, you’ll be charged in our store currency.

Will prices change due to exchange rates?

If your payment involves currency conversion, the final amount can vary slightly due to exchange rates and payment processing rules. The exact total is always shown at checkout before you pay.

Which payment methods do you accept?

We accept major credit/debit cards and other secure payment methods shown at checkout. Available options depend on your country and currency.

Are there any hidden fees?

No. Your order total (items + shipping + any applicable taxes/duties if charged at checkout) is shown before you complete payment.

Will I have to pay customs duties or import taxes?

It depends on your country and local regulations. In some destinations, duties/taxes are calculated and charged at checkout. In others, they may be collected by the carrier or local customs authority upon delivery.

What happens if I refuse to pay import fees?

If a shipment is refused due to unpaid import fees and is returned to sender, a reshipment/handling fee may apply. If reshipping is requested, we’ll confirm any applicable fee before sending it again.

What is your return policy?

We offer a 30-day return window from the delivery date. Some product categories may have restrictions for hygiene/safety reasons (see below). This policy does not affect any statutory consumer rights that may apply in your country.

How do I start a return?

Email us at info@ceraluna.pl with your order number and the reason for return. We’ll send return instructions and authorization. If your country requires a specific return form or statement, we’ll provide it.

When do I need to send the return after contacting you?

Once your return is approved, please ship the item within 14 days (or the timeframe specified in your return instructions).

Who pays for return shipping?

Return shipping is paid by the customer unless the item is defective or we made an error.

When will I receive my refund?

Refunds are processed after we receive and inspect the returned item. Processing time can be up to 30 days from receipt, depending on payment method and banking timelines.

Can I return opened products?

Returns depend on the product category. For hygiene and safety reasons, certain items may not be returnable once opened (for example: body care items, cosmetics, and products that come into direct contact with skin). Unopened items in original packaging can be returned within 30 days.

Do you offer exchanges?

We don’t offer direct exchanges. To get a different item, return the original product (if eligible) and place a new order.

I received a damaged or defective item — what should I do?

Contact us immediately at info@ceraluna.pl and include your order number plus clear photos/videos.

Reporting timeframes (for fastest resolution):

• Standard products: report within 14 days of delivery
• Electronics: report within 7 days of delivery (especially for “dead on arrival” or performance issues)
• Fragile items (higher value): resolution may be limited depending on the damage type and evidence provided

Most claims are reviewed within 48 hours after we receive complete evidence.

Which issues are covered and what outcomes are possible?

• Full refund or replacement: items that are severely damaged and unusable
• Partial refund: multi-item orders where only part of the order is affected
• Case-by-case: minor defects (e.g., small marks, loose threads) that don’t affect usability

Can I cancel my order?

Cancellation may be possible if your order hasn’t been processed yet. Contact us immediately at info@ceraluna.pl. Because orders are processed quickly (24–48 hours), cancellation is not guaranteed once processing begins.

I want to file a complaint — what’s the process?

Submit complaints within 7 days of discovering the issue and include your order number and a detailed description. We will respond within a maximum of 30 days.

When is after-sales support NOT available?

After-sales support may be unavailable in the following cases:

• Incorrect shipping address or incomplete customer details provided at checkout
• Refusal to accept delivery or repeated failed delivery attempts due to recipient unavailability
• Returns based purely on personal preference (change of mind) where the item is not eligible for return
• Minor defects that do not affect usability (handled case-by-case)
• Repeated claims for the same low-value fragile item without new evidence
• Failure to provide required evidence (photos, videos, tracking screenshots where relevant)

Do I need an account to place an order?

No. You can check out as a guest — we don’t require customer accounts.

How do I get order updates?

We send order and shipping updates to the email address you enter at checkout.

Is my personal data safe?

Yes. We use secure encryption and follow applicable data protection rules (including GDPR where relevant). For details, please see our Privacy Policy.

How can I contact you?

• Email: info@ceraluna.pl
• Business hours: Monday–Friday, 9:00 AM–5:00 PM (Central European Time, CET/CEST)
• Typical response time: 24–48 hours (business days)

What information should I include when contacting support?

• Order number (if applicable)
• Detailed description of your question/issue
• Photos/videos (for damaged/defective items)
• Tracking screenshots or tracking link (for delivery issues)
• Your preferred contact email

Do you offer phone support?

Currently, we provide support via email only. This helps keep a clear record and typically leads to faster, more accurate resolutions.

What about electronics (headphones, speakers, small devices)?

For electronics, report any “dead on arrival” or performance issues within 7 days of delivery so we can resolve it quickly. Always include a short video showing the issue.

How are fragile items handled?

• Higher-value fragile items: resolution may be limited depending on the issue type and evidence provided (for example, wrong-item claims are usually straightforward)
• Lower-value fragile items: we may offer a one-time compensation depending on the damage and circumstances

Can I submit multiple claims for the same item?

We generally do not accept repeated after-sales claims for the same low-value fragile item without new evidence. This helps keep support fair and efficient for all customers.