Orders
Can I change or cancel my order?
Please contact us as soon as possible at hello@alentialunae.com and include your order number. We will do our best to help, but changes or cancellations can no longer be guaranteed once your order has entered processing or has been dispatched.
Where can I find my order confirmation?
Your order confirmation is sent automatically to the email address used during checkout. Please also check your spam or junk folder. If you still cannot find it, contact us at hello@alentialunae.com.
Shipping & Delivery
How long does it take to process my order?
Orders are generally prepared for shipment within 1–2 business days after your order and payment have been successfully received.
How long does delivery take?
Estimated delivery times after dispatch are:
- Netherlands: 1–4 business days
- Selected countries within the European Union: 3–8 business days
Please note that delivery times are estimates and may be affected by circumstances outside our control.
How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information. Please allow some time for the tracking status to become active.
Where do you currently ship?
We currently deliver within the Netherlands and to selected countries within the European Union. The available destinations are shown during checkout.
Returns & Refunds
How can I return an item?
To start a return, email us at hello@alentialunae.com within 14 days of receiving your order.
Please include:
- your full name
- your order number
- the item or items you wish to return
We kindly ask you to include the reason for your return, as your feedback helps us improve our products and service. You will then receive the return address and further instructions by email.
Who pays the return shipping costs?
For a regular return, return shipping costs are the responsibility of the customer.
If an item is faulty, damaged upon arrival or different from what you ordered, please contact us before returning it. In these cases, Alentia Lunae will arrange or reimburse the necessary return shipping costs.
Do you offer exchanges?
We currently do not offer direct exchanges. If you would prefer another size, colour or style, please return the original item and place a new order through our webshop.
When will I receive my refund?
We aim to process accepted returns within 5–7 business days after arrival.
The refund will be issued to the original payment method. Depending on your bank or payment provider, it may take additional time before the amount becomes visible in your account.
Do I need to keep the security seal attached?
Yes. Please keep the security seal attached and unbroken while trying on the item. Returns with a removed or broken security seal may be refused. Once you decide to keep the item, carefully cut and remove the seal before wearing. Do not pull the seal.
Products & Sizing
How do I choose the right size?
Please review the size and fit information shown on the relevant product page.
If you need additional help choosing a size, contact us at hello@alentialunae.com before placing your order.
Can product colours look different in person?
We aim to show product colours as accurately as possible. Slight differences may occur due to lighting, photography, screen settings and normal production variations.
How should I care for my garment?
Please follow the care instructions shown on the product page and, where applicable, on the garment or care label.
Incorrect washing, drying or ironing may damage the garment.
Payments
Which payment methods do you accept?
The available payment methods are shown during checkout.
Are prices inclusive of VAT?
Yes. All prices shown on our website include applicable VAT, unless clearly stated otherwise.
Contact
How can I contact Alentia Lunae?
You can contact us by email at hello@alentialunae.com.
When can I expect a response?
We aim to respond within 24–48 hours on business days.