Terms of service

Clarity in every detail

These Terms of Service apply to all visits to our website, all offers shown on our store, and all purchases made through Alentia Lunae

Alentia Lunae
Chamber of Commerce number: 93401531
VAT ID: NL005018252B72

Postbus 7052
2701 AB Zoetermeer
The Netherlands

Email: hello@alentialunae.com

1. About Alentia Lunae

Alentia Lunae is an online fashion retailer offering carefully selected pieces to customers in the Netherlands and selected countries within the European Union.

By using our website or placing an order, you agree to these Terms of Service.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

2. Our products and offers

We aim to present our products and their characteristics as carefully and accurately as possible.

Slight differences in colour, texture or appearance may occur due to lighting, photography, screen settings or normal production variations.

Product availability is subject to change. Adding an item to your shopping cart does not reserve it.

We reserve the right to correct obvious errors in product descriptions, prices, availability or other information displayed on our website.

3. Orders and agreement

By placing an order, you make an offer to purchase the selected products.

The purchase agreement is concluded when we accept your order and send you an order confirmation.

After placing an order, you are responsible for checking the order confirmation and notifying us as soon as possible if any information is incorrect.

We may refuse or cancel an order in the event of:

an obvious price or product-information error
incorrect stock information
suspected fraud or misuse
an unsuccessful or incomplete payment
an address to which we cannot deliver
another legitimate reason that prevents us from fulfilling the order

If we cancel an order after payment has been received, the amount paid will be refunded to the original payment method.

4. Prices and payment

All prices shown on our website are listed in euros and include applicable VAT, unless clearly stated otherwise.

Any shipping costs or other applicable charges will be displayed during checkout before the order is completed.

We accept the payment methods shown during checkout.

Payment must be completed before an order can be processed and dispatched.

5. Shipping and Delivery

Alentia Lunae currently delivers within the Netherlands and to selected countries within the European Union.

Orders are generally prepared for shipment within 1–2 business days after the order and payment have been successfully received.

Delivery times begin after the order has been dispatched and are separate from the processing time.

All communicated delivery times are estimates. Delays may occur due to circumstances outside our reasonable control, including carrier delays, busy periods, severe weather or incorrect delivery details.

Further information about processing times, shipping rates, delivery estimates and tracking can be found in our Shipping & Delivery policy.

6. Delivery address

Customers are responsible for providing a complete and accurate delivery address during checkout.

If you notice an error, contact us as soon as possible at hello@alentialunae.com and include your order number and the correct address.

We will do our best to make the requested change, but we cannot guarantee that an address can still be changed once the order has entered processing or has been dispatched.

Additional shipping costs may apply when an order is returned to us because of:

an incorrect or incomplete address
an unsuccessful delivery
failure to collect the parcel within the carrier’s collection period

7. Transfer of risk

Unless you have independently arranged a shipping carrier that was not offered by us, Alentia Lunae remains responsible for the order until it has been delivered to you or a person designated by you.

Please contact us when a parcel appears to be lost, damaged during delivery or incorrectly delivered.

8. Right of withdrawal

If you purchase as a consumer, you generally have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To help us register and process your return correctly, we ask you to notify us by email at hello@alentialunae.com within this 14-day period.

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 may also communicate your decision to withdraw in another clear and unambiguous way.

After notifying us of your decision to withdraw, you have a further 14 days to return the products.

Sale items are also covered by the statutory right of withdrawal unless a specific legal exception applies.

9. Return conditions

Products may be carefully tried on to assess their nature, characteristics and fit, as would normally be permitted in a physical boutique.

Please make sure the item is returned:

unworn, unwashed and unaltered
free from makeup, perfume, deodorant, stains, smoke odour or other signs of use
with the Alentia Lunae security seal intact and unbroken
with included accessories and original product packaging, where applicable

You are responsible for any reduction in value caused by handling the product beyond what is reasonably necessary to assess its nature, characteristics and fit.

A removed or broken security seal does not automatically remove your statutory rights. However, we may assess whether the item has been handled or used beyond what was reasonably necessary. Where permitted by law, a reduction in the refund may be applied for loss in value.

Further information about the return process can be found in our Returns policy.

10. Return shipping costs

For a regular return under the right of withdrawal, return shipping costs are the responsibility of the customer.

You are responsible for arranging and paying for the return shipment with a shipping carrier of your choice.

We strongly recommend using a tracked shipping service and keeping your proof of postage until the return has been fully processed.

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.

11. Refunds

Once we have received and inspected your return, we will issue the amount due to the original payment method.

We aim to process accepted returns within 5–7 business days after arrival.

Under the applicable right of withdrawal, the refund will be made within the legally required period. We may wait until we have received the returned products or until you have provided proof that they have been sent back, whichever occurs first.

When the complete order is returned, the standard outbound delivery costs will also be refunded where required by law.

Additional costs paid for a delivery method that was more expensive than our standard delivery option will not be refunded.

When only part of an order is returned, the original delivery costs are not refunded.

Depending on your bank or payment provider, it may take additional time before the refund becomes visible in your account.

12. Exchanges

We currently do not offer direct exchanges.

If you would prefer another size, colour or style, please return the original item in accordance with our Returns policy and place a new order through our webshop.

Placing a new order does not guarantee that the requested replacement item will remain available.

13. Faulty, damaged or incorrect products

Products must meet the qualities and characteristics that customers may reasonably expect based on the agreement, product information and applicable law.

If an item is faulty, arrives damaged or differs from what you ordered, please contact us as soon as possible at hello@alentialunae.com.

Please include:

your order number
a clear description of the issue
clear photographs of the item and packaging

Please keep the original packaging and do not return the product at your own expense before receiving our instructions.

Depending on the circumstances and applicable law, an appropriate solution may include repair, replacement, a price reduction or a refund.

14. Legal guarantee

Your purchase is protected by the applicable statutory guarantee.

If a product is faulty or does not conform to the purchase agreement, you may be entitled to an appropriate remedy under applicable consumer law.

These statutory rights are separate from the right of withdrawal and are not limited by these Terms of Service, our Returns policy or any voluntary commercial policy.

A complaint relating to a defect will be assessed based on the product, the nature of the issue, the expected lifespan and the circumstances in which the product was used and cared for.

15. Care and garment responsibility

Please follow the care instructions displayed on the product page and, where applicable, on the garment or care label.

We are not responsible for damage caused by washing, drying, ironing or otherwise treating a product contrary to the provided care instructions.

This may include:

washing at an unsuitable temperature
machine washing a product marked for hand washing only
tumble drying when this is not permitted
ironing contrary to the instructions
using unsuitable cleaning or bleaching products

This provision does not limit your statutory rights when a product was already faulty or did not conform to the agreement at the time of delivery.

16. Promotions and discount codes

Promotional offers and discount codes may be subject to specific conditions, including a validity period, minimum order value or product exclusions.

Unless otherwise stated:

only one discount code may be used per order
discount codes cannot be exchanged for cash
discount codes cannot be applied after an order has been completed
discounts may not apply to shipping costs or selected products

We reserve the right to withdraw or correct a promotion in the event of an obvious error, misuse or technical problem.

This does not affect orders that have already been validly accepted, unless otherwise required by law.

17. Website use

You may use our website only for lawful personal shopping purposes.

You must not:

misuse or interfere with the operation or security of the website
attempt to gain unauthorised access to our systems
submit false or misleading information
use automated methods to copy or collect website content
use our website for fraudulent or unlawful purposes

We may restrict access to the website where reasonably necessary to protect our business, systems or customers.

18. Intellectual property

All branding, text, photography, graphics, designs, product imagery, logos and other content displayed on this website belong to Alentia Lunae or are used with permission.

Content may not be copied, reproduced, modified, distributed, published or commercially used without our prior written permission, except where personal and non-commercial use is legally permitted.

19. Third-party services and links

Our website may contain links to or use services provided by third parties, including payment providers, shipping carriers and other applications.

We are not responsible for the content, availability or privacy practices of external websites that we do not control.

Your use of third-party services may also be subject to the terms and policies of the relevant third party.

20. Privacy

We process personal data in accordance with our Privacy Policy.

The Privacy Policy explains which personal data we collect, why we collect it, how it is used and what rights you have.

21. Complaints

If you have a complaint about a product, delivery or our service, please contact us at hello@alentialunae.com.

Please include:

your full name
your order number, where applicable
a clear description of the complaint
relevant photographs or supporting information

We aim to acknowledge and respond to complaints within 24–48 hours on business days.

We will review the complaint carefully and work with you to find an appropriate solution in accordance with applicable consumer law.

22. Liability

Nothing in these Terms of Service excludes or limits liability where such exclusion or limitation is not permitted by applicable law.

Alentia Lunae is not responsible for indirect loss or damage that was not reasonably foreseeable when the purchase agreement was concluded, except where mandatory consumer law provides otherwise.

We are not responsible for delays or failures caused by circumstances outside our reasonable control.

Nothing in these terms limits the statutory rights available to consumers.

23. Changes to these terms

We may update these Terms of Service when necessary, for example because of changes to our services, business practices or applicable law.

The version that applied when your order was placed will continue to govern that order.

The most recent version will always be available on our website.

24. Governing law

These Terms of Service and purchase agreements with Alentia Lunae are governed by Dutch law.

If you are a consumer residing in another country within the European Union, you continue to benefit from any mandatory consumer protections that apply in your country of residence.

Any dispute will be submitted to the competent court, subject to mandatory consumer-protection rules.