FAQ

Luna Elixir — Frequently Asked Questions (FAQ)

Welcome to our FAQ section. Here you’ll find quick answers to the most common questions about orders, shipping, returns, payments, and our fragrances.

Orders & Shipping

When will my order be shipped?

Orders are processed within 1 business day.

Orders placed before 14:00 are usually shipped on the same day.

How long does delivery take?

Delivery times depend on your location:

  • Netherlands: 1–3 business days
  • Belgium & Germany: 1–3 business days
  • Rest of EU: 2–5 business days

All orders include tracking.

Do you ship outside the EU?

Currently, we ship only within the European Union.

Which carriers do you use?

We ship using DHL, UPS, FedEx and trusted local logistics partners.

How can I track my order?

Once your order ships, you’ll automatically receive a tracking link via email.

You can follow your delivery in real-time.

       

Products & Fragrances

Are your perfumes original?

Yes — all our fragrances come from official distributors and are 100% original.

Do you sell testers or samples?

Currently, we only offer full-size products. Samples may be added in the future.

Do you restock out-of-stock items?

Yes, we restock regularly.

Click “Notify me” on the product page to be informed when it returns.

Why are your prices so competitive?

We work directly with EU fragrance suppliers, allowing us to offer authentic perfumes at fair prices.

 

Payments

Which payment methods do you accept?

We accept:

  • Visa
  • Mastercard
  • Maestro
  • iDEAL
  • Bancontact
  • Apple Pay
  • Google Pay
  • PayPal (if enabled)

Is my payment secure?

Yes — all payments are processed through Shopify Payments, which uses bank-level encryption and anti-fraud protection.

 

Returns & Refunds

Can I return a product?

Returns are accepted only if:

    • An incorrect item was shipped
    • The item arrived damaged
    • The product had a defect upon delivery

Which items cannot be returned?

For safety, hygiene, and supplier policy reasons, we cannot accept returns for:

    • Opened or used perfumes
    • Products with broken seals
    • “Change of mind” or “I don’t like the scent”
    • Items damaged after delivery
    • Packages missing components or not in original condition

How do I request a return?

Email us at info@lunaelixir.store within 24–48 hours of receiving the package.

Provide:

    • Order number
    • Photos of the issue
    • A description of the problem

Our team will review the request and contact the supplier for approval.

When do I receive my refund?

Refunds are issued within 3–7 business days after we receive the returned product.


Order Issues

My tracking says “delivered” but I didn’t receive it.

Please check:

    • Your mailbox
    • Your neighbors
    • Your building reception
    • The carrier’s delivery photo

If still missing, contact us — we will help solve it with the carrier.

 

About Luna Elixir

Where are you based?

We are based in Rotterdam, Netherlands.

Where do your products ship from?

From our EU partner warehouses located in the Netherlands and France.

How do I contact support?

Email us at info@lunaelixir.store

We respond within 24 hours.

Need help with something else?

Send us an email at info@lunaelixir.store — we’re always happy to assist.