Frequently Asked Questions

 Please click below for answers to general questions:

Products

Lunia products are completely handmade in Istanbul Turkey.

For iPhone's

Go to Settings > General > About. To the right of Model, you'll see the model name.


For Android's

Go to the Settings or Options menu, scroll to the bottom of the list, and check ‘About phone’, ‘About device’ or similar. The device name and model number should be listed.

Order

Add the item(s) to your cart, click checkout, and click the drop down on the next page, "Have a coupon code?". Then, type in the code and click apply.

Unfortunately you can only use one discount code at a time.

If you contact with us within 2 hour of placing your order it may be possible to cancel your order. Contact us here.

Yes, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

We're sorry there's an incorrect item in your order.

If you've received something you haven't ordered, please send it back to us and we'll refund you as soon as it arrives back at our warehouse.

Fill in the section on the back of your delivery slip to say the item is incorrect and put it inside your parcel when you send it back. Do ask for proof of postage - we may need to see this at a later date.

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.

If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.

If an item is missing, please get in touch with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

We want to sort out any issues with faulty items straightaway.


Please note, all received items must be checked within 48 hours from delivery and any claim for faulty items must be done within this time of period.


As soon as you discover a fault, please contact us with the following information:


The order number

The faulty item's name and number

A description of the fault

Shipping

We sure do! You can view our international shipping options and estimates here.

Orders are shipped from our facility in Istanbul, Turkey

If you ordered Sunday - Thursday, your order will ship the next business day. If you ordered after 1pm EST on a Friday, your order will be shipped the following Monday or Tuesday, depending on the volume of orders received over the weekend. Please allow additional processing and shipping time for weekends, holidays, sales, pre orders, and new releases.

Delivery time-frames are as follows:

United Kingdom: 1-4 working days

USA: 2-6 working days

Rest of Europe: 1-4 working days

Rest of World: 2-6 working days

Orders will ship via UPS, FedEx and Aramex

Yes, you can follow its journey to you. You'll receive a shipping confirmation email from our warehouse once your order is on its way; simply click on your tracking link on this email to view the up to date tracking.

Sometimes tracking links don't update daily, and can take 48-72 hours to update. If it hasn’t updated, don’t worry. Your package is still on it’s way to you and should update soon! If you do not see updates for more than 72 hours, please contact us here.

This happens from time to time as the carrier may have prematurely marked the package "delivered" before its arrival or delivered to the wrong location. We recommend checking with your neighbors and the local postal office first. If it's not found within 3 days after marked "delivered", please let us know here.

Return

You can view our policy here.

We cannot accept returns on customized products. Please see our Returns Policy page here.

We cannot accept returns that are not in their original condition. Please see our Returns Policy page here.

Refunds and exchanges will take 5-7 business days to be processed after the item(s) have been received. You'll receive a confirmation email once the process is completed.