FAQ

No, you can also place an order as a guest. But there are some advantages to having an account with us:

Fast checkout process
You can easily view your order status and order history
You will receive updates about our new releases and special promotions

What to do if I forget my password?

On the login page, click "Forgot your password?" And you will be redirected to a page where you can create a new password.

What happens if I entered the wrong email address?

Please contact us so we can change your email address. We may change your email address, name and address, but we cannot change your order.

 

Which payment methods are accepted?

We accept all common ones Credit cards (VISA, Mastercard, AMEX) PayPal payments. You can also via Bank transfers pay.

How secure is my online order?

When you shop online with your credit card, all of your information is entered into a secure SSL website. Your information is then SSL encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

How can I change or cancel my order?

We reserve the right, at any time after receipt of the order, to accept or reject the order, or any part thereof, in our sole discretion, including after the customer has received an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, a credit will be issued to the original payment method.

>> Please note that orders that have already been packed or shipped cannot be canceled.

 

Can I change my delivery address after ordering?

Please note that your delivery address cannot be changed once your order has been processed or shipped. Please update your shipping address to your home address instead of your work address as we do not know how long the destination customs department will hold the package.

When does my order arrive?

Delivery time is based on the shipping option you have chosen. Once the order is shipped, we will email your tracking information the next day as tracking information is usually available 72 hours after the order is shipped. We are not responsible for any delays caused by the customs department in your country.

How can I track my order?

We will email your tracking information once your order has shipped. Normally you will receive the tracking number one day after we ship your order.

You can track your order here .

What do I do if I have items missing from my order?

If anything is still missing, please contact us immediately.

 

When will my order be processed?

All orders are handled and shipped from our warehouse in a timely manner. Please allow additional time for your order to be processed during holidays and sales seasons.

We process orders between Monday and Friday. Orders are processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

How do I return an item?

Every return must be sent in advance Returns portal or announced by email (support@thesteki.de).

To register your return, we need your order number (you can find this in your order confirmation). This will be checked by us and you will be informed by email about the correct return address and how to proceed.

General return policy
The goods received can be returned in the original packaging within 14 days of receipt. The prerequisites for a return are that the original packaging is undamaged and that the goods have not been used.

Return policy personalized items
Personalized items can only be returned if the item arrives defective or incorrect.

The resulting postage costs must be borne by the customer. If it is an incorrect delivery on our part, we will cover the postage costs.

If you have any questions, you can always write to our customer service support@nalaundluna.com. We will get back to you as quickly as possible.

Can I order by phone?

No, unfortunately you can currently only order through the online shop.