FAQ
What is your return policy?
To qualify for a return, the item must be unused and in the same condition as when it was received. It should also be in its original packaging.
Returns must be requested within 30 days of receiving your order.
The return shipping is the responsibility of the customer, and the item must be returned in the same condition it was sent in order to receive a full refund. This includes:
Original packaging
The shipping box
Any included items (invoice, samples, etc.)
We reserve the right to refuse a return or refund if the external packaging is damaged.
To initiate a return, please contact our customer support team at elsa@terralunabotanicals.com with the following details:
The email address used for the order
The order number
A list of the products you are returning
The reason for the return, along with any other relevant information
If you have any questions or need assistance with the return process, please reach out to us at elsa@terralunabotanicals.com.
Can I exchange a product?
Exchanges are only permitted for defective or damaged items. If you wish to exchange a product, please follow the same procedure as above.
We require proof (such as images or videos) of any defects or damages for exchanges to be processed.
If you encounter any issues with our return process or form, please don’t hesitate to contact us at elsa@terralunabotanicals.com
How does the shipping and delivery work?
Shipping Information
At Terra Luna Botanicals, we are committed to providing you with a smooth and enjoyable shopping experience. Below are the details about our shipping policies for cosmetic products within Spain and the European Union (EU).
1. Shipping Locations
We offer shipping to all locations within Spain and across the European Union (EU). No matter where you are located, you can enjoy our premium cosmetic products delivered straight to your door.
2. Shipping Costs
We offer flat-rate shipping to make it easy for you to know the shipping cost up front:
Domestic Orders (within Spain): Flat rate of €5
Orders to the Rest of the EU: Flat rate of €10
3. Processing Time
Once your order is placed, we will process and dispatch it within 1-2 business days for all orders, both domestic and international. Orders are processed Monday through Friday, excluding public holidays. Orders placed over the weekend or during holidays will be processed on the next business day.
4. Delivery Time
Delivery times depend on your location and the shipping method chosen at checkout:
Domestic Shipping (within Spain): 2-3 business days
EU Shipping (Rest of Europe): 3-5 business days
Please note that these delivery times are estimates, and delays may occur due to factors like weather conditions or high shipping volumes.
5. Tracking Your Order
After your order has been dispatched, you will receive a tracking number via email. This will allow you to track your shipment through the courier’s website. If you have trouble tracking your package, please contact our customer support team for assistance.
6. Delivery Issues
If your order doesn't arrive within the expected time frame, please contact us at elsa@terralunabotanicals.com. We will investigate the issue with the shipping carrier and work to resolve it as quickly as possible.
7. Customs & Duties
As we ship within the EU, there are no additional customs fees or import duties for shipments within the European Union. The total amount you see at checkout is the final price you will pay. For future international orders outside the EU, please be aware that additional customs fees or taxes may apply, which will be the responsibility of the customer.
8. Packaging
We take great care to ensure your products are packaged safely to avoid any damage during transit. All items are packed with protective materials, and we use eco-friendly packaging to reduce our environmental footprint.
9. Contact Us
If you have any questions or need assistance, please reach out to us at elsa@terralunabotanicals.com. We’re here to help and ensure your experience with us is as smooth as possible.