FAQ
How can I place an order on Aluna Sydney?
To place an order, simply browse our website, select your desired items, and follow the checkout process. You’ll receive a confirmation email once your order is placed.
How will I know if my order has been successfully placed?
After placing an order, you’ll receive an order confirmation email indicating that we’ve received your order and your payment has been authorized.
What payment methods do you accept?
We accept the following payment methods (listed in the exact order shown in the image):
American Express (Amex), Apple Pay, Google Pay, Maestro, Mastercard, Shop Pay, Visa.
How can I track my order?
You can track your order using the tracking number sent to you via email once your order has been shipped. Please check the Track Your Order page.
What are the shipping costs for my order?
Shipping is free throughout Australia.
How long does it take to process and ship my order?
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Order cutoff time: 3:00 PM (Monday–Friday)
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Order handling time: 1–3 business days (Monday–Friday)
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Transit time: Typically 4–8 business days (Monday–Friday), depending on your location.
What should I do if I don’t receive a confirmation email?
If you don’t receive a confirmation email, please check your spam folder. If it’s not there, email us at support@alunasydney.com with the subject “Order Confirmation Not Received.”
Can I change or cancel my order after it has been placed?
Orders can only be changed or canceled before they are processed. Contact us as soon as possible at support@alunasydney.com to request changes or cancellations.
What is your return policy?
We offer a 30-day return policy. Items must be in the same condition as when you received them. Contact us at support@alunasydney.com to initiate a return.
How do I get a return label?
For defective products, we provide a return label free of charge. For other returns, the cost of shipping is the customer’s responsibility.
What should I do if I receive a defective or damaged item?
Contact us immediately at support@alunasydney.com if you receive a defective or damaged item. We will arrange a return and cover the shipping costs.
Can I exchange an item?
To exchange an item, please return the item you have and place a new order separately for the replacement.
How long does it take to process a refund?
Refunds are processed within 10 business days after we receive and inspect your return. It may take additional time for your bank or credit card company to post the refund.
Do you offer international shipping?
At this time, we ship within Australia only.
What should I do if my order hasn’t arrived yet?
If your order hasn’t arrived within the expected delivery time, use the tracking number to check its status. If there are issues, contact us at support@alunasydney.com.
How do I contact customer service?
You can reach our customer service team via email at support@alunasydney.com or by phone at +61 2 8203 7155.
What is PCI Compliance and how does it affect my payment?
PCI Compliance ensures that your payment information is processed securely, protecting your card details from fraud. We adhere to these standards to keep your data safe.
What should I do if I suspect fraudulent activity on my account?
If you suspect any fraudulent activity, contact us immediately at support@alunasydney.com. We take such matters seriously and will assist you promptly.
How do I ensure my personal information is protected?
We use SSL technology to encrypt your sensitive information during transactions. We do not share your personal information with third parties and prioritize your privacy.
Contact Information
Store Name: Aluna Sydney
Address: 99 Bathurst St, Ground Floor Suite, Sydney NSW 2000, Australia
Email: support@alunasydney.com
Phone: +61282037155
Our Opening Hours:
Monday - Friday: 09:00-17:00
Saturday: 09:00-17:00
Sunday: 08:00-12:00