How to wash PikaLuna clothes?
We recommend washing at 30 degrees on the delicate programme. Before washing, turn the garment so that the print is on the inside. We advise against tumble drying. In addition to the size chart, you can also find the material properties and composition, as well as washing instructions for each individual item.
Are the leggings transparent?
PikaLuna tights are opaque. However, the appropriate size should be chosen to avoid over-stretching of the material, which can lead to partial translucency.
Are PikaLuna leggings suitable for pregnant women?
Yes, the PikaLuna leggings are extremely stretchy and comfortable and gently cling to the tummy without feeling tight.
Are PikaLuna leggings also for exercising?
Yes, they are suitable for all occasions, including exercise.
How can I place an order?
Ordering is very simple:
1. Add the selected products to your basket.
2. Once you have added a product to your basket, a pop-up window will open where you have the option to continue shopping or to end your order.
3. Once you have decided to complete your order, fill in your delivery details and choose your payment method.
4. You can submit your order by clicking on the “Complete your order” button.
What should I do if the product I want is no longer available?
We restock all the time, so you can wait a week or two for the stock to replenish. If you would like to know the exact date when new stock will arrive for a specific item, you can contact us at [email protected] and we will be happy to answer your query.
What happens when I place an order?
After you place your order, you will receive an email confirmation, which will include the products you ordered, the billing and shipping address, and the payment method you have chosen. If you do not find the confirmation email, please also check your junk mail. Finally, your order will be delivered and we hope you will have fun with your new pieces. In case you are not satisfied with your purchase, you can easily start the return process.
How can I cancel my order?
To cancel, please contact [email protected] Cancellation is only possible if the order has not yet been processed in our warehouse. Our warehouse is very fast in processing orders, so it is possible that cancellation of an order may be possible only a few hours after the order has been placed.
Is there a minimum order value?
There is no general minimum order value at PikaLuna. However, for certain payment options there is a minimum order value, which you will be notified if it applies.
Is there a maximum order value?
There is no general maximum order value at PikaLuna. The value depends on the payment method chosen.
What do IBAN and BIC mean?
IBAN (International Bank Account Number) is a number that replaces all national account information (such as the account number and the bank’s sort code in Germany). BIC (Business Identifier Code) is an internationally standardised bank code (similar to a bank routing code) that clearly identifies payment providers around the world.
Where is the CVC on my credit card?
The three-digit security code is located on the back of the card.
How is VAT shown?
Value Added Tax (VAT) is calculated separately on each invoice.
Why was my credit card payment declined?
There may be several reasons why your credit card payment was declined. For example, a typing error, an invalid card, missing verification or a technical error on our website. We are happy to offer you the following alternative payment options: PayPal, gift card …or contact us at [email protected] and we will help you solve the problem.
When and how will I receive my invoice?
You will receive an invoice by email as soon as all the products you have ordered have been dispatched.
Will I receive a confirmation after payment?
If you have chosen PayPal or credit card as your payment method, your order will be completed only after the payment process has been successfully completed. A payment confirmation will appear in your browser once the entire process is complete.
Which payment methods do you accept?
You can choose between the following payment options: cash on delivery, credit card (Visa, Mastercard) and PayPal.
When will my credit card be charged?
The payment process automatically reserves the purchased products. Your credit card will be charged for the full amount of your purchases when the products are dispatched.
Can I pay by instalments?
Unfortunately, instalment payment is not available.
How do I redeem a voucher code?
Once you have the products in your basket, go to checkout and simply enter the voucher code in the “Voucher code” field. You will find it on the right hand side.
The total amount of your order will be immediately reduced by the value of the voucher. You then complete the order.
What happens if I lose my gift card or enter the wrong email address in my account?
Contact us at [email protected] and we will check the correct voucher code and email. However, we do not accept any liability for loss, theft, damage, illegibility or unauthorised use of your gift card.
My voucher code is not working. What is happening?
There could be several reasons why your voucher code is not working:
1. The voucher has already been redeemed, so it no longer has funds.
2. The voucher has been linked to a specific customer’s account.
3. The voucher is linked to a minimum and/or maximum order value.
If you have any questions, please contact us at [email protected].
Where can I buy a gift card?
You can order a gift card via our website (https://pikaluna.com/product-category/gift-card/) or by contacting us by email ([email protected]).
How do I redeem my gift card?
You can redeem your gift card in the online shop. The gift card is valid for one year and the minimum order value at the time of redemption is the value of the gift card.
You can redeem your gift card just like a voucher code. Once you have the products in your basket, during the checkout process, add the gift card code in the “Coupon code” field. The value of the gift card will be deducted from the total amount of the order.
What happens if I send back the products I ordered?
Of course, you can send back products you don’t like. If the order was paid for with a gift card, the refund amount will be credited back to your gift card as soon as we receive your returned products. If the amount of the order exceeds the value of your gift card, the refund amount will be refunded to you via the other payment option you have chosen as soon as we receive your returned products. Please note that the refund via the other payment method chosen will only be made up to the amount originally paid by that payment method. If there is any amount left after the return, it will be credited to your gift card.
What happens if the value of my order is higher than the value of my gift card?
No problem. If the amount of your order exceeds the value of your gift card, you will automatically be asked to choose an additional payment method to pay the remaining amount of your order.
Please note that although you can have multiple gift cards linked to your email address, only one can be redeemed at a time.
Can I redeem my gift card for an existing order?
Gift cards cannot be redeemed retroactively. Gift cards cannot be exchanged. You can use your gift card for your next order.
Is a discount code also applicable when buying a gift card?
Discount codes or other promotions cannot be redeemed for gift cards.
SHIPPING AND DELIVERY
How long does delivery take?
The delivery time depends on the country you are coming from:
Austria, Germany, Poland, Romania: 5-7 working days;
Czech Republic, Slovakia: 4-6 working days;
Slovenia, Croatia, Italy: 3-4 working days.
If we have a large number of orders, the delivery time may be extended by a day or two.
How can I track my order?
You can check the status of your order next to the shipping confirmation you received by email. For each parcel that is sent to you, you will receive a shipping confirmation that will also include a link to track the parcel. So you always know where your parcel is and how long it will take to arrive.
How can I check that I have placed the correct order?
You can check that your order is correct by sending an order confirmation email. If you cannot find the email, please also check your spam.
If you have any further questions about your order, you can contact our helpdesk at any time by emailing [email protected] and we will be happy to help you.
What can I do if I receive a damaged product?
If you notice a defect or damage to the leggings that was not caused by you, please contact us at [email protected] within 14 days of receiving the package. Please do not send the package back to our address, but wait for our reply and we will correct the defect accordingly.
Can the delivery address be different from the billing address?
Your order may be delivered to an address that is different from the billing address, e.g. your workplace. Simply select “Deliver to a different address?” and enter your preferred delivery address.
Can I change the delivery address after I complete my order?
We hope you understand that we cannot change your PikaLuna delivery address for an order that has already been confirmed. As we process orders immediately, we cannot guarantee that the details will be changed in time. In the event that the address provided cannot be found or the package cannot be delivered, it will be sent back to us. Upon return and inspection, the credit will be credited back via the method chosen.
RETURN OF PRODUCTS AND MONEY
How can I return my order?
When returning an item, you must fill in the form found here: https://pikaluna.com/returns-form/. You do not need to print the form as it will be sent to our email address. If you have any problems or questions, please contact our team at [email protected] and we will get back to you as soon as possible.
What if I don’t like the leggings I ordered?
If the product we have delivered does not meet your expectations, you can return it. We do not accept redemption packages. The buyer is responsible for the postage costs of returning the product, we do not refund these costs. Please use a return slip stating the reason for the return. All important information about returns can be found under “How can I return my order?”. We will refund the value of the order using the same means of payment as the order was paid for as soon as the package arrives and is inspected. If you have made a cash on delivery order, you must also provide a credit card number where we can refund the value of your order when completing the return form.
How long does it usually take to get a refund?
Within 14 days of the package arriving and being inspected by us, we will start the refund process via the appropriate means of payment.
Is it possible to exchange the returned product directly?
Unfortunately, direct exchange of the returned product is not possible. Once the package has been returned and inspected, we can either send you a replacement or refund the purchase price of the product – the balance will be credited via your chosen payment method.
How do I make a complaint about a product?
If you notice a defect or damage to the leggings that was not caused by you, please contact us at [email protected] within 14 days of receiving the package. Do not send the package back to our address, but wait for our reply and we will correct the defect accordingly.
How will I be reimbursed?
Your purchase price will be refunded using the same means of payment you chose for your purchase. In case of payment by card, we will refund the amount to your bank account. For PayPal payments, the refund will be made to your PayPal account. If you have made a cash on delivery order, we will contact you to provide you with a credit card number where we can refund the value of your order.
To which address should I send the return package?
Return the products to INVIO d.o.o, Ljubljanska cesta 45, 1241 Kamnik, Slovenia.
How do I find the right size or cut?
To make sure you’ve chosen the right size, check our size chart before ordering. Take your measurements and compare them with our size chart. If you are between sizes and don’t know which one to choose, contact us at [email protected] and we will help you.
How can I subscribe to the newsletter?
If you don’t want to miss out on any of our latest offers, subscribe to our free newsletter. To do this, tick “Subscribe to our newsletter” under your delivery details when you complete your purchase. We will then send you an email asking you to confirm your newsletter registration.
How often will I receive the newsletter?
We only publish our newsletter occasionally. Especially in the case of special offers such as sales, restocking or newly arrived items that you definitely shouldn’t miss.
How can I send you my suggestions and feedback?
We welcome your feedback, criticism and compliments. Send us an email to [email protected] . We will get back to you in any case.
What can I do if I have technical problems with the website?