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FAQ

 

1 Leggings

 

How should I wash PikaLuna leggings?

  • We recommend washing them in a delicate laundry program at 30 degrees. Before washing, turn the leggings, so the print is on the inside. Drying in the dryer is not recommended.

 

Are the leggings see-through?

  • PikaLuna leggings are not see-through. The partial transparency can occur if the material is overstretched. To avoid this, choose the right size.

 

Are PikaLuna leggings also suitable for pregnant women?

  • Yes. Leggings are extremly stretchy and comfortable, and they grip the belly nicely and do not press on it.

 

Are PikaLuna leggings suitable for exercise?

  • Yes, they are.

 

2 Coronavirus information

 

Which measures is PikaLuna taking in relation to the coronavirus?

  • The health and safety of customers and employees at PikaLuna is our top priority. To ensure we meet every health and hygiene standard, we monitor all regulations frequently and work very closely with our logistics operations and our shipping partners.

 

Can my parcel be delivered at the door?

  • Your PikaLuna order will be delivered to your door, just like always. Of course, we work closely with our shipping partners, and currently there aren’t any restrictions for receiving your parcel at the door.

 

What are the current delivery times?

  • We are doing everything we can to ensure the fast and safe shipment of your PikaLuna order. However, as our business operates all over Europe, extended waiting times at several European borders can influence our delivery times.
  • You can find the current estimated delivery time in your basket. Please know we monitor the situation closely and will update shipment times regularly.

 

How can I return my order? (corona)

  • At PikaLuna we strive to provide the customer with only the best products, but sometimes there may be a request to refund the purchase price or exchange the product.
  • If you have ordered more than one product, please make sure that the product is returned in the correct bag, which states the name of the product you are returning. The name on the bag can be found next to the bar code. Products can be returned by following the general conditions. You have to complete the return form, which you find at the bottom of our page. The product must be unwashed, unworn, with all labels attached in the original packaging. The product must also be free of stains, hair, or any other damage. The product you want to return must be sent to the company’s address: Invio d.o.o. Ljubljanska cesta 45, 1241 Kamnik, Slovenia. We do not accept packages with redemption. The customer is responsible for paying for their own shipping costs for returning their item. Shipping costs are non-refundable.
  • If you have any problems or questions, please contact our team on [email protected] and we will answer you as soon as possible.

 

3 Order

 

How can I place an order?

  • Ordering is super simple:
  • 1. Add the desired item in you basket.
  • 2. When you add an item in you basket, a pop-up window opens where you have the option to continue shopping or place an order.
  • 3. When you decide to complete your order, fill in the delivery details and choose the payment method.
  • 4. Place your order by clicking on the “Complete your order” button.

 

What should I do if an item that I want is not available anymore?

  • Don’t worry. You can still order the item you’re looking for. Unfortunately, we cannot give you a specific date as to when and whether an article could be available again. However, we are happy to send you a reminder as soon as the said item is back in stock.
  • If you wish to receive a reminder, you can then enter your email address so that you automatically receive a notification as soon as the item is available again.

 

What happens after my order has been placed?

  • After placing an order, you will be sent a confirmation via email, which lists the ordered items, your billing and delivery address, as well as the chosen payment option. If you can not find your confirmation email please check your SPAM inbox. Finally, your purchase will be delivered to you, and we hope you will have lots of fun with your new items. In case you are not happy with your purchase, you can simply initiate the return process.

 

How can I cancel my order?

  • For cancellations you need to contact [email protected] Cancellations are possible if the order has not yet been processed in our warehouse. Our warehouse is very fast when it comes to processing orders. Due to this, cancellations may only be possible for 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, there can be a minimum order value for certain payment options that you will be informed about in case it applies.

 

Is there a maximum order value?

  • There is no general maximum order value for orders at PikaLuna. The maximum order value depends on the chosen payment option.

 

4 Payment

 

What do IBAN and BIC stand for?

  • IBAN (International Bank Account Number) is a number that replaces all national account details (such as account number and bank sort number in Germany). BIC (Business Identifier Code) is an internationally standardised bank code (similar to the bank routing code) which clearly identifies payment providers around the globe.

 

Where is the CVC on my credit card?

  • The three-digit security code is located on the back of the card.

 

How is the VAT displayed?

  • The value-added tax (VAT) is separately accounted for in every invoice.

 

Why was a payment by credit card declined?

  • There can be several reasons as to why a payment by credit card is declined. For instance, a typo, an invalid card, missing verification or a technical error on our website.
  • We are happy to offer the following alternative payment options: PayPal, Gift Card, ….

 

When and how will I receive my invoice?

  • You will receive an invoice by email immediately after all your ordered items have been shipped.

 

Can I place a tax-free order?

  • We do not offer tax-free orders.

 

Will I receive a confirmation after paying?

  • If you have chosen PayPal or credit card as the payment method, the order will only be completed after successfully going through the payment process. A payment confirmation will show up immediately in your browser when the whole process is complete.

 

Which payment methods are accepted?

  • You can choose between the following payment options: cash on delivery, credit card (Visa, Mastercard), PayPal, Klarna, iDEAL.

 

When will my credit card be charged?

  • The payment process automatically reserves the bought items for you. Your credit card is only charged with the total amount of your purchases once the items are shipped.

 

Can I pay in instalments?

  • With Klarna Pay Now (Sofort) our customers can transfer money directly from their bank account to ours. When Pay Now (Sofort) is selected in the payment window, the customer then selects their own bank. The customer is then directed to their own banks flow, where they confirm the payment and the money is transferred.

 

How does Klarna work?

  • To use Klarna with WorldRemit, simply:
  • 1. Choose Klarna as your payment method when you come to pay, this may appear as SOFORT if you are using the website (don’t worry they are the same).
  • 2. You’ll be taken to the Klarna Banking website, where you can choose your bank.
  • 3. Securely log-in to your bank, using your online banking credentials.
  • 4. Complete the payment directly from your online banking.
  • 5. We’ll get a confirmation telling us that your payment is complete.

 

Is Klarna secure?

  • Yes, it’s totally secure. Through a combination of transaction monitoring, transaction verification and a dedicated anti-fraud team, it’s an entirely safe online payment method.

 

5 Vouchers & Gift Cards

 

Where can I purchase gift cards?

  • The gift card can be ordered through our website ( https://pikaluna.com/product-category/gift-card/ ) or you can also contact us on our email ([email protected]).

 

How do I redeem my voucher?

  • Simply enter your voucher code at the payment stage in the »coupon code« box. The total amount of your order will then immediately be reduced by the value of your voucher.

 

What happens if I lose my gift card or if I have entered a wrong email address in my customer account?

  • You can contact us on [email protected] and we will check the right coupon code or email. However, we do not assume any responsibility for loss, theft, damage, illegibility or the unauthorized use of your gift card.

 

How do I redeem my gift card?

  • Your gift card can be redeemed in the online store. Gift cards have have one year time limitation and the minimum order value is the value of the gift card.
  • Simply enter your voucher code at the payment stage in the »coupon code« box. The total amount of your order will then immediately be reduced by the value of your voucher.

 

My voucher code doesn’t work. What’s going on?

  • There could be several reasons as to why your voucher code doesn’t work:
  • 1. The voucher has already been redeemed; therefore, it is depleted of funds.
  • 2. The voucher was linked to a certain customer account.
  • 3. The voucher is linked to a certain minimum and/or maximum order value.
  • If you have any questions, please contact us at [email protected] Please don’t forget to include the voucher code.

 

What happens if I send back my ordered articles?

  • You can, of course, send back items that you don’t like. If your order was paid for by a gift card, the amount of the return will be transferred back to your card as soon as your return has been booked.
  • If the order amount exceeds the value of your gift card, the amount of the return will be refunded to you via the additionally selected payment option as soon as the return has been booked. Please note that the refund via the additionally selected payment method only takes place up to the amount initially paid via this method. Should there be any remaining refund on the return, it will be credited to your gift card.

 

What happens if the order value is higher than the value of my gift card?

  • That’s no problem. If the amount of your order exceeds the value of your gift card, you will automatically be asked to select another payment method, which you can use to pay for the rest of your order.
  • Please note that although you can add multiple gift cards to your account, only one can be redeemed per order.

 

Can I redeem my gift card for an already existing order?

  • Gift cards cannot be redeemed retrospectively. Exchanging gift cards is not possible. You can, of course, use your gift card for your next order.

 

6 Shipping & Delivery

 

How long does delivery take?

  • Delivery time depends on the country you are from: Austria, Germany, Poland: 5-7 working days Czech Republic, Slovakia: 4-6 working days Slovenia, Croatia, Italy: 3-4 working days If we have a lot of orders, the delivery time can be extended for a day or two.

 

How can I track my order?

  • To check the delivery status of your order, check the shipping confirmation you received through email. For each package that is shipped to you, you will receive a shipping confirmation that includes a link to track the shipment.
  • This way you always know where your shipment is and how long it will take to get it to you.

 

How can I check whether I have placed my order correctly?

  • If you would like to check whether your order has been placed correctly, you can see this in the order confirmation sent by us per email. If you can not find the email please check your spam inbox.
  • In case you have any further questions concerning your order, feel free to reach out to our customer service at any time via email [email protected], we will be happy to help you out.

 

What can I do if I receive a damaged item?

  • If you notice a defect or damage on the leggings that you did not cause yourself, 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 response and we will correct the error accordingly.

 

Can my shipping address differ from my billing address?

  • You are welcome to have your order delivered to an address that differs from your billing address, e.g. to your workplace or a parcel shop. Simply choose the “Ship to different address” option and enter the desired shipping address.

 

Can I change my delivery address after completing an order?

  • We hope you understand that we are not able to change your PikaLuna delivery address for an already completed order. Since orders are processed immediately, we cannot guarantee a timely change of information. In the event that your registered shipping address cannot be located or that your package cannot be delivered, the package will be sent back to us. After the package has been returned and checked, the respective credit will be transferred via the chosen method of payment.

 

7 Return & Refund

 

How can I return my order?

  • All information about returning the product can be found here: https://pikaluna.com/return-policy/ If you can’t find the return form under regular mail, check your spam. It is not necessary to copy the form as we will receive it in our email.
  • When you are returning the product, you must fill out the form provided here: https://docs.google.com/forms/d/e/1FAIpQLSfxgjNfg6kwTrCluT67rLnK_nnXTmgOx9kX_i_tEXOp0ogCXA/viewform You don’t need to print the form as we will receive it to our email. If you have any problems or questions, please contact our team on [email protected] and we will answer you as soon as possible.

 

What if I don’t like the leggings I ordered?

  • In case an item that has been delivered by us does not match your expectation in any way, you can return it. However, we do not accept packages with redemption. The buyer is obliged to pay the shipping costs for the return of his product. Postage costs are non-refundable. By using the return slip, stating the reason for return. All the relevant information regarding returns can be found under »How do I return an item?«. We will return the order value through the same payment method that the order was paid with as soon as the package has arrived and been examined.

 

How long does it usually take for the reimbursement to take place?

  • As soon as the return package has arrived and has been examined by us, we’ll initiate the reimbursement process within 14 days via the respective payment method.

 

Is a direct replacement of the returned item possible?

  • Unfortunately, a direct exchange of the returned item is not possible. After the package has been returned and checked, we can send you the wanted replacement or return the purchase price of the product – the respective credit will be transferred via the chosen method of payment.

 

How can I make a complaint about an item?

  • If you notice a defect or damage on the leggings that you did not cause yourself, 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 response and we will correct the error accordingly.

 

How will I be reimbursed?

  • You will be refunded through the same payment method you chose for the purchase. In case of a card payment, we will refund the amount to your card account. For payment via PayPal, the refund will be made to your PayPal account.

 

Which address should I send the return package to?

  • Return the products to the address of the company Invio d.o.o., Ljubljanska cesta 45, 1241 Kamnik, Slovenia.

 

8 Other

 

How do I find the right size or fit?

  • To make sure that you choose the right size please check our size chart before ordering. Measure yourself and compare it to our size chart. In case you are between sizes and you don’t know which size to choose – contact us on [email protected] and we will help you.

 

How can I subscribe to the newsletter?

  • If you don’t wanna miss out on any current offers, you should subscribe to our free newsletter. To do this, simply enter your email address in the section »Subscribe to newsletter« at the end of the page.
  • We will then immediately send you an email, in which you will need to confirm the newsletter registration.

 

How often will I receive the newsletter?

  • Our newsletter is published at irregular intervals. Mostly at a time when there is news from the world of fashion or in case of any special offer; for example, a sale, a voucher promotion. etc.

 

How can I send you my suggestions and feedback?

  • We are happy to receive your feedback, your criticism, and your praise. Send us an email at [email protected] In all cases, you will hear back from us.

 

What can I do if I have any technical issues with the page?

  • We always try to make your shopping experience great. If any technical problem occurs or something seems to not work as it should, we would appreciate it if you could contact us so that we can fix the problem. Feel free to leave us a message at [email protected] and don’t forget to include a screenshot.
  • In order to use all functions of our online store, we recommend the use of the latest browser version. Therefore, make sure you are using the latest version of your web browser, JavaScript is activated and cookies allowed.