FAQS – FREQUENTLY ASKED QUESTIONS

1. ORDERS & PAYMENTS

Q: What payment methods do you accept?

A: We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, and Google Pay. Secure Checkout is guaranteed.

Q: Can I change or cancel my order after placing it?

A: Orders are processed quickly to ensure fast shipping. If you need to modify or cancel your order, please contact us within 1 hour of purchase.

Q: Will I receive a confirmation after placing my order?

A: Yes. You will receive a confirmation email with your order details. If you do not receive it, please check your spam folder or contact our support team.

2. SHIPPING & DELIVERY

Q: Do you offer free shipping?

A: Yes, we offer complimentary standard shipping within the United States (3-5 business days).

Q: Do you offer express shipping?

A: Yes, express shipping (1-2 business days) is available for a flat rate of $25.

Q: Do you ship internationally?

A: Yes, we proudly ship worldwide. International shipping rates and delivery times are calculated at checkout based on your location (typically 3-14 business days).

Q: How can I track my order?

A: Once your order is dispatched, you will receive an email with a tracking number to monitor its journey.

3. RETURNS, EXCHANGES & REFUNDS

Q: What is your return policy?

A: We offer a seamless return process. Items must be in their original condition, unworn, unwashed, and with all tags attached. Returns must be initiated within 14 days of delivery. Please note that return shipping costs are the responsibility of the customer.

Q: How do I initiate a return?

A: You can initiate a return directly through your customer account on our website, or contact our support team with your order number for guidance.

Q: Do you offer exchanges?

A: Yes! If you need a different size or style, we offer free exchanges and will cover the shipping costs to send the new item to you.

Q: When will I receive my refund?

A: Once your return is received and inspected, refunds are processed within 5-7 business days to your original payment method.

4. PRODUCTS & SIZING

Q: How do I know my size?

A: Please refer to the Size and Fit Guide on each product page. If you are between sizes or need fit advice, simply click the Live Chat icon to share your measurements. Our team will help you find the perfect size.

Q: Where are your products made?

A: Designed in New York and handcrafted in Europe, we are committed to uncompromising quality, premium fabrics, and ethical manufacturing practices.

5. CUSTOMER SUPPORT

Q: How can I contact customer service?

A: You can reach us via email at customer@nailuna.com.ua. We typically respond within a few hours.

Q: What if I received a damaged or incorrect item?

A: We sincerely apologize for any inconvenience. Please contact us immediately with photos of the issue, and we will resolve it for you as quickly as possible.