Orders & Payments

How does Feluna’s catalogue work?

Feluna uses a “catalog on demand” system: you search for the product you want, and the system finds it in real time from our certified European suppliers, showing you up-to-date availability and pricing. Products are sourced directly from our partner suppliers, ensuring fresh stock and fast fulfillment for every order.

What payment methods do you accept?

We accept payments via PayPal (credit/debit cards, PayPal account). All payments are secure and encrypted. Feluna never stores or accesses your card details.

Can I change or cancel an order?

Orders are processed quickly. Contact support@feluna.eu as soon as possible with your order number. If the order hasn’t shipped yet, we may be able to help.

I entered the wrong address. What do I do?

Contact support@feluna.eu immediately. If the order hasn’t shipped yet, we can update the address. Once shipped, it can no longer be changed.

Shipping

Which countries do you ship to?

We ship to all 27 European Union countries. We do not ship outside the EU (UK, Switzerland, USA, etc.).

How much does shipping cost?

The cost varies by country. Shipping is free above €60 across the European Union. The exact cost is shown at checkout. See also our Shipping page.

How long will my order take to arrive?

Once payment is confirmed, your order is processed within 1-3 business days. Transit then typically takes 4 to 8 business days depending on your destination country. Islands and remote areas may take longer — see our Shipping page for details.

How do I track my order?

You’ll receive an email with your tracking number as soon as your parcel ships. You can also use our Track your Order page.

Does the parcel show Feluna as the sender?

Yes. All parcels are shipped under the Feluna name for a consistent, branded delivery experience.

Returns & Refunds

Can I return a product?

Yes, within 14 days of delivery. Products must be unopened, unused, and in their original packaging. For hygiene reasons, opened cosmetics cannot be returned. Read our full returns policy.

I received a damaged product. What do I do?

Contact support@feluna.eu within 48 hours of delivery, including your order number and photos of the damage. We’ll arrange a replacement or a full refund.

Products

Are the products authentic?

Yes. All products come from a certified European wholesaler and comply with EU cosmetics regulations (EC Regulation No. 1223/2009).

A product is out of stock. When will it be back?

Availability is checked in real time. If a product is out of stock, contact support@feluna.eu and we’ll let you know as soon as it’s available again.

Are the products suitable for sensitive skin?

Our products meet European cosmetic standards, but if you have sensitive skin or specific conditions, we recommend doing a patch test or consulting a dermatologist before use.