Frequently Asked Questions

  • Where Azzaluna is located?
    We are based in Bali, Indonesia
  • How do I make changes to an order?
    Some orders are processed the same day they are received, therefore we have a 24 hours allowance to accept changes.
  • What are the shipping options?
    We offer Standard shipping (free in most countries) and Express shipping (by DHL). More info in the Shipping Policy page.
  • When will I receive my order?
    The Standard shipping is unfortunately very slow and sometimes unreliable. After the package has been shipped, it may take from 10 days to (in the worst cases) 30 days to be delivered.
    The Express shipping (by DHL) has been fast and reliable. After the package has been shipped, it may take from 5 to 10 days to be delivered. Check the estimated shipping time in the Shipping Policy page.
  • How do I check the status of my order?

    When your order has shipped, you will receive an automated email notification. The tracking number may take up to 48 hours to be uploaded due to the delay in the system update. The tracking number will show the shipping/delivery status.
    What are the import taxes I have to pay?
    Unfortunately we are not able to tell what the import taxes applied in your country are. The buyer is responsible to know the import regulations in their own country and pay any import taxes that may be applied from your government.
    What do I do if I receive a damaged/broken item?
    You must report the damage to your local carrier office (post office or local DHL office, depending on how your order was shipped) and provide us with a copy of the damage-claim-request form.
    How do I make a return?
    We apply the same standard return policy used by the most known marketing platforms (Es. Etsy, eBay, etc.). The buyer will cover all the expenses for the repackaging and shipping cost. More info in the Refund And Return Policy page.
    What would I do if I never received my order?
    Please see our Shipping Policy page (section “Late delivery or no delivery) page that provides detailed info.
    How do I contact Azzaluna?
    You can reach us at any time using the contact page.