Frequently Asked Questions - FAQ
About Our Products
Are your products made from genuine natural fur?
Yes. ElLuNa specializes in genuine natural fur pieces, carefully selected and crafted with attention to quality, detail and timeless design.
The type of fur used for each individual piece is clearly stated in its product description.
Are your products handmade?
Many of our pieces are handmade or carefully finished by skilled craftspeople in Greece, with an emphasis on craftsmanship, quality and attention to detail.
Is every piece unique?
Yes. Natural fur has its own individual characteristics, including variations in colour, texture, pattern and density.
These natural variations are part of the beauty and authenticity of each piece and mean that no two garments are exactly alike.
Can the colour or texture vary slightly from the photos?
Yes. Natural materials can have subtle variations in colour, texture and appearance. Lighting and screen settings may also affect how colours appear in photographs.
Sizing & Fit
How do I choose the right size?
Each product page includes the exact measurements of the individual garment.
We recommend comparing these measurements with a similar garment that already fits you comfortably. For more information, please visit our Size Guide.
Are the measurements on the website body measurements?
No. Unless specifically stated otherwise, the measurements provided in each product description refer to the garment itself.
What if I am between two sizes?
If you are between sizes or are unsure about the fit, please contact us before placing your order.
We can provide additional measurements and help you determine whether the piece will be suitable for you.
Can I request additional measurements?
Absolutely. If you need a measurement that is not included in the product description, please contact us and we will be happy to assist you.
Can a garment be altered?
Some garments may be suitable for alterations, depending on their construction and design. Please contact us before purchasing if you require a specific alteration so we can advise you accordingly.
Orders
How can I place an order?
You can place your order directly through our online store by selecting the item you wish to purchase and completing the checkout process.
Can I ask questions about a product before ordering?
Of course. If you would like additional photographs, measurements or information about a particular piece, please contact us before placing your order.
We are always happy to provide personal assistance.
Are the products shown online available immediately?
Availability varies by product. Each product page indicates whether the item is currently available.
For unique or one-of-a-kind pieces, availability is subject to prior sale.
Shipping
Where do you ship?
We ship internationally.
Shipping options and estimated delivery times are displayed during checkout, depending on the destination.
How long does delivery take?
Delivery times vary depending on the destination, shipping method and circumstances beyond our control.
Once your order has been dispatched, you will receive the available tracking information so you can follow its progress.
Will I receive a tracking number?
Where tracking is available for the selected shipping method, tracking information will be provided after dispatch.
Are customs duties or import taxes included?
Yes. For all international orders, customs duties and import taxes are included in the price you pay at checkout. There are no additional charges upon delivery — what you see is what you pay.
Can shipping be delayed?
Although we always do our best to ensure timely delivery, delays may occasionally occur due to weather conditions, customs procedures, carrier delays or other circumstances beyond our control.
Returns & Exchanges
Can I return an item?
Returns are accepted in accordance with our Return & Refund Policy.
Please review our full policy before making a purchase, as certain items or circumstances may be subject to specific conditions.
How do I request a return?
Please contact us as soon as possible after receiving your order and provide your order details and the reason for your return.
We will then guide you through the return process.
Who pays for return shipping?
Return shipping costs are generally the responsibility of the customer unless the item received is incorrect, damaged or otherwise covered by our Return & Refund Policy.
Please refer to our full Return & Refund Policy for details.
Are all products eligible for return?
Not necessarily. Certain products, custom-made items or items that have been altered may be subject to different return conditions.
Please check our Return & Refund Policy or contact us before purchasing if you have any questions.
Care & Storage
How should I care for my natural fur garment?
Natural fur requires appropriate care to maintain its appearance and condition.
Keep your garment away from prolonged heat, direct sunlight and excessive moisture. Avoid storing it in plastic or other non-breathable packaging.
For professional cleaning or specialised care, we recommend using a professional furrier or specialist experienced in handling natural fur.
What should I do if my fur gets wet?
If your garment becomes wet, allow it to dry naturally in a cool, well-ventilated area.
Keep it away from radiators, hairdryers, heaters and other direct sources of heat.
Do not attempt to wash or dry-clean natural fur yourself.
How should I store my fur?
Store your garment in a cool, dry and well-ventilated place, preferably on a suitable broad-shouldered hanger.
Avoid overcrowding the wardrobe, as fur needs space to breathe and maintain its shape.
Still Have Questions?
We are here to help.
If you cannot find the answer you are looking for, you can reach us through any of the following:
- Our Contact page
- Our social media channels
- Live chat - available directly on our website, where a member of our team will be happy to assist you personally
ElLuNa - Elegant. Luxury. Natural.
We are always happy to assist you personally.