Frequently asked questions
Welcome to Mare di Luna’s FAQ page! Here you’ll find answers to the most common questions about our cases, ordering process, shipping, and customer support. If you have additional questions, feel free to contact us at info@marediluna.eu or via the contact form on our website.
About Us & Our Products
What makes Mare di Luna cases so special?
At Mare di Luna, we believe phone cases should be more than just protective—they should reflect your individuality. Our cases combine premium protection with vibrant, no-fade prints and a sleek glossy finish. All our cases are crafted to complement your style while safeguarding your device.
Where are your phone cases made?
Our phone cases are designed in Europe and manufactured in Italy, England, Australia and the U.S. (depending on your location). Ensuring top-quality craftmanship and attention to detail, whilst getting your case to you as soon as possible.
What materials are your phone cases made from?
Mare di Luna cases are made from high-quality, durable materials, designed to protect your phone without adding bulk. Our cases are ultra-thin with a glossy finish and vibrant designs that won't fade over time. Dual-layer construction with a tough outer shell and shock-absorbing silicone interior for maximum durability.
Are your phone cases compatible with wireless charging?
All of our cases, including for AirPods and AirPod Max, allow seamless wireless charging and accessory use.
Is the camera well protected by your cases?
Yes! All Mare di Luna cases feature elevated bezels around the camera to prevent it from touching surfaces when laid flat. This ensures added protection for your camera lens.
How protective are your cases?
Our cases offer superior protection with dual-layer designs, combining a hard-shell exterior with a soft silicone interior for excellent shock absorption. Raised bezels protect the screen and camera.
Will the design on my phone case fade?
No! Our cases use advanced printing techniques to ensure vibrant, no-fade prints that stay fresh even with daily use.
Do you offer gift cards?
Yes! Just search "giftcard" on our website to choose your preferred amount. Gift cards are sent electronically and can be used at checkout for any item on our store.
Do you offer warranty on your products?
We stand behind the quality of our products and aim to resolve any concerns promptly. Our warranty covers manufacturing defects and workmanship issues. If you experience a problem, please contact us.
Ordering & Customer Support
How can I contact customer support?
You can reach us at info@marediluna.eu or via the contact form on our website. We’re happy to help with any questions or concerns!
What is the response time of your customer service?
We always aim to reply within 48 hours. If you haven’t heard from us, feel free to follow up—your message may have ended up in our spam folder.
Can I cancel or change my order?
Due to our fast processing system, orders are usually prepared for shipment within a few hours. If you made a mistake, contact us immediately and we’ll do our best to help.
How do I redeem my gift card or voucher?
At checkout, enter your code in the designated field and click "Apply". The total will adjust accordingly. If you encounter any issues, contact our team for help.
What if I haven't received an order confirmation?
Order confirmations are sent automatically to the email provided at checkout. If you haven’t received it, check your spam/junk folder. If it’s still missing, contact us—it’s possible no email was provided during checkout, and we’ll resend it for you.
What if I received the wrong or damaged product?
We’re really sorry to hear that! While we perform quality checks before shipping, sometimes things can slip through. If you receive a damaged or incorrect product, please contact us within 48 hours of delivery and we’ll fix it for you as soon as possible.
How do I get free cases?
By adding 3 cases of any kind to your cart, an automatic offer code will be applied to make your cheapest case completely free!
Shipping & Tracking
How long does shipping take?
Once your order is placed, it’s usually shipped within 24–48 hours. Delivery estimates:
- European Union: 5-10 business days
- United Kingdom: 2-3 business days
- USA: 4-8 business days (Economy), 2–5 business days (Standard)
- Germany: 2-5 business days
- Australia: 3-6 business days
- Canada: 5-15 business days
- South American/Asian countries: 5-15 business day
- New Zealand: 5-10 business days
- Rest of the World: 5-30 business days
How do I track my order?
Once your order has shipped, you’ll receive an email with tracking information.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery location and selected shipping method.
Where do you ship?
We ship worldwide! If you're unsure whether we ship to your country, feel free to email us at info@marediluna.eu and we’ll confirm for you.
What if my order gets lost in transit?
If your order appears to be lost in transit, please reach out to us at info@marediluna.eu and we’ll investigate it with the courier right away. If it’s confirmed as lost, we’ll send you a replacement or process a refund right away.
My tracking says delivered, but I haven't received my package. What should I do?
- Check your mailbox and entrance area—couriers sometimes leave packages without ringing.
- Ask neighbors or building staff.
- Look for a delivery note or contact your local courier.
- Still missing? Reach out to us with your order and tracking number, and we’ll assist you further.
I entered the wrong shipping address. What can I do?
If your order hasn’t shipped yet, contact us immediately to correct it. If already shipped, we recommend contacting the courier to request an address change or redirection (if available). Always double-check your address before placing an order.
Refunds & Returns
Do you offer returns or exchanges?
Of course! We accept return/exchange requests within 14 days of delivery, provided the item is unused, unopened, and returned in its original packaging. Returns/exchanges are only accepted for items that arrive damaged or defective. Please contact us before sending any item back. Items sent back without prior approval will not be accepted.
How do I initiate a return?
Just send us an email at info@marediluna.eu within 14 days of receiving your order and we'll send you the return instructions.
Where can I find my order number for a return?
You’ll find your order number in the confirmation email. If you didn’t receive this email, contact us and we’ll be happy to assist you.
How long will it take to receive a refund?
Returns typically take a few business days to be processed after we receive the package. Refunds to your original payment method take 7–10 business days. If you prefer, we can issue a digital gift card refund which is processed faster (2–3 business days).
What if I haven't received my refund?
If it’s been over 15 business days since your refund was approved, contact us and we’ll look into it right away.
Couldn't find your answer?
If your question wasn't covered above, feel free to get in touch with our team–we'll be more than happy to assist you personally!
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