F A Q s
HOW LONG CAN I EXPECT FOR THE PRODUCTION OF MY ORDER?
All Teluna products are made to order by hand in the sequence upon which they are received. It generally takes 3-4 days for the production of your beautiful and custom order.
WHY DID I RECEIVE MY PILLOW BEFORE MY PRINT/CARD?
All Teluna products are packaged separately to ensure the best quality during shipping. Please allow a couple days in-between receiving orders before contacting us.
WHAT SHIPPING METHOD DO YOU USE?
We use the United States Postal Service (USPS) First Class Mail, which usually takes between 3-5 days to arrive at your doorstep after shipping.
WHAT IS YOUR RETURN/EXCHANGE POLICY?
All sales are final with the exception of returns due to damage, defective product, or wrong item shipped. Claims for missing items or items damaged in transit must be received within 48 hours of receipt of merchandise. The items will be exchanged and/or a replacement sent. Shipping will not be charged for exchanged items as a result of damage, defective product or wrong item shipped. If at any time there is a problem or you are unhappy with your purchase, we will work with you to resolve the issue. Our goal is to make every customer happy and your satisfaction is extremely important to us.
I FORGOT TO ENTER MY COUPON CODE. WHAT SHOULD I DO?
Oh no! If you missed entering a coupon code at checkout, we are so sorry but we are not able to go back and issue the discount once the order has been placed.
HOW CAN I TRACK MY TELUNA ORDER?
As soon as your order is shipped, you will receive a shipping confirmation email with a United States Postal Service tracking number attached. Please allow 24-48 hours for the United States Postal Service to update your tracking information.
I MADE A MISTAKE WHEN ORDERING AND/OR ENTERING MY SHIPPING AND BILLING INFORMATION. PLEASE HELP?
Please email firstname.lastname@example.org right away and we’ll try to make the change before your order is sent out!
HOW SHOULD I WASH MY TELUNA PILLOW or CLUTCH?
Remove pillow insert, spot treat and wash on warm/cold setting, preferably hand wash. For clutches, remove leather wristlet strap, spot treat and wash on warm/cold setting, preferably hand wash.
I'M INTERESTED IN ORDERING WHOLESALE FOR MY SHOP. HOW DO I PLACE A WHOLESALE ORDER?
Email us at email@example.com. We're always looking for new shops to work with and new areas to introduce Teluna products into. If you already know what you'd like to order please include that and your shops information in the email.
I'M INTERESTED IN COLLABORATING WITH TELUNA. WHO CAN I TALK TO?
Email us at firstname.lastname@example.org. We are always excited to make new friends and create new designs and products together!
P R I V A C Y P O L I C I E S
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. With your permission, we may send you emails about our store, new products and other updates.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall. If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Credit card and order data is encrypted and secure. Teluna's shop is Level 1 PCI* compliant and uses 128 bit SSL** certificates to keep order details secure.
*The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.
**Secure Sockets Layer encrypts your order information and sends it to a secure server, making it impossible for that information to be decoded by a party outside of our store.
Consent: When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no. We respect your privacy and will never sell or share your information with outside companies or third parties.