F A Q s
How long can I expect for the production of my order?
We start processing orders as soon as we get them with a 3-5 business day processing time. That allows us time to organize the large amount of orders we receive (thank you!). We ship Priority via USPS which usually takes between 2-5 days to arrive at your doorstep after shipping.
For products that are not handmade by Teluna (ceramic vases), we work with suppliers around the world to source high quality hand made products. Our suppliers typically ship orders within 1-5 days of receiving an order. From that point, it takes 10-25 days for items to arrive. As soon as your product ships, you'll receive a tracking number that will let you keep tabs of where your order is at all times.
Please note, orders can be delayed due to holidays and inclement weather.
Why did I receive my pillow before my print/card?
All Teluna products are packaged and shipped as soon as they're ready to ensure fastest shipping. Please allow a couple days in-between receiving orders before contacting us.
How can I track my order?
As soon as your order is shipped, depending on shipping method selected, 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 email@example.com right away and we’ll do our best to make the change before your order is sent out.
We hope you love our products as much as we do but we understand there can be hiccups. We'll do our absolute best to work with you to resolve any issues.
What is your return/exchange policy?
All sales are final with the exception of returns due to damage or wrong item shipped. Claims for missing items or items damaged in transit must be received within 72 hours of receipt of merchandise. The items will be exchanged and/or a replacement sent. Photographs of damage will be required for a refund.
Initial shipping charge will not be refunded. If at any time there is a problem or you are unsatisfied with your purchase, please reach out and we will work with you to resolve the issue. Our main goal is to make sure you're happy with your products and to brighten your surroundings.
What if I think my product is faulty?
If you believe your product is faulty you may choose a refund or exchange. We will require satisfactory proof of purchase and a photo must be provided to the Teluna team to asses the issue. Please send to firstname.lastname@example.org.
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.
Do you offer a discount for interior designers?
We sure do! Please visit our Teluna Trade Program page for more information on how to get set up. If you'd like to use Teluna products in a photoshoot or interior staging please email [Your Company Name] + [Photoshoot/Staging] to firstname.lastname@example.org
I'm interested in collaborating with Teluna. Who can I talk to?
Email Diana at email@example.com with the subject [Your Brand] + [Teluna Collaboration]. We are always excited to make new friends and create new designs and products together!
We sell Pillow Covers Only! We do not offer purchase of down/feather inserts at this time.
What size insert will fit my new pillow cover?
We suggest inserts that are about 2" larger than your pillow cover. We recommend Down/Feather Pillow Inserts to make your pillow look its best.
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 should I wash my pillow or clutch?
Remove pillow insert, spot treat and wash on warm/cold setting. Let air dry. For clutches, remove leather wristlet strap, spot treat and wash on warm/cold setting. Let air dry.
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.