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 HEADBAND/PILLOW BEFORE MY WALLPAPER/PRINT?
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 MUCH OF MY PURCHASE GOES BACK?
Every purchase from Teluna, we will give 5% back to the corresponding charity. Teluna is dedicated to creating design to bring people together over a common cause. So just by decorating your home you're doing something great for the people and world around you. Updates will be posted regularly on what your money is currently going towards and how you're helping!
HOW SHOULD I WASH MY TELUNA PILLOW/HEAD BAND?
To keep your head bands in their best shape, wash on a cold cycle and hang to dry or machine dry (cooler temperature is better). Pillow covers should be dry cleaned.
I'M INTERESTED IN COLLABORATING WITH TELUNA. WHO CAN I TALK TO?
Shoot us a quick email at email@example.com. We are always excited to make new friends and create new things together! We will let everyone know as soon as our Featured Artist program launches.
S H I P P I N G & H A N D L I N G
Shipping times // Art Prints, Pillows & Head Bands: We are committed to getting your order to you as soon as possible, and as soon as your order comes through, we go straight to work! Every product is made to order, so please allow 3-4 days for assembly and to pack it up with lots of love. (We typically ship on Mondays & Wednesdays). You'll be notified via email with a shipping notice and tracking #. Orders are shipped via USPS.
Depending on your location, your order will likely arrive 7-10 days after it ships, or 12-15 days after you place the order. It could be sooner, so don't worry! International orders can take 25-30 days to arrive, depending on shipping and customs processes. Thank you so much for your patience while we create something beautiful for you!
Shipping times // Wallpaper: Seriously how fun is wallpaper! With each product made to order, including design, length, and quantity, our wallpaper assembly and shipping time will likely arrive 9-12 days after you place the order. Sooner depending on length, quantity and day you ordered. (We ship out orders twice a week. If you happen to purchase on one of those days it will not be shipped out until the next pick up time.)
International Shipping: We currently only offer shipping to the United States, Canada and Australia.
Handling: We take pride in carefully packaging each order with love and care. Once the package leaves our shop, we are unable to control how it is handled by the post office and sometimes accidents do happen. If you received an item that is damaged or lost in the mail, please notify us as soon as possible (any photos and extra info would be greatly helpful). We're more than happy to replace the product, but you will be responsible for shipping costs. At Teluna we triple check each order before it leaves our shop, but if you receive something that is less than perfect on our end (the wrong print, for example, or a flaw in the fabric/sewing), we'll happily send you a new one at no cost. Your happiness is our highest priority.
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, we imply that 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.