FAQ

How quickly do you respond to inquiries?

We strive to respond to all messages and emails in the order they are received within 24 hours.

Can I change the delivery address after I have placed the order?

• We cannot change the delivery address after the order has been shipped.
• If you wish to change the delivery address, please contact us at contact@clauna.co.uk within 12 hours of placing your order with your name and order number.
• We will do our best to update the address, but we cannot guarantee changes once the order has begun processing.

How long is the processing time?

• All orders are typically processed and prepared within 1–2 business days (Monday – Friday).
• Orders placed before the cutoff time of 19:00 GMT are processed the next working day.

General information about delivery

• Our fulfillment operations run Monday through Friday, excluding public holidays.
• Once your order has been processed, delivery via Royal Mail (or other reliable local shipping partners) usually takes 7–10 business days (Monday - Friday).
• The total delivery time from the date of order is typically 8–12 business days (Monday - Friday).

I have received a damaged item – what do I do?

• We apologize if your order did not arrive in perfect condition; Clauna assumes responsibility for items damaged during shipping.
• Please contact us at contact@clauna.co.uk as soon as possible with your name, order number, and a picture of the item.
• Please keep all original packaging and damaged goods until your complaint has been fully processed.

How can I track my order?

• Once your order has been shipped, you will receive an email with a tracking number, usually within 24–48 hours of dispatch.
• You can use this number to track your package's progress as it makes its way to you.

Which shipping company do you use?

We primarily work with Royal Mail and other reliable local shipping partners for all deliveries across the United Kingdom.

Can I return my product?

• Yes, you have 30 days from the day you receive your order to initiate a return.
• To start the process, contact us at contact@clauna.co.uk with your order number.
• For your convenience, a prepaid return shipping label is included in your original package. If you have misplaced it, our team will provide a replacement via email for free.

Who pays for return shipping?

• For all returns (including Change of Mind): There is no cost to the customer.
• We offer 100% free returns for all orders. A prepaid return shipping label is included in your original package for your convenience at no additional charge.

What are the requirements for the condition of the item when returning?

• All goods must be returned in unused, original condition.
• The items must be in their original packaging including all accessories, labels, and documents.

How long does a refund take?

Once we receive and inspect your return, approved refunds are processed back to your original payment method within 7 business days.

Still have questions?