FAQ
Answers to the most common questions about LUNA – Online Pet Shop: delivery, shipping costs, returns, payment and contact.
Where is LUNA located?
LUNA – Online Pet Shop is an online shop from Berlin, Germany. LUNA is run by AUST & VOGG, owner Vakhtang Aliokhin, Jülicher Straße 6A, 13357 Berlin, Germany. We sell online only; there is no physical store and no pick-up.
Where do you deliver?
We deliver to Germany, most EU countries, Switzerland, the United Kingdom and the USA. We deliver every product to Germany. Not every product can go to every other country, because many items ship directly from the brand or a partner warehouse. At checkout, before you order, you see if an item can be delivered to your country and what shipping costs.
How long does delivery take?
Usually 3–21 business days. Some brand products show a shorter time, e.g. 1–3 business days. If a product shows a different delivery time, that time applies.
How much does shipping cost?
It depends on who ships the product. Products marked "free shipping" have no shipping cost. Brand products use the brand's shipping price, usually €2.90–7.99 within Germany. You always see the exact amount at checkout before you order. All prices include VAT.
Why does my order arrive in several parcels?
Our products ship from different warehouses or directly from the brands. So one order can arrive in several parcels and on different days. If you order from several brands, shipping is charged per brand. You see the total at checkout.
Can I track my order?
Yes, if the carrier offers tracking. You get the link by e-mail after dispatch, or you find it in your order. It can take a little time before the link works.
Will I pay customs or import tax?
Not within the EU. For deliveries outside the EU, e.g. to Switzerland, the UK or the USA, customs duties, import taxes or fees may apply. If they are not charged at checkout, you pay them on delivery.
Can I return my order?
Yes, within 14 days of receipt. Request your return in your customer account or by e-mail to hello@luna-pet.shop. We then e-mail you exactly what to do and where the parcel goes – for partner brands, the return label comes directly from the brand. Please do not send anything to our business address without asking us. Your statutory EU right of withdrawal is not affected.
Who pays for the return?
If you simply changed your mind, you pay the return shipping. If a product is damaged, faulty or wrong, we pay.
Can I change or cancel my order?
E-mail hello@luna-pet.shop as soon as possible. If the order has not shipped yet, we try to change or cancel it. If it is already on its way, you can return it after delivery.
Which payment methods do you accept?
You can pay by card (Visa, Mastercard, American Express, Maestro), PayPal, Apple Pay, Google Pay and Shop Pay. Depending on your country, Klarna and local methods such as EPS, Bancontact, MB WAY, MobilePay or Satispay are also available. You see the methods available to you at checkout.
My parcel is damaged or missing. What now?
E-mail hello@luna-pet.shop with your order number and, if possible, photos of the product and packaging. We sort it out with the carrier or supplier and find a solution.
Which animals does LUNA have products for?
Dogs, cats, birds and horses: for example food and treats, supplements, toys, beds, cat trees, automatic feeders and travel gear.
How do I contact customer service?
By e-mail at hello@luna-pet.shop, by phone at +49 178 384 7935, or with the form on our contact page.
