Frequently Asked Questions – Answered!
When will I receive my order?
Once your order has been processed and shipped, you can track the status of your delivery via our tracking page:
https://studioalua.com/pages/shipping-policy
Please note that it may take up to 24 hours for the tracking information to become visible, as the carrier needs time to register the package in their system.
Is the tracking link still not working after 24 hours?
Feel free to contact our customer service with your name and order number, and we’ll be happy to assist you further.
Do you ship internationally?
Yes, we do! We offer worldwide shipping options through various reliable courier services.
For more information, please visit our website:
https://studioalua.com/pages/shipping-policy
I love my order! But can I exchange it?
That’s great to hear—you’re enjoying your StudioAlua order! We completely understand that sometimes an item may not be exactly what you expected.
You can always exchange your purchase in accordance with our 30-day return policy.
You may return your item(s) as long as they:
- Are completely new and unused
- Are still in their original packaging
- Are returned within 30 days of receiving your order
Would you like to request an exchange, refund, or store credit?
You can easily start your return via our return page:
https://studioalua.com/pages/return-refund-policy
Do you have any questions about arranging an exchange?
Feel free to contact our customer service:
📧 support@ladyofthemoon.be
📞 +32460247348
We’re happy to help!
How accurate are the product photos on the website?
We do our utmost to display the colors of our products on StudioAlua as accurately as possible.
However, online shopping can sometimes be tricky, as colors may appear differently on various screens. Factors such as screen settings, brightness, resolution, and lighting can cause slight variations compared to real life.
Our product photos are taken in a professional studio with controlled lighting. As a result, colors may sometimes look slightly different in natural daylight.
Photos showing the item worn by a model in an everyday setting usually give the best representation of how the color looks in real life.
Are you unsure about a specific color or would you like to see additional photos? Feel free to contact us—we’re happy to help!
What is your return and exchange policy?
We hope you are happy with your purchase from StudioAlua. If your order isn’t quite what you expected, you can return it within 30 days of delivery.
For full details and step-by-step instructions on returns or exchanges, please visit our return policy page:
https://studioalua.com/pages/return-refund-policy
Important conditions:
- Items must be returned in new, unused, and saleable condition
- Returns must be requested and shipped back within 30 days of delivery
- To receive a full refund, the entire order must be returned (including any free items or accessories)
- Return shipping costs are the responsibility of the customer
- Personalized products cannot be returned
Do you have questions about a return or exchange? Feel free to contact our customer service—we’re happy to help!
How do I care for my StudioAlua order?
Taking proper care of your clothing helps maintain its quality, shape, and color over time.
General Care
- Always check the care label on your garment before washing
- Wash similar colors together to prevent color transfer
- Turn garments inside out before washing to protect the fabric
Washing
- Wash on a gentle cycle with cold or lukewarm water
- Use a mild detergent to preserve fabric quality
- Avoid bleach or harsh chemicals, as they can damage fibers and fade colors
Drying
- Air drying is recommended to maintain the shape and longevity of your clothing
- Avoid using high heat in dryers, as it may shrink or damage fabrics
- Lay delicate items flat to dry to prevent stretching
Ironing & Steaming
- Use a low to medium heat setting depending on the fabric
- Steam is a great alternative to remove wrinkles without direct heat
- For delicate fabrics, iron inside out or use a protective cloth
Storage
- Store clothing in a cool, dry place
- Avoid direct sunlight to prevent fading
- Hang items that wrinkle easily, and fold knitwear to maintain shape
With the right care, your StudioAlua pieces will stay beautiful and last longer. If you’re unsure about how to care for a specific item, feel free to contact us—we’re happy to help!
I haven't received a confirmation email, but my order was placed more than 24 hours ago. What should I do?
Sometimes a confirmation email may end up in your spam, junk, or promotions folder. Please check these folders first.
Still can’t find the email? No problem—please contact our customer service so we can locate your order.
In your message, include your full name and the delivery address used for the order.
📧 support@ladyofthemoon.be
📞 +32460247348