Hilfe & Kontakt
Order and Pay
Everything about orders
Ordering from us is very easy:
Select your favorite items
Choose your products in the desired color and size and add them to the shopping cart.
Complete the checkout
Go through the individual steps of the checkout and enter your information.
Receive confirmation
After completion, you will automatically receive an order confirmation with all details by email. Please make sure which email address you use to order – we will also send your shipping confirmation to this address.
Important to know: Once your order is being processed in our logistics center, unfortunately, we can no longer change or cancel it.
If you are unsure or have questions, feel free to contact us anytime at support@leslunes.de – we will look together at what is possible.
Feeling tempted? Shop now and discover your favorite pieces
- Klarna (Invoice & Installment Payment)
Your payment term starts only with the shipping confirmation.
You then have 14 days to settle the invoice.
If you register a return, your payment term with Klarna will be paused until we have processed the return.
After confirmation, the payment term will be lifted and you will receive a separate email from Klarna.
- PayPal, Credit Card, Instant Transfer
The amount will be charged directly at checkout.
Tip: If you are unsure or have questions about your payment method, feel free to contact our Support Team at any time.
You can conveniently choose from various payment methods with us:
- Klarna (not available in France)
Purchase on account
Installment payment
Instant bank transfer
- Credit card
Visa, Mastercard, American Express
- PayPal
Tip: All available payment methods will also be shown to you in the checkout before you complete your order.
Possible reasons why a payment method is not available
- Delivery and billing addresses do not match. If you want to have your order delivered to a DHL Packstation, this can also, in rare cases, exclude payment by invoice.
- The combination of name and address could not be found. This can happen due to typos, moves, marriage, or changes in municipality.
- There is still an outstanding amount for another order – which sometimes simply means that a transfer has not yet been credited to our account or a return has not yet been processed.
- Like other platforms and shops, we use independent credit agencies to help assess your creditworthiness. Their data can sometimes result in you not being able to pay by invoice for your order.
- For pre-orders, payment by invoice unfortunately cannot be offered due to deadlines.
- For our Swiss customers, we unfortunately cannot offer Klarna as a payment method.
- Check if there are any outstanding orders and settle them. If the entries of your delivery and billing address do not match, you can adjust them before completing the order.
- Please understand that our customer service has no way to enable a payment method for you if it is not offered to you.
- Our service staff also cannot see why you cannot order with your preferred payment method. Here, too, the protection of your data takes priority for us.
- We check with every order which payment methods we can offer. So it may be that your payment method is available again with your next order.
- If not all payment methods are offered to you at any time, all our other services and benefits are still available to you.
Redeem discount code
Add your desired items to the shopping cart.
At checkout, you will find the field “Discount code” – enter your code here.
Please pay close attention to the spelling (uppercase/lowercase, special characters).
If your code does not work:
First, check if it is still valid.
If it still is not accepted, feel free to contact us via our contact form or write to us directly at support@leslunes.de. We will help you immediately.
Common reasons why a code does not work:
- The code has already been used.
- It cannot be combined with other promotions or sale items.
- Your shopping cart does not meet the requirements (e.g., minimum order value).
- The code’s validity period has expired.
Receive a free gift
Sometimes we give you a free gift with your order.
Requirement: Your order value reaches the specified minimum amount (after applying the discount code).
If you return something and fall below this amount, you must also return the free gift.
Tip: If anything is unclear, just contact us – we will work together to ensure you receive your gift or discount safely.
You have several options to track the current status of your order:
Shipping confirmation by email
As soon as your package is on its way, you will automatically receive a shipping confirmation with a tracking link.
Your customer account
In your Les Lunes customer account, you can always find an overview of all your orders. There you can see whether your order has already been shipped or is still being processed.
If you do not have an account yet, you can create one for free at any time – even afterwards.
Tip: If you are unsure or your tracking link does not work, just contact us at support@leslunes.de. We will gladly check the status for you.
Basically, you can inform us of any change requests to your order as long as it is not yet being processed.
We can't promise anything here, as many steps are automated on our end – but we will do our best to accommodate your wishes.
Here's how to proceed:
Open our contact form and select the reason “Change order”.
Let us know your change requests.
If the change is still possible, you will receive a confirmation from us by email.
If your order is already being shipped, unfortunately we can no longer make changes – but of course, you can easily return or exchange the items after receipt.
And if you're unsure: Just write to us directly at support@leslunes.de. We'll look together at what is possible.
We currently do not deliver to Switzerland – but we are working on expanding our shipping options in the future.
If you have any questions: Feel free to write to us anytime at support@leslunes.de – we are happy to assist you.
Problems with the order
If you do not want to accept your package, you have two options:
Directly at delivery:
Simply tell the DHL courier that you refuse to accept it.
Digitally via tracking:
As soon as you have your DHL tracking code, you can refuse acceptance digitally by entering your postal code in the tracking. DHL will then not deliver and will send the package directly back to us.
As soon as the package arrives with us, we will automatically refund the amount to your original payment method.
You don’t need to do anything else – we will take care of the rest.
When a package is returned to us, it is usually for one of these reasons:
- the acceptance was refused,
- the package was not picked up from the branch in time,
- or the address could not be found.
Here is how it works:
As soon as the package arrives back with us, we will inform you by email.
Your money will be automatically refunded via the originally chosen payment method.
If you still want the order, please contact us at support@leslunes.de - we will take care of reshipping your order.
We are sorry if your order arrives incomplete. Of course, we will make sure you receive your missing item quickly.
Here’s what to do:
Please first check your shipping confirmation – sometimes we ship orders in partial deliveries.
If the item is really missing, please take a photo of the package contents and shipping label.
Contact us within a maximum of 5 days via the contact form (reason: “Complaint”) or directly by email at support@leslunes.de.
We will immediately check the matter with our logistics partner and ensure that the missing item is sent to you as soon as possible.
Good to know: If your package was damaged by DHL, you can find more information in the article “My package is damaged – what should I do?”.
Please don’t hesitate to contact us immediately – we want you to receive your order complete and worry-free.
We are sorry if you were sent the wrong item – that should of course not happen.
Here’s what to do:
Please take a photo of the wrong item.
Contact our support at support@leslunes.de and send us the photo directly.
We will send you a return label and make sure you receive the correct item as quickly as possible.
We want you to have your favorite piece in your hands as easily as possible.
We know how frustrating it is when a package is delayed.
Here's what to do:
Please first check your shipping confirmation – there you will find the DHL tracking link.
Sometimes DHL takes a few hours to update the tracking information.
If nothing changes after a few days, please contact us at support@leslunes.de. We will then initiate an inquiry with DHL.
Don't worry: We won't leave you hanging and will make sure you receive your order.
We are sorry if your package arrives in less than perfect condition. Of course, we will make sure you receive your order without any problems.
1. Refuse acceptance
If the package is visibly damaged upon delivery, you can refuse to accept it directly from the DHL driver. Please inform us briefly by email at support@leslunes.de so that we can arrange everything else for you.
2. Package accepted but damaged
If you have already accepted the package, the following applies:
- The DHL courier should note the damage in the system.
- If items are missing, you must file a complaint directly with DHL within 7 days.
- Please also write to us at support@leslunes.de. We will then send you a form so that we can replace the missing items as quickly as possible.
And if you are unsure: Feel free to contact our support team directly at any time. We will help you immediately and find the best solution for you.
Delivery and Shipping
Everything about shipping
Yes – we ship to many countries within and outside the EU.
EU countries: Shipping is done with DHL, takes about 3–6 business days.
Non-EU (e.g. Norway): Shipping is done with DHL, takes about 3–7 business days.
Rest of the world: Shipping via DHL, takes about 7–14 business days.
Detailed overview of shipping costs & delivery times can be found here: “What are the shipping costs and delivery times at Les Lunes?”
Currently, we do not offer express shipping.
We ship within Germany using DHL and Hermes or the service providers listed in the shipping options.
If your order is very urgent, please contact us at support@leslunes.de – we will check together if there is a way to support you individually.
As soon as your order leaves our warehouse, you will receive a shipping confirmation by email from us.
In it, you will find the tracking link from DHL/Hermes – so you can see at any time where your package currently is.
How it works:
Open the shipping confirmation in your inbox.
Click on the tracking link – you will be taken directly to the DHL or Hermes shipment tracking.
There you can see all the current steps until delivery.
Tip: With the free DHL app, you can track your shipment even more easily, activate notifications, and set delivery options (e.g., neighbor, parcel locker).
Good to know: It may take a few hours after receiving the shipping confirmation for your package to be visible in DHL (Hermes) tracking.
If the link does not work or you have not received a confirmation, please contact us at support@leslunes.de – we will help you immediately.
Shipping Providers
Germany: We ship with DHL and Hermes.
Austria, France, and other countries: Shipping with DHL.
Packstations (Germany only)
You can also have your order delivered to a DHL Packstation.
Important for correct address entry:
Street & House Number = Packstation number
Address addition = your post number (DHL customer number)
If this information is missing, your package will automatically be returned to us.
Good to know: If you are unsure whether your address is entered correctly, feel free to contact us: support@leslunes.de.
Delivery Times
We inform you about the expected delivery time of your order in the order overview as well as in your order confirmation by email - however, this time may vary depending on the selected items and the shipping method.
As soon as your package is on its way, you will receive a shipping confirmation with a tracking link.
If it takes longer at times, we will of course inform you by email.
Why can it sometimes take longer?
At Les Lunes, we want to produce responsibly and sustainably.
We do not produce in mass but orient ourselves to real demand.
Some styles are made in smaller quantities or even handcrafted.
As a result, there may be slightly longer delivery times in individual cases – but you will receive a piece that was created with care and conscious use of resources.
What this means for you: Less overproduction, no destruction of goods – and fashion that can be worn with a good feeling.
And if you feel that your order is taking too long to arrive, please do not hesitate to contact us: support@leslunes.de. We will check the status for you immediately.
Shipping costs and delivery times per country
Here you will find an overview of our current shipping costs, thresholds for free shipping, and the expected delivery times:
Region/Country: Germany
Carrier: DHL / Hermes
Shipping costs: €5.90 / €4.90
Free from: €99
Delivery time*: approx. 2–3 business days
*Delivery times may vary slightly depending on the item and season.
As soon as your package is on its way, you will receive a shipping confirmation with a tracking link.
If it seems to take too long, please do not hesitate to contact us: support@leslunes.de.
Here you will find an overview of our current shipping costs, thresholds for free shipping, and the expected delivery times:
Region/Country: Austria, Belgium, Netherlands, Luxembourg
Carrier: DHL
Shipping costs: €6.90
Free from: €99
Delivery time*: approx. 3–5 business days
*Delivery times may vary slightly depending on the item and season.
As soon as your package is on its way, you will receive a shipping confirmation with a tracking link.
If it seems to take too long, please do not hesitate to contact us: support@leslunes.de.
Here you will find an overview of our current shipping costs, thresholds for free shipping, and the expected delivery times:
Region/Country: France, Italy, Spain
Carrier: DHL
Shipping costs: €9.90
Free from: €99
Delivery time*: approx. 3–5 business days
*Delivery times may vary slightly depending on the item and season.
As soon as your package is on its way, you will receive a shipping confirmation with a tracking link.
If it seems to take too long, please do not hesitate to contact us: support@leslunes.de.
Here you will find an overview of our current shipping costs, thresholds for free shipping, and the expected delivery times:
Region/Country: Poland, Norway, Denmark, Sweden, Greece, Iceland, Hungary, Liechtenstein, Croatia, Estonia
Carrier: DHL
Shipping costs: €15.90
Free from: €159
Delivery time*: approx. 3–5 business days
*Delivery times may vary slightly depending on the item and season.
As soon as your package is on its way, you will receive a shipping confirmation with a tracking link.
If it seems to take too long, please do not hesitate to contact us: support@leslunes.de.
Here you will find an overview of our current shipping costs, thresholds for free shipping, and the expected delivery times:
Region/Country: Rest of the world
Carrier: DHL
Shipping costs: €39.90
Free from: -
Delivery time*: approx. 7–14 business days
*Delivery times may vary slightly depending on the item and season.
As soon as your package is on its way, you will receive a shipping confirmation with a tracking link.
If it seems to take too long, please do not hesitate to contact us: support@leslunes.de.
Problems with shipping
Basically, you can change your delivery address – as long as your order has not yet been processed.
Here’s how it works:
- Contact us via the contact form and select “Change order.”
- Provide us with the new address.
- If the change is still possible, you will receive a confirmation by email.
Please understand: Once your package is being processed or is on the way, we can no longer adjust the address.
Sometimes there can be reasons why your delivery takes longer:
- High demand (e.g., after a launch or sale)
- Holidays or weekends
- Weather or transport conditions at DHL
- Sustainable production in small batches
Please understand that sometimes we need a little more time because we do not overproduce – in return, you receive a consciously crafted piece.
If you feel it is taking too long, please contact us: support@leslunes.de. We will immediately check the status of your order.
Don't worry – if you're not home, DHL ensures your package still reaches you.
This usually happens:
Notification card: The DHL courier leaves a card with all the information.
Neighbor: Your package can also be left with a neighbor.
Branch or parcel locker: If no one is available, your package goes to the nearest DHL branch or parcel locker. You can pick it up there within 7 business days.
Delivery options: Through the tracking link or the DHL app, you can often arrange a redelivery or specify a preferred location.
Good to know: When you see your shipment in DHL tracking, you can easily adjust your delivery options there using your postal code.
If you can't find your shipment or have trouble picking it up, please contact us anytime at: support@leslunes.de.
Return
Everything about returns
Of course, you can easily return items that don't fit or that you don't like.
What you should keep in mind for returns:
The return must be made within 14 days of receipt.
The item should be unworn and unwashed.
It must not have any damage caused by you.
Please make sure that it is free from dirt or stains (e.g., makeup, hair, dust, liquids).
Return costs:
For returns from Germany and Austria, we cover most of the costs.
Your share: €4.90 per return.
The amount will be automatically deducted from the refund after processing.
How it works:
- Go to our returns portal.
- Create your personal return label.
- Take your package to the drop-off point and keep the receipt until we have confirmed your return.
As soon as your return has arrived and been checked, we will automatically refund your money (minus the return costs) to the original payment method.
As soon as your return arrives at our logistics center and has been inspected, we will automatically refund the amount to the originally chosen payment method.
Here’s how it works:
Your return arrives with us and is processed by our team.
The refund amount will be credited via the same payment method you used for the purchase.
You will receive a separate confirmation by email with all the details.
How long does it take?
We want to process your return as quickly as possible.
Typical time frame:
The delivery of your return to our logistics center takes 3–5 business days depending on DHL.
Once your package has arrived, the inspection and processing of your return usually takes another 3–5 business days.
Due to DHL procedures, expect an additional 1–2 business days after confirmed receipt until the confirmation is delivered.
The maximum processing time is approximately 6–10 days in total.
Depending on the payment provider (e.g., credit card, PayPal, Klarna), it may take a few more days until the amount is visible in your account.
Feedback from us:
You will receive a separate confirmation by email once your return is complete.
This email will also contain all information about your refund.
If you have not received any feedback from us after more than 10 days, please contact us at support@leslunes.de. We will check the status for you immediately.
We want to process your return as quickly as possible.
Typical processing times:
The delivery of your return to our logistics center takes 3–5 business days depending on DHL.
Once your package has arrived, the inspection and processing of your return usually takes another 3–5 business days.
Due to DHL procedures, an additional 1–2 business days should be expected after confirmed receipt before the confirmation is delivered.
The maximum processing time is approximately 6–10 days in total.
Feedback from us:
You will receive a separate confirmation by email once your return is complete.
This email will also include all information about your refund.
If you have not received any feedback from us after more than 10 days, please contact us at support@leslunes.de. We will check the status for you immediately.
If an item in a different size or color would fit you better, you can easily exchange it.
Here's how it works:
- Go to our returns portal.
- Select the item you want to send back.
- Specify the size or color you would like to receive instead.
- Send the item that doesn't fit back to us.
As soon as we receive and process the return, we will automatically send you the desired item.
If the desired item is not available, we will inform you and refund your purchase instead.
Problems with the return
Sometimes we include a small gift (Free Gift) with your order – a few simple rules apply for returns:
If you return your order or parts of it and thereby fall below the order value that was required for the Free Gift, you must also return the gift.
If the purchase value of the items you keep remains above the required minimum amount, you may of course keep your Free Gift.
Example:
You ordered for €120 and received a Free Gift (requirement: minimum order value of €100).
If you return items worth €40, your purchase value remains €80 → Free Gift must be returned.
If you only return items worth €10, you remain at €110 → You may keep the Free Gift.
If you are unsure whether your Free Gift must be returned, feel free to write to us: support@leslunes.de. We will help you immediately.
If you have paid with Klarna Invoice, there are a few points you should keep in mind:
How it works:
Please always register your return in your Klarna portal .
This will automatically pause your payment deadline until the return is completed.
During this time, you will not receive any new payment requests from Klarna.
You can also find all details in the email from Klarna with your invoice.
Important to know:
If you use our return label, partial return shipping costs (€4.90) will be charged – you must pay these directly to Klarna.
Please note: If you do not register the return with Klarna in time, reminder fees may be incurred, which we unfortunately cannot cover.
If you are unsure how to register the return in the Klarna portal, we are happy to help: support@leslunes.de.
We are sorry if your order arrives incomplete. Of course, we will make sure you receive your missing item quickly.
Here’s what to do:
Please first check your shipping confirmation – sometimes we ship orders in partial deliveries.
If the item is really missing, please take a photo of the package contents and shipping label.
Contact us within a maximum of 5 days via the contact form (reason: “Complaint”) or directly by email at support@leslunes.de.
We will immediately check the matter with our logistics partner and ensure that the missing item is sent to you as soon as possible.
Good to know: If your package was damaged by DHL, you can find more information in the article “My package is damaged – what should I do?”.
Please don’t hesitate to contact us immediately – we want you to receive your order complete and worry-free.
We are sorry if an item arrives damaged, soiled, or with a manufacturing defect. Of course, we will take care of it immediately.
How a complaint works:
Please take a photo of the affected item.
Contact us via our contact form (reason: "complaint") or directly by email at support@leslunes.de.
Please only return the item after you have received feedback from our customer service.
Good to know:
If the damage or manufacturing defect is visible in the photo and was not caused by you, you will of course receive a free replacement as soon as the return has arrived with us.
If an item from your order is missing in the package, please also contact our support immediately – we will find a solution together.
We want you to feel completely comfortable with every order – so do not hesitate to contact us.
Your customer account
Everything about the customer account
Your personal Les Lunes customer account is your area for everything related to your orders and benefits.
This is what you can do in the customer account:
View orders: Overview of all current and past orders.
Track delivery status: Always know where your package is.
Manage addresses: Easily change or save delivery and billing addresses.
Newsletter: Easy management of your newsletter subscription.
Returns & Exchanges: Quick access to the returns portal.
Good to know:
Your customer account is free and you can create it anytime.
You can also order from us without an account – but with an account, you have full overview
and convenience.
With our newsletter, you’ll always stay up to date – exclusive offers, styling tips, and the latest drops delivered directly to your inbox.
How to sign up:
Log in to your Les Lunes customer account.
Go to the Newsletter section.
Check the box for Subscribe to newsletter – done!
If you no longer want to receive emails later, you can unsubscribe with one click in the same place.
Tip: As a subscriber, you’ll receive exclusive invitations to promotions and sometimes even little surprises just for newsletter friends.
You can check the status of your order anytime in your Les Lunes customer account:
Here’s how:
Log in to your customer account.
Go to the Orders section.
There you will find:
- your payment status
- the order date
- the delivery status
- the amount paid and your order number
If you click on the order number, you will get more details: which items you ordered, when the order was shipped, and your tracking link to track the shipment directly.
If you don’t have a customer account: You will also receive the tracking link automatically by email in your shipping confirmation.
You can easily manage your addresses in your customer account at any time.
How it works:
Log in to your customer account.
Go to the Addresses section.
There you can:
- edit existing addresses,
- add new delivery addresses,
- set an address as the default address.
To set an address as the default, simply check the box labeled “Set as default address” in the address form.
Note: Changes in the customer account only apply to future orders. If you want to change the address for an order you have already placed, you can find all the information in the article “Can I change my delivery address afterwards?”.
Problems with the customer account
With our newsletter, you’ll always stay up to date – exclusive offers, styling tips, and the latest drops delivered directly to your inbox.
How to sign up:
Log in to your Les Lunes customer account.
Go to the Newsletter section.
Check the box for Subscribe to newsletter – done!
How to unsubscribe:
At the very bottom of every newsletter email, you’ll find the note “If you would like to unsubscribe, click here”.
Just click the link and you will be automatically unsubscribed.
Alternatively, you can also deactivate the subscription in your customer account.
Tip: As a subscriber, you’ll receive exclusive invitations to promotions and sometimes even little surprises just for our newsletter friends.
We're sorry if the login doesn't work sometimes – here you can find the most common causes and solutions:
Forgot your password?
Simply click on "Forgot password" when logging in.
You will receive an email at the address you have registered in your customer account.
Follow the steps in the email and set a new password.
You can of course also reset your password at any time in your customer account under "Change password".
Email address not working?
You can only log in with the email address you used to place your order.
If you are no longer sure which address you used, or if your address has changed in the meantime:
Please contact us via our contact form.
Our support team can check which address is registered based on your name or order number and adjust it for you if necessary.
If it still doesn't work: just write to us at support@leslunes.de – we will make sure you regain access to your account.