FAQ – Frequently Asked Questions

Lunava – Sleep in pure elegance

🛏️ 1. Products & Quality

What mattresses does Lunava offer?

We carry high-quality visco mattresses with various degrees of firmness – also available with an integrated 5-zone massage function upon request.
In addition, we offer:

Visco topper
Gel foam topper
Viscose pillow
Aquastop mattress protector
OxyFLEX slatted bed bases (electric or manual)

What makes a visco mattress special?

Visco is a temperature- and pressure-sensitive foam that adapts perfectly to your body.
Advantages:

optimal pressure relief
perfect spinal alignment
fewer pressure points
cozy, floating feeling while lying down

How does the 5-zone massage function work?

Our massage function is divided into five zones and provides deep relaxation in the back, shoulders, legs and hips.

individually adjustable
low noise
promotes blood circulation
ideal for tension or stress

What firmness levels do you offer?

You can choose between:
soft • medium • medium-firm • hard
We are happy to advise you via our analysis tool or by phone.

Are the mattresses manufactured in Germany?

Yes. Every Lunava mattress is made in Germany – with modern materials, extensive experience and attention to detail.

📐 2. Custom-made products & caravan mattresses

Do you manufacture mattresses and toppers to measure?

Yes – we produce custom-made mattresses and toppers , exactly according to your specifications:

Desired dimensions (length, width, height)
hardness level
material
Optional: Massage function

Ideal for bedrooms, caravans, boats or special shapes.

How does a custom-made product work?

You fill out our inquiry form – we need:

Mass
Material & Hardness
Massage function (yes/no)
Height, weight, age (required for both people if there are 2)
Photos/sketches optional
Information on whether a caravan mattress should be remeasured

You will then receive a personalized offer.

Can I return custom-made items?

No. Custom-made items are excluded from the right of withdrawal , as they are individually manufactured.

Do you manufacture caravan mattresses?

Yes.
The easiest way is if you send us your old mattress so we can recreate it exactly.

🧭 3. Mattress Finder / Analysis Tool

How does the mattress finder work?

You are entering anonymously:

Size
Weight
Old
Pain zones (e.g., back, shoulder, hip)

The tool analyzes your information and immediately recommends the right visco mattress or topper.

What should I look out for when buying a mattress?

1. Body weight:
→ The higher the weight, the firmer the mattress should be.

2. Height:
→ The spine must remain neutral in every sleeping position.

3. Age:
→ Older people benefit from increased pressure relief.

4. Pain zones:

Back/Lum → rather firm
Shoulders/Neck → rather soft
hip → medium-firm

🚚 4. Shipping & Delivery

How is it delivered?

Depending on the product, it will be shipped via parcel service or freight forwarding .

How long does shipping take?

The exact delivery time is always stated in the respective product description.

Are there shipping costs?

Yes – the costs will be displayed at checkout.
Additional customs duties may apply to deliveries outside the EU.

What if the shipping company can't deliver?

You need to ensure that delivery is possible.
Failed deliveries may be charged.

💳 5th Payment

What payment methods are available?

PayPal
credit card
Sofort / Klarna
Purchase on account
prepayment

↩️ 6. Cancellation & Return

How long do I have to cancel my order?

14 days from receipt of the goods.

When is a right of withdrawal excluded?

The following applies to mattresses:
➤ Once the protective film has been opened , no return is possible.
(Hygiene product)

How do I register a return?

Simply within 14 days:

by email
by phone
via the contact form

Who pays for the return shipping?

The buyer.

When will I receive the refund?

Within 14 days of reviewing the return.

🛠️ 7. Warranty

What warranty period applies?

Consumers: 2 years
Entrepreneur: 1 year

What is not considered a defect?

product-related odors
Tolerances of ±2 cm
normal wear and tear

🔐 8. Data protection & account

What data is stored?

For example:

Contact & delivery details
Payment information
Usage & Device Information
communication
Analysis data

Who processes my data?

Our shop is powered by Shopify .
Shopify processes personal data according to its own privacy policy.

Can I unsubscribe from marketing?

Yes. You'll find an unsubscribe link in every email.

📄 9. Order & Contract

When does a contract come into effect?

By clicking "Buy now" you are submitting an offer.
The contract is formed upon our order confirmation or the dispatch of the goods.

Will I receive my documents?

Yes – you will receive the terms and conditions, privacy policy and all contract details via email.