Help · Order status
See what is happening with your order right now.
Every Proteluna order goes through a data check, production, packing and dispatch. You view the current status securely - through a signed link from your confirmation email that opens your order's status page, or after verification. We deliberately do not offer a public lookup by order number.
We do not hard-code a price or a delivery date here - what applies is always what is attached to your order.
Three secure routes
Where to find the current status.
We do not show the status on a public page. Access to it is always tied to your order, so that it cannot reach anyone else.
The link in the confirmation email
Right after you order, Shopify automatically sends you a confirmation email with a signed link to your order's status page. The link is tied to your order and opens exactly its progress - including parcel tracking once dispatched.
Your account in the store
If you created an account when you bought, you will find the status and your order history after signing in, under My orders.
Sign in to your account →Write to support
Can't find the email, or not sure? Get in touch with your order details. We will verify you securely and confirm the status.
Go to contact →Why is there no public lookup here?
To protect your data. We show the status only through a signed link or after verification - an order number on its own never reveals a name, an address or any other personal data. We do not show internal production codes to customers.
Order progress
The statuses you will see.
An order moves through these statuses. The exact status and all dates always follow your particular order - below is an explanation of what each status means.
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Order received
We have logged your order along with the shape, finished sizes and look you confirmed in Studio.
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Payment confirmed
The payment went through the secure Shopify checkout and the order carries on.
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Data being checked
We are verifying the configuration - the shape, the finished sizes and, with a print, where the motif sits.
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Waiting for more information
We need a small clarification from you. We will write to you about what to add so that production can start.
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Ready for production
The configuration is verified and the order is queued for production.
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In production
Your protector is being made to the confirmed details.
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Packed
The finished product has passed the final check and is ready to be dispatched.
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Dispatched
We have handed the parcel to the carrier. You will find the tracking details in your email and on the order status page.
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Delivered
The order has been delivered. If anything is not right, get in touch.
On hold
If we put an order on hold, we always give a clear reason and a specific next step - what to add or confirm, for example. As soon as it is sorted, the order carries on.
Common questions
Questions about order status.
Where do I find the status link?
In the confirmation email Shopify sends right after you order. The link is signed, tied to your order and leads to its status page. If you have an account, you will also find the status after signing in, under My orders.
I did not receive the email. What should I do?
Check your spam folder and any bulk or promotions tabs. If the email is nowhere to be found, reach us via contact - after secure verification we will confirm the status to you. Include the name and email you used for the order.
Why is there no public lookup by order number?
It protects your privacy. We make the status available only through a signed link or after verification, so the details cannot reach anyone else. An order number on its own reveals no personal data.
What does the “on hold” status mean?
We have paused the order temporarily, and we always give a clear reason and a next step. Most often it is a small addition to the details, so that production comes out exactly right.
When will I see a delivery date?
We do not hard-code dates on this page. While you order, Studio does not yet show a specific date for dispatch; shipping is calculated at checkout. Once the parcel is dispatched, tracking details are added on the order status page.
Don't have an order yet?
Start with the surface, watch the price as you design, and check every detail in Studio before production.