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FAQs
Below are the answers to frequently asked questions from customers.
Orders
How long does it take to ship orders?
We ship orders within 24/48 hours from Monday to Friday!
I haven't received an order confirmation, how will I track my order?
First, check your spam folder, as emails often end up there, especially when placing a first order. If you haven't received anything, there might be a typo in the email address or simply a bug. Contact us so we can make the necessary changes and/or resend the confirmation email.
When will I receive my order?
It all depends on the carrier chosen, but it generally varies between 2 and 5 days!
International delivery?
Of course! We deliver to all the countries you wish! Without limit
How do I track my order?
You will be able to track your order via the shipping email, you will find your tracking link there which you can click on to monitor your package!
How to make a return?
You have 14 days from the date you received your package to return it. For more details, see the "Return Policy" section at the bottom of the page.
How do I contact customer support?
Customer service is available by email at this address: ayada.sav@gmail.com or via our returns portal
Returns
How long do returns take to process?
We process returns every Wednesday of each week.
When will I receive my refund?
The refund is made as soon as your return is processed, you receive a refund email which confirms this, but it is not instantaneous, the time depends on your bank but it is generally 2 to 5 working days (excluding weekends and Mondays).
I no longer have the packaging and I removed the label, what should I do?
Unfortunately, returns are not accepted; this is part of our return policy. The product must be in a similar condition to the one it arrived in order to be returned to the market.
Products
Do you have a size guide?
Of course, you will find our size guide on each of our product pages
Are some colors transparent?
This is possible, especially with white colors, and in this regard, as soon as it is transparent, we indicate it in the product description to avoid surprises.
Deliveries
What delivery services are available?
We use Colissimo, Chronopost, and Mondial Relay. For international orders, we use the Happy-Post platform, which selects the best shipping rate for us depending on the carrier.
What are the delivery services offered?
We use Colissimo, Chronopost, and Mondial Relay. For international orders, we use the Happy-Post platform, which selects the best shipping rate for us depending on the carrier.
Are there any customs fees?
It all depends on the country; there may be customs fees, and these fees are your responsibility.
My package is marked as delivered, but I haven't received anything, what should I do?
Contact us so that we can open a dispute on our end; it is essential that you also open an investigation on your end by contacting the carrier.
Payments
Can I use multiple promo codes on my order?
No, it is not possible to combine several promo codes; only one code per order is allowed.
The promo code I received isn't working, what should I do?
Verify that you have used the correct code. If it is a notification code, verify that you have used the correct email address linked to this code, otherwise it will not work.
What payment methods are used?
We offer you the possibility to pay via Paypal, credit card or bank transfer.
Can I change my billing information?
Yes, it is possible by contacting us, however, note that they do not affect the delivery address in any way (in case you have entered a different one).