FAQ
1. Ordering & Processing
Q: When will my order be processed?
A: Orders are processed Monday to Friday and take 2-3 business days to complete. Orders placed after 11:00 PM will be processed the next business day.
Q: Do you process orders on weekends or public holidays?
A: No, we do not process or ship orders on weekends or public holidays.
2. Shipping & Delivery
Q: Where do you ship from?
A: Orders are shipped from our warehouses in France or Panama, depending on product availability and destination.
Q: How long does shipping take?
A: After processing, delivery times are:
- United States & Canada: 3-5 business days
- Europe: 4-7 business days
- Asia, Middle East & Australia: 6-9 business days
Q: Do you offer free shipping?
A: Yes! We offer free shipping on all orders worldwide.
3. Customs & Taxes
Q: Do I have to pay customs duties or taxes?
A: Prices on our website are tax-free. However, depending on your country, you may be responsible for customs duties and taxes. These fees are set by your local customs office.
Q: What if my order is delayed by customs?
A: Customs delays are beyond our control, and we are not responsible for any delays caused by your country's customs procedures.
4. Returns & Exchanges
Q: What is your return policy?
A: Returns are accepted within 14 days of receiving your order. Items must be in new condition, with original packaging and tags intact.
Q: How do I return an item?
A: Follow these steps:
- Contact us at info@festivokimonos.com with your order details.
- Download and print the free return label we provide.
- Pack your item securely and attach the return label.
- Ship it back using the provided instructions.
Q: Is there a restocking fee?
A: Yes, a USD 35 restocking fee will be deducted from your refund.
5. Exchanges
Q: Can I exchange an item?
A: Yes! You can request an exchange within 14 days of receiving your order, as long as the item is in new condition.
Q: How do I exchange an item?
A:
- Return the original item by following the return process.
- Place a new order for your desired item.
6. Refunds
Q: How long does it take to receive a refund?
A: Refunds are processed within 10 days after we receive and approve the returned item.
Q: How will I receive my refund?
A: Refunds will be issued to the original payment method, minus the restocking fee.
7. Payments
Q: What payment methods do you accept?
A: We accept:
- Credit/Debit Cards (Visa, MasterCard, American Express, Discover)
- PayPal
- Apple Pay
Q: What currency do you charge in?
A: All transactions are processed in U.S. Dollars (USD). Your bank may apply currency conversion fees if you are purchasing internationally.
Q: Is my payment information secure?
A: Yes, we use industry-standard encryption and secure payment gateways to protect your personal information.
8. Contact Us
For any further questions or assistance, feel free to reach out:
📧 Email: info@festivokimonos.com