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:

  1. Contact us at info@festivokimonos.com with your order details.
  2. Download and print the free return label we provide.
  3. Pack your item securely and attach the return label.
  4. 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:

  1. Return the original item by following the return process.
  2. 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