Delivery & returns
CAN I HAVE MY ORDER DELIVERED AT THE ADRESS OF MY CHOICE?
Yes, you can receive it at the address of your choice (home, work, etc., never in the post office box).
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Delivery times depend on the type of shipment selected.
- For shipments in Spain between 1 to 3 working days.
- For Ceuta, Melilla, Baleares y Canarias, the deadlines are extended 24-48h.
- In the case of international shipments, the deadlines are 3 to 7 working days.
Shipping times are approximate and, as such, are based on terms per order. Cyrana furs is not responsible for customs delays or payment transactions.
HOW MUCH DO I HAVE TO PAY OF SHIPPING CHARGES?
Shipping costs for Spain are free. International shipping costs are from 12 to 50 EUR. by country.
CAN I TRACK MY ORDER STATUS?
Yes, through “my account” on orders placed you can see the status of your order. If you are not registered, click on the “Order information” link in the confirmation email to follow up.
HOW DOES THE DELIVERY PROCESS WORKS?
If you have chosen home delivery, we will send you a shipping confirmation email (when your order leaves the warehouse), another with a tracking number (with link to the courier company website) and finally the carrier will contact you via SMS or e-mail to inform you of the delivery of your order.
DO I HAVE TO PAY ANY DELIVERY CHARGES IF I REQUEST A CHANGE OR A RETURN?
In case of return of one or several garments, the customer will be responsible for the shipping costs caused, provided that such return is not by mistake in the merchandise or tare of the garment or a change in size or color, in which case we will refund the delivery charges.
WHAT IS THE DEADLINE FOR A CHANGE OR RETURN?
The deadline to return a garment will be 15 days from receipt of the package by the customer. CYRANA FURS reserves the right to refuse returns communicated or sent after the deadline, or garments that are not in the same conditions in which they were received.
CAN I CHANGE OR RETURN ANY ITEM?
Yes, as long as they are in perfect condition and with their corresponding labels. In the event that the item has been customized or is something out the normal stock (standard measures, design…) made specifically for the client, it will not be possible to return it.
They must be unused and in the same condition in which they were received, including the promotional material included inside the box (hanger, cover), in addition to the DELIVERY NOTE.
WHEN WILL I RECEIVE MY REFUND?
You will receive the amount through the same payment method used in your purchase in an estimated time of 10-14 days, depending on your bank.
WHAT STEPS SHOULD I FOLLOW IN CASE OF RETURN?
In case of return you must follow the next steps:
- Access the "Order History" section of your account.
- Select the order from which you want to return an item by clicking on "Details".
- Select the product (s) you wish to return by checking the checkbox next to its name (s).
- Add the amount you need to return (in case more than one product needs to be returned).
- (Optional) Add an explanation, so that the store team can better understand why the customer wants to return this product.
- Click on "Request a refund".
- If the requirements of the previous point have been respected, we will proceed to send a new garment (without shipping costs and provided that the garment is in stock) or to pay the amount of the returned products.
- In the event of a tare or error, the return will be made in full by CYRANA FURS.
- In all other cases, the customer will be responsible for them. In this case, returning the total amount of the purchase will subtract the amount of shipping costs.
Once the form is completed the application is sent to the store manager.
The request appears as "Awaiting confirmation" on the "Merchandise Returns" page of the customer account, accessible from the customer account page.
HOW CAN I MAKE A SIZE OR COLOR CHANGE?
If you want to make a change, you must return the original product, and in parallel make a new order to buy the desired product. In the case of changes in size or color, shipping costs are completely free. The shipping costs of a new return of an already changed garment will be the total responsibility of the customer. The change request must be notified to firstname.lastname@example.org.
The steps to follow are the same as to make a return of merchandise.