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FAQs

WHAT IS THE DELIVERY TIME?

Shipping time varies by location. These are our estimates:

Location                           Delivery time

United States                  2 - 4 weeks

Canada                             2 - 4 weeks

Australia,                         2 - 4 weeks

 Europe                             2 - 4 weeks

 

For more information on the delivery status of your order, please see our order tracking page

At any time, you can write to us at contact@felitza.com.

WHAT IS BUYER PROTECTION?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

The item you ordered did not arrive within the time promised by the seller. The item you received was not as described. The item you received that was assured to be genuine was fake.

HOW TO TRACK MY ORDER?

Once your order has been shipped, we will immediately email you an update with a tracking code. You can then track your package here: track your order

Note: Due to the carrier system, your tracking code information may take up to 48 business hours to be visible on the carrier's website.

WILL MY ITEMS BE SENT IN ONE PACKAGE?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

If you have any other questions, please contact us and we will do our best to help you out.

MY TRACKING SAYS “NO INFORMATION AVAILABLE AT THE MOMENT”.

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

HOW TO RETURN AN ITEM?

With us, the refund is 100% before the order is shipped. However, if it is shipped, we cannot refund. In this case, you must wait for the order to arrive at your place and return it to our address. You can do it within 60 days as we have a 60 day money back guarantee.

WHAT SHOUD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

If you receive a defective or incorrect product, this is a very rare thing but it can happen. Don't worry, we have a money back guarantee.


Before transmitting your order to the carrier, we always guarantee the quality of each product. However, many factors may have damaged your products during transportation.

So that we can sort it for you, please send us a message here with the following information:

1 - Your name

2 - Your order number (this can be found on your order confirmation email)

3 - Image of fault / incorrect element.

HOW CAN I IDENTIFY THE PAYMENT TO FELITZA ON MY BANK STATEMENT?

All payments to our shop either by debit / credit cards are identified as by our website domain "www.felitza.com" on your bank statement

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