Page FAQ Template

ORDER INFORMATION

- How do I place an order?

Placing an order with us is easy! Simply browse through our collections and add the items to your shopping cart by clicking the green Add to Cart button on the product page.

- How do I complete the purchase?

Once you have finished adding items to your Cart, simply click the “Check Out” button on the Shopping Bag page and we will guide you through the check out process.

- How do I use my discount coupon?

As soon as you click on the Complete Purchase button, you will be redirected to the customer's information page. On this page, you will see the items in your cart on the right side, as well as the field for entering the discount coupon. Please enter the coupon in the field provided and click the Apply button.

- How do I pay using a gift card?

When you click the Complete purchase button, you will be redirected to the summary of your order. On the right side of the page, you will see a field to add the Gift Card or Discount Coupon. Enter the gift card code in this field and click Apply.

- How can I change my shipping information?

Please contact our customer service team within 24 hours as soon as you notice an error so that we can update your data.

- How do I know which size to choose?

All of our products have size tables on their respective pages, just scroll down the product page a little to view them. We advise our customers to follow the information about the size measurements to avoid the inconvenience of returns due to the measurements.

- Can I cancel my order?

Yes, of course! Cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order.
All refunds will be processed within 24-48 hours before the fund reflects on customer’s bank account.

SHIPPING & DELIVERY

- HOW LONG DOES DELIVERY TAKE?

Typically, orders are delivered within 10-24 business days from point of dispatch (depending on the delivery country - shipping time vary widely from country to country). Please do not panic if it does not show up immediately, it's on its way :)

Please also note that occasionally your order may experience some delays while in transit with courier or at customs. We work closely with our 3rd party shipping companies to minimise delays and to ensure that you receive your order as quickly as possible.

After the order leaves our distribution facilities to the processing center of shipping company, it may take up to 48 hours or longer before the tracking information is updated online. Please allow the time before you start tracking your package.

- DO YOU SHIP INTERNATIONALLY? 

Yes! We are happy to let you know we ship internationally, and offer FREE shipping to all countries. We ship internationally via FedEx, DHL or TNT Express for a fast and reliable service.

In some instances, delivery may be delayed depending on your country's customs. Lyrae Store and the carrier do not have control over how long customs deem fit to hold a package. In addition, certain countries may apply tariffs after the package is accepted. 

Please be aware that packages may be subject to delays and additional taxes and duties at the port of entry of various international countries. We take every effort to ensure a quick and smooth delivery, but we do not take responsibility for any delays and extra fees which may be applied via customs and duty offices in the receiving country. 

We suggest checking with your local post office to find out if that applies to you as Lyrae Store does not cover additional customs fee charges. Lyrae Store is not responsible for applicable customs fees, import duties, taxes, or any other charges.

- WHERE IS MY TRACKING INFORMATION?

There's a few ways to check the status of your order & to find your tracking information:

1 - Confirmation email: As soon as your order has shipped, you’ll receive a shipping confirmation including a tracking link to your registered email, where you’ll be able to check on the status of your order as it makes its way to you! If you haven’t received your tracking information please be sure to double-check your junk mail for the automatic tracking email.

2 - Drop Us An Email: If you haven't received your tracking number after 10 days or if you need any help tracking your order then don’t hesitate to contact our Customer Support via our email.

-  CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS GONE THROUGH?

We’ve all been there and checked out a little too quickly with the wrong shipping address, so the best thing to do is to send an email to us at email and explain what’s gone wrong, and if the order hasn’t yet shipped we’ll do our best to change the address!

- MY TRACKING HASN'T UPDATED IN A WHILE, IS IT NORMAL?

This is completely normal! There can sometimes be a slight delay in scanned updates of your parcel as it makes its way to you through the postal system. If there’s been no update in a few days please send our lovely team an email EMAIL and we’ll take a look for you to see if we can get some additional information from the couriers!

- WHERE IS MY ORDER SHIPPING FROM?

We partner with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Germany, USA, Thailand, Tibet, China, India, etc.

Please note that Lyrae Store is not responsible for incorrect or incomplete filling in of the destination address of orders placed in the store. In case of incorrect or incomplete addressing, as a rule of the Post Office, the package will return to the sender, and no further delivery attempts will be made at that address.

In case the delivery is not made due to divergence at the address informed by the customer, the customer is not entitled to a refund, it will be necessary to pay a new freight, in the amount of $X for the shipping cost.

*The shipping time is estimated and starts from the date of shipment, not from the date of order/payment.

PAYMENTS & SECURITY

- WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We accept Credit Cards and Debit Cards.

- HOW SAFE IS MY PERSONAL INFORMATION?

Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the check out process. For more information on how we secure and use your information, please consult our Privacy Policy.

- WHICH BROWSER SHOULD I USE TO VIEW YOUR SITE?

We highly recommend that you browse with the latest version of Microsoft Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari.

HOW DO WE CONTACT YOU WITH PRESS INQUIRIES?