FAQs

How do I place an order online?
After adding items to your shopping cart, you can review your selections, make modifications, and proceed to checkout.
If your order contains multiple items, they may be shipped in separate packages.
If you require any assistance, please contact us; we would be happy to guide you through the online purchasing process.

When will my order be confirmed?
Once the checkout process is complete, you will receive an order confirmation email containing a summary of the order we have received, as well as information regarding our processing of it. The content of this order confirmation email cannot be altered once it has been sent.
If you do not receive an order confirmation email within 24 hours of completing your order, please contact us to verify that your order was successfully received.
An order is considered officially confirmed only when you receive a subsequent confirmation email verifying that the items you ordered are in stock and ready for shipment. This confirmation email will be sent to the email address you provided on the order form. Following each shipment, you will receive an email containing a tracking number, allowing you to track your package via the courier service's website.

Can I modify or cancel my online order?
Once an order has been submitted, it cannot be modified.
If you wish to cancel an order, please contact Customer Service; our customer advisors will be happy to assist you. Please note that once an order has been confirmed, it may not be possible to stop the items from being shipped.
Fully personalized items cannot be cancelled once an order is placed, as they may already be undergoing the customization process.
Pre-ordered items may be cancelled prior to shipment, and any payments previously collected will be refunded.

What should I do if I cannot find the product I am interested in online?
Our website features a wide variety of products from our latest collections, and our product selection is regularly updated with new arrivals.
If the item you are searching for online is currently out of stock, or if you require product recommendations or assistance with sizing, please contact Customer Service; our customer advisors will assist you in locating the desired item or suggest suitable alternatives.

Which payment methods are accepted?
We accept major credit cards—including, but not limited to, Visa and Mastercard—as valid forms of payment (please note that accepted payment methods on the website may be updated from time to time).
If you encounter any issues while attempting to process a payment, please feel free to contact us for assistance. We do not accept Cash on Delivery (COD).

What are the benefits of registering for "My Account"?
By registering for "My Account," you will gain access to a range of exclusive services designed to make your shopping experience truly unique. You can:
Save different billing and shipping addresses to expedite the ordering process.
Store credit card information to speed up checkout.
Archive your order history, track order status, and easily request returns.
Create a personalized wishlist featuring your favorite items and share it with others.

Where can I retrieve my personal account password?
In any section of the website that requires a login, you can access the "Forgot Password" link. Clicking this link will trigger an email containing a link to create a new password.

Can I return items purchased online?
Items purchased through this website may be returned free of charge within 30 days from the date of shipment confirmation. Exceptions apply to customized items, which are non-returnable. Returns must comply with the requirements outlined in our Return Policy.
Items must meet the following conditions to be eligible for return: (i) They must be in their original condition, with all tags—including, but not limited to, identification tags and security tags—fully intact; (ii) They must be returned in their original packaging; (iii) They must include all accessories; and (iv) They must be accompanied by the original proof of purchase. Incomplete, damaged, worn, or altered items will not be accepted for return. Furthermore, if an item was originally shipped with a security tag, but is returned without that tag attached, the return will be rejected. We reserve the right to designate certain items on the website as ineligible for return or refund; such designations will be clearly noted on the respective product pages.

Are there any exceptions to the Return Policy?
For safety and hygiene reasons, products cannot be returned if their tags or original packaging have been opened, damaged, altered, or removed.
If you have received a product with an issue but do not wish to return it, please contact Customer Service. We are committed to finding the best possible solution for you.

How do I request a return online?
If you need to request a return, simply submit a return request via email. When submitting your request, please provide your Order Number and the email address used when placing the order to help us process your request more quickly.
When filling out the online return form, please provide as much detail as possible regarding the items you wish to return—including the specific items, the quantity of each item being returned, and the reason for the return. Once successfully submitted, we will review your request as soon as possible and provide you with further instructions on how to proceed with the return.

If I have already registered for "My Account," how do I submit a return request?
You can create a return request by logging into "My Account" and following the provided return instructions. Return shipping costs are your responsibility, and we cannot be held liable for any risk of loss, damage, or theft during transit.
If you have any questions, please contact Customer Service.

Can I request a return even if I haven't registered for an account?
Absolutely. You can still request a return even if you do not have a registered account.
Simply visit the "Returns" page on our website, follow the prompts to enter your relevant order details, and submit your return request. Our team will process your request as quickly as possible upon receipt.

How long will it take to receive my refund?
Once we receive your return package, we will first inspect the condition of the items to determine whether to accept the return and authorize a refund. This process may take up to 10 business days. If the package and items meet our return criteria and requirements, we will issue a refund to the original credit card or payment method used for your purchase.
You will receive a confirmation email once your refund has been approved. After receiving our email notification, please allow up to 10 business days for the funds to appear in your account.

How long will it take to receive my order?
Orders are typically delivered within 1–3 business days after the order confirmation email has been sent.
Please note that the general timeframe mentioned above does not apply to pre-order items and/or customized items. Such items are typically not immediately available for shipment at the time of order placement. We will ship these items according to the estimated delivery timeframe indicated on the respective product pages.
Once your package has been shipped, you will receive a confirmation email containing a tracking number from our courier service.
All packages require an adult signature upon delivery.

How do I select a shipping method?
You may select your preferred shipping method from the drop-down menu (if available). Our couriers are unable to deliver to P.O. Boxes.

How can I track the shipping status of my order?
Our courier service assigns a unique tracking number to every shipment.
Once your order is confirmed, you will receive an email containing your tracking number and a link to track your package.
You can also access this information by visiting the "My Account" tab on our website.

How do I contact Customer Service?
Please contact us via email at morvex@iayllv.com.