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Shipping, Returns & Refund Policy

Returns & Refunds Policy

Our policy lasts 14 days. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods..

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • Discounted Items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted.

  • Books with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@eivajay.com.

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@eivajay.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, please email us at info@eivajay.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Our Responsibility

We take responsibility for items lost in transit, wrong items delivered, items delivered in unusable conditions and manufacturing faults.

Customer Responsibility

You are responsible for ensuring correct shipping addresses are provided, correct items are ordered including correct colours and sizes. Refunds are not provided for any errors related to the above. Refunds are not provided on change of mind or incorrect use of items leading to damage.
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INTERNATIONAL SHIPPING POLICY

Office Hours

Our corporate and shipping offices are open from 9am to 5pm Monday through Friday and are closed Saturday and Sundays. Our shipping office closed on all government observed holidays.

Shipping Policies

Mail service varies depending on the customer’s shipping choice which is available at checkout and before you are charged for your order.

Business days are Monday through Friday and on non-government observed holidays. Weekends are Saturday and Sundays. Under normal circumstances, orders placed will ship the following business day. Orders placed on the weekend will ship at the next earliest business day which is usually the following Monday.

INTERNATIONAL SHIPPING AND HANDLING REMINDERS

To ensure a fast delivery, please check that delivery address is correct and the payment has been processed or successful. Eiva & Jay will not be held liable for any shipments sent to the incorrect address provided by the customer. We only deliver to the address indicated in your Eiva & Jay Online Order.

International Orders are shipped via basing from customer’s courier choice which transit time varies but is typically 21 business days. The shipping charge will appear in your shopping cart as you finalize your order BUT before your credit card is charged you can review this amount.

There will be an unlikely event where shipping will be delayed due to strict customs and post office clearance that would need your signature to release the item. Shipping is tracked for the safety of your products, the tracking number will be provided once the shipment has been made and it could be tracked through a website.THE BUYER IS RESPONSIBLE for all taxes, duties, tariffs and customs laws in Buyer’s country.

 

INTERNATIONAL SHIPPING REMINDERS:

  1. We cannot be responsible for any tariffs, CUSTOM RESTRICTIONS or other regulations that apply in Buyer’s country. We encourage you to speak with your customs office if you have any questions.
  2. If for any reason the package is seized by Customs Officials, we will not issue a refund unless all products are returned to us in good condition. If the package is returned to us by Customs Officials, the customer is still responsible for any shipping charges. Only the amount paid for the products will be refunded.
  3. The customer is responsible for any duties or taxes that may apply. It is also the customer’s responsibility to negotiate for the release of their package in the event that it is held up by customs. We can provide necessary paper works/certification, if available, to help with the negotiation.
  4. It is customers’ responsibility to track their orders through your countries respective Postal Service Customs or Website provided, if available.You can email us if you are having problems tracking your orders or if there are any delays.
  5. Return To Sender (RTS) items due to the following reasons will be shipped again provided that you pay another shipping fee.
    • Address not existing.
    • Unclaimed.
    • Person unknown at the address.
    • Address vacant.
    • Address un-deliverable
    • Any other reason for which the customer is solely liable.

International Deliveries Reminders

  • Customs restrictions and warranty issues prevent us from shipping to every international location. Customers are responsible if there will be any additional customs fee. We cannot ship overnight to international addresses; it typically takes 21 working days. The shipping cost depends on the weight of the package and country of destination. The shipping charge will appear in your shopping cart as you finalize your order BUT before your credit card is charged so you can review this amount. Upon shipment of your order, you will be emailed a shipment confirmation so you can confirm that your order has been shipped. The Buyer is responsible for all taxes, duties, tariffs and customs laws in Buyer’s country. If your country does not have EMS, orders will be shipped via REGISTERED POSTAL SERVICE, which is 3-4 weeks.
  • Do not order items that are illegal to import into your country. Laws vary from country to country. It is your responsibility to check with your Customs office to see if your country permits the import of our products. Generally speaking, we have never encountered problems with customs when shipping to most countries worldwide.
  • If the package is seized by Customs for any reason and returned back to us, we will issue you a prompt refund, less the shipping costs. If it is not returned back to us, we cannot issue you a refund. Most orders held by customs are for the purpose of charging import duties and Customs fees. We have had such troubles in less than 1% of our international shipments. If you are not sure, please contact the Customs Office in your country before ordering, as we are not responsible for such charges.
  • It is customers’ responsibility to track their orders through your countries respective Postal Service Customs or Website, if available. You can email us if you are having problems tracking your orders or if there are any delays.
  • Refunds are not available for wholesale purchases.
  • We are not responsible for carrier transit time. This information is provided by the carrier and excludes weekends and holidays. Note that transit times may vary, particularly during peak periods or in climate weather conditions, and that delivery times frames will need to be extended for any processing time.

Cancellations / Return to Vendor Items

Cancellations must be made before we send the order. If the order has not been shipped, a refund will be issued by the same method of payment the order was originally charged. If a cancellation is placed after the order has been shipped, it is the customer‘s responsibility to send it back to us. Once we received the package, a refund will be issued. Shipping and handling charges are non-refundable. All refunds are processed within 5 business days. We reserve the right to cancel any order at any time.

Return To Sender (RTS) items due to the following reasons will be shipped again provided that the client will pay the reshipping fee.

  • Address not existing.
  • Unclaimed.
  • Person unknown at the address.
  • Address vacant.
  • Address un-deliverable
  • Any other reason for which the customer is solely liable.

Notice

You can contact us if you have concerns other than placing an order and/or payment. If you intend to call us, please be reminded that all information about us, products and pricing are already on our website. We always improve and make our website more accessible and user-friendly please try to read them so we can save you effort, time & money in calling us for information that is already provided.

Nonetheless feel free to contact us if you need to since it’s always our aim to provide excellent customer service.

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