FAQs

1. Where do you ship?

We currently provide delivery services to customers worldwide. Delivery availability may vary depending on the shipping address, local carrier access, import restrictions, and operational conditions at checkout. For more information, please review our Shipping Policy.

2. How long does order processing take?

Orders are usually processed within 1–4 business days after payment is successfully completed. Business days do not include weekends or public holidays. Processing time is separate from shipping transit time.

3. How long does shipping usually take?

Estimated delivery times are generally as follows: Europe 8–15 business days, North America 10–18 business days, Australia 12–20 business days, and Rest of World 15–25 business days. These delivery times are estimates only and may be affected by customs handling, carrier delays, weather, remote-area delivery limitations, or other circumstances beyond our reasonable control.

4. How much is shipping?

Current standard shipping fees are generally: Europe EUR 9.99, North America EUR 12.99, Australia EUR 14.99, and Rest of World EUR 16.99. We also offer free shipping on orders over EUR 159.00. Shipping fees shown at checkout are the final fees applicable to your order at the time of purchase. Please refer to our Shipping Policy for the latest details.

5. Can I cancel my order?

Yes. Orders may be cancelled free of charge within 72 hours after the order is placed, provided that the order has not yet been shipped. Once an order has been shipped, it can no longer be cancelled and any after-sales request will be handled under our Return & Refund Policy.

6. Can I change my order after placing it?

We do not currently support order modifications after an order has been placed. This includes changes to products, quantities, colors, sizes, shipping methods, or delivery addresses. Please review your order carefully before submitting it.

7. How can I track my order?

Once your order has been shipped, we normally send shipment confirmation and tracking details to the email address provided at checkout. Tracking information may take a short time to activate after dispatch, and updates depend on the carrier’s system.

8. What payment methods do you accept?

We currently accept payment methods such as Visa, Mastercard, American Express, PayPal, Apple Pay, Discover, Afterpay, and Google Pay, subject to availability at checkout. The payment methods displayed on the checkout page are the payment options currently available for your order.

9. What currency do you use for transactions?

All transactions on evlany.com are processed in Euro (EUR). If your bank card, digital wallet, or payment account uses another currency, your payment provider may apply its own exchange rate or related fees.

10. Is my payment information secure?

Yes. Payments are processed through trusted third-party payment service providers, including Stripe and PayPal. We do not store customers’ full card numbers, CVV/CVC codes, bank credentials, or other sensitive payment information on our servers. For more information, please review our Payment Policy and Privacy Policy.

11. Why did my payment fail?

A payment may fail for a number of reasons, including insufficient funds, incorrect billing information, expired cards, bank authorization issues, suspected fraud, or network interruptions. If your payment is declined, please verify your payment details and try again using the same or another available payment method.

12. Do I have to pay customs duties or import charges?

For all orders, customs duties, import taxes, VAT/GST, brokerage fees, clearance charges, or other destination-related fees may apply depending on the shipping destination and local regulations. Unless otherwise required by applicable law, these charges are the responsibility of the recipient. Please see our Shipping Policy for more details.

13. What is your return period?

You may request a return within 30 days after delivery of your order, as measured from the confirmed delivery date shown by the carrier tracking information. Return requests submitted after this period may not be accepted.

14. What items can be returned?

Returned items must generally be in resalable condition and suitable for inspection unless the return is due to verified damage, defect, or our error. Items should usually be unused, unworn, unwashed, clean, and returned with all original tags, packaging, accessories, and included parts. For hygiene-sensitive items such as toothbrushes, products must be unused and unopened. For bathrobes, mats, and similar textile products, the items must not have been washed, worn, or materially altered after delivery.

15. Are any items non-returnable?

Yes. For hygiene, safety, and product integrity reasons, certain items may not be eligible for return. This may include used toothbrushes, opened hygiene-sensitive items, products that have been washed or worn, items damaged after receipt due to customer handling, and any product marked as final sale or otherwise non-returnable on the product page.

16. What should I do if my item arrives damaged, defective, incorrect, or incomplete?

Please contact us within 48 hours after delivery and provide your order number together with clear photos of the item, the outer packaging, the shipping label, and the issue identified. We will review the materials and, where appropriate, may offer a replacement, refund, partial refund, or another reasonable solution. Please see our Return & Refund Policy for details.

17. Who pays for return shipping?

If the return is due to our error, such as a verified defective item, damaged item on arrival, or incorrect shipment, we may provide a prepaid return solution, reimburse reasonable return shipping costs, or offer another appropriate remedy. If the return is not due to our error, the customer is responsible for the return shipping costs. Original shipping fees are generally non-refundable unless required by applicable law or unless the refund is due to our verified error.

18. When will I receive my refund?

If your return request is approved, the refund will be issued to the original payment method used for the purchase. Refunds are typically processed within 7 business days after approval. The exact time for the funds to appear in your account may vary depending on your bank, card issuer, Stripe, PayPal, or other payment provider.

If you have additional questions, please contact us at service@evlany.com or +1 (712) 214-9344. You can also write to us at 505 W Broadway, Council Bluffs, IA 51501, US.