It is our commitment to improving in all aspects of our business so we can continue to offer you, our dear customer, the most enjoyable shopping experience possible!
SHIPPING PROCESS
*Once we receive your order, processing is 7-10 Business Days (exclude weekends) and shipping will proceed 7-12 days. When your order is processed & ready to ship, you will receive a notification with a tracking number, so you can track your package at any time.
*Please make sure all shipping information, such as Street address, Apartment number, Suite Number & Phone number is entered for your shipping. If there is any Shipping information missing, such as a contact number, we are not able to process, but someone in our shipping department will contact you for any missing information.
*Once your order is shipped, it normally takes 4-10 days with our DHL Express, however, due to Covid-19 there has been some delays in certain countries/ regions, this is out of hands, since its DHL Company in Countries Duties/Customs Region, we can only assist from our part, but usually the client needs to contact DHL directly since the package is in their name & in their territory.
HAVE NOT RECEIVED MY ORDER (LOST PACKAGE)
If your order has not arrived by the estimated delivery date, we're here to help. Before contacting us, did you try the following:
- Checking the tracking link via your confirmation email to view the up to date tracking. This is available for all carriers and some International carriers
- Checking in the website your account to make sure we have the correct delivery address for your order and your contact details are up to date.
- Checking if you have a text message, email, or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
- Checking with your neighbors to see if they have accepted the parcel on your behalf.
- Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage, or porch.
If you have not done any of these please do so now. If you still can't find your parcel, please let us know via email with your order number. We'll reply within 24 hours and do our best to locate your parcel straightaway. If it cannot be found, we will arrange a replacement or refund for you.
WILL I BE CHARGED CUSTOMS & IMPORT CHARGES for INTERNATIONAL ORDERS?
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
HOW DOES YOUR DELIVERY SERVICE WORK?
We know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion and we use a large network of couriers to deliver goods from http://www.erikapena.com to all over the world.
We allocate the courier we believe will deliver your order to you in the most costly friendly and quickest time depending on the size and weight of your parcel.
If you are ordering for delivery outside of the USA, we suggest you have goods delivered to a work address rather than a home address, as our couriers may require a signature on receipt.
You can review our delivery options in more detail so you choose the one that best suits what you need.
RETURNS POLICY:
I WANT TO RETURN MY ORDER
*All return requests must be submitted within 5 days of receipt of goods, anything after is not permitted.
If you received your order & would like to return, you need to email us directly online@erikapena.com to explain why. Once we receive your email it is processed and we will contact you.
*Once approved, you are responsible for shipping the item back, we've provided address below to return as well, including the ordered item. Once items are received at the returns address, they will be processed and you will receive an email with Online Store Credit.
*All returns are subject to a restocking fee of 15%
Ship Back Returns:
Erika Peña Designs LLC
Return order (1001 Enter your order number)
11420 Fallow Deer CT
Fort Myers, FL 33966
USA
+61428040776
*All items bought with discounts applied, on sale, and/or altered for the client are FINAL SALE. Any item made exclusivity and/or special request is final sale. We DO NOT refund money for any purchases of items online. Items are only to be exchanged if damaged and/or incorrect from ordered.
I RECEIVED MY ORDER BUT ITS INCORRECT OR DAMAGED
*If you received your order, but it was not the correct color, size, item you ordered or perhaps, it arrived Damaged. Please take a photo & contact us immediately. Please email us what happened, the image, so we can follow up with the courier & our departments. All return requests must be submitted within 5 days of receipt of goods, anything after is not permitted.
If you received your order & would like to return, you need to email us directly online@erikapena.com to explain why. Once we receive your email it is processed and we will contact you.
*Once approved, if you can ship back the item, we can reimburse you, the customer shipping the item back, we've provided address below to return as well, including the ordered item. Once items are received at the returns address, they will be processed and you will receive an email & we can ship pout immediately the correct replacement.
Ship Back Returns:
Erika Peña Designs LLC
Return order (1001 Enter your order number)
11420 Fallow Deer CT
Fort Myers, FL 33966
USA
+61428040776
*All items bought with discounts applied, on sale, and/or altered for the client are FINAL SALE. Any item made exclusivity and/or special request is final sale. We DO NOT refund money for any purchases of items online. Items are only to be exchanged if damaged and/or incorrect from ordered.
