FREQUENTLY ASKED QUESTIONS

Frequently asked questions

FAQS

HOW TO BUY?


Shopping on our site is quick and easy: 1. browse the YALLA SHOP and click on the product you want 2. select the product in the colour you prefer 3. click on "Add to cart" 4. a summary window will open. Click on "View Shopping Bag and check out" 5. enter the delivery address and payment information You can check and change the contents of your Shopping Bag at any time and you can pay with any major credit card (MasterCard, Visa...) or PayPal.




HOW CAN I CHECK THE DELIVERY STATUS?


In the shipping confirmation's email there is the Tracking Number, a code that allows you to track the package in real time on the courier website.




CAN I CHANGE MY ORDER BEFORE IT IS DISPATCHED?


You can edit the order before the warehouse has processed it. If you change your mind, we recommend that you contact our Customer Services Department immediately so that they can verify the status of your request. In any case, you can request the return of the item within 14 days of delivery of the order for any reason. You can find more information in "Returns and Refunds" and in "Terms and Conditions".




HOW DO I CONTACT YOUR CUSTOMER SERVICES DEPARTMENT?


You can find the "Contact us" button at the bottom of every web page. By clicking on it, you will be provided a form to send an email. Any costs relating to other forms of contact are non-refundable.





SHIPPING

WHAT ARE THE DELIVERY TIMES AND COSTS?


We work with DHL express from Morocco and is usually within 3-8 working days. The products are delivered by the courier from Monday to Friday during office hours. Dispatches and deliveries are not made on Saturdays, Sundays or national holidays. Always choose an address where someone is available to collect the package. If you prefer to receive your order at the office or at a reception, please also indicate the name of the contact person. You can find more information in the "Shipping and Returns" section.




HOW CAN I CHECK THE DELIVERY STATUS?


In the shipping confirmation's email there is the Tracking Number, a code that allows you to track the package in real time on the courier website. If you are a registered user, you can follow your order directly from the "My Orders" section




WHAT HAPPENS IF I AM NOT AT HOME WHEN THE COURIER ARRIVES?


The courier will leave a note with their contact details. Contact DHL express to find out if a further attempt at delivery will be made or if the order will be deposited at a collection point (access point). If you do not contact DHL express or do not collect the order from the collection point, after a few days the package will be sent back to our warehouse. You will be contacted by the Customer Services Department to see if you want the package to be delivered again or if you would like a refund.




WHICH COUNTRIES DO YOU DELIVER TO?


We deliver to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, USA.




ARE THERE ADDRESSES THAT YOU CANNOT DELIVER TO?


The courier cannot deliver to Post Office boxes or to Postal services. Please also note that we cannot ship to the following areas: • Campione d'Italia, Lugano Lake, Livigno • Azores • Madeira • French Overseas departments • Channel Islands • Gibraltar • Canary Islands • Balearic Islands • Andorra • Ceuta • Melilla • Åland Island





RETURNS AND REFUNDS

CAN I RETURN ANY ITEM, EVEN IF I SIMPLY CHANGE MY MIND?


Sorry, but you cannot currently request changes. If you need to change the size or colour, you can return the products for free and make a new purchase.




I AM A REGISTERED USER: HOW CAN I RETURN A PRODUCT?


You have 14 days after receiving the order to request a return and an additional 14 days to return the products. The procedure is quick and easy and delivery is completely free. As a Registered User you can send us your return request directly from your My MaxMara account: 1. go to your profile page 2. go to the "My Orders" section, select the order that contains the product you want to return and click on "Request Return" 3. you will receive an email with the label to print and apply to the package, the tracking number to track the delivery and the telephone number of UPS 4. be sure to protect the products by choosing a box of an appropriate size 5. arrange the collection of the package with UPS: call the phone number provided in the email or go to www.ups.com. Make sure that no more than 14 days have passed since you requested to return the item. As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return and refund. After a few days you will be able to check if you have been credited with the refund. Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.





COSTUMER CARE

STOCKISTS

FAQs

LEGAL AREA

LEGAL NOTES

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