FAQ

Frequently asked questions.

ORDER

• I placed an order, the amount has been debited, but I have not received any confirmation email.

Your order confirmation is sent automatically. There may be several reasons for this;

- Your email is ending up in your spam folder.

- No email address was attached to the order.

- The email address provided is incorrect.

• I checked the address and my spam folder, but I still haven't received the order confirmation.

If your email address is linked (created) to an Outlook/Hotmail account, and if you check your spam from a Gmail account. Some messages do not appear. We invite you to log in to Outlook, and check "other messages, or spam". If despite this solution, you cannot find your order confirmation, please contact the chat, or by email at savlilieclothes@gmail.com.

• I received my order incomplete.

We ask that you report this within 24 hours at the latest. After this time, the order will be considered complete and no solution will be available. Once the report has been sent, you will be asked several questions to determine whether the missing item was forgotten or lost during transport.

• My package appears to have been opened, and my order is incomplete.

We ask that you return the item within 24 hours. Take a photo of the package from all angles before opening it. Also, take a video of it when you unpack it. Send this proof to us at savlilieclothes@gmail.com.

• I made a mistake in the delivery address, what should I do?

Please contact us as soon as possible at savlilieclothes@gmail.com. Your labels are generated automatically; if any information is inaccurate or missing, we are unable to verify it. We will do our best to consider your request.

• My package has been shipped, and the delivery address is insufficient/incorrect.

If, despite your request, it has not been processed in time, as soon as you receive the confirmation email from the bpost carrier, please change your preferences and request direct delivery to a collection point.

• I changed my preference, but the package was delivered to the wrong address. What should I do?

Unfortunately, we are unable to file a claim with the carrier. The customer is responsible for the contact information provided. However, we encourage you to visit the address and discuss it with the owner.

• How can I return the order?

Click on the link '' RETURN PROCEDURE ''

• Can I modify or add items to my order?

It is possible to add or modify your order, provided your request is taken into consideration before processing it. Please send your request to savlilieclothes@gmail.com and mention your order number.

• I received a wrong order/wrong item.

Please send us photos of your parcel's packaging and its contents within 48 hours at savlilieclothes@gmail.com. An investigation will be conducted to determine the cause. If it is our responsibility, a label will be sent to you and we will ask you to return the incorrect item within 14 working days.

• I followed the procedure, but the package was returned to me several days after its delivery due to my absence. (Family, neighbor, friends).

When you delegate someone else to receive your package, please ask them to send you the contents to ensure it is your order, or that it is complete. You have 24 hours to report any errors or anomalies, after which we will no longer be able to intervene.

• My order is suspended, what should I do?

Before confirming your shopping cart, please check that an item is not on pre-order. If this is the case, your package will be sent as soon as it is restocked at this address and the rest of your order will be suspended.

• Can I already receive the other part of my order?

It is possible to ship the remaining portion of your order to you, but the remaining portion will be at your expense. We invite you to contact savlilieclothes@gmail.com to make your request.

• How long is this pre-sale?

We generally allow a maximum of 15 days for delivery. However, in rare cases, the waiting time may be extended if the product is backlogged. We invite you to contact us at savlilieclothes@gmail.com for more information.

• Can I cancel a pre-sale item?

Unfortunately, it is not possible to cancel this item; it was ordered/produced directly for the customer. If the delay proves too long, a solution such as an exchange may be offered to the customer.

• How long will my package stay at the collection point?

Your package is available for 7 days at Mondial Relay / 14 days at Bpost

• I didn't pick up my order on time, what should I do?

Email us at savlilieclothes@gmail.com explaining the problem. Once we receive your package, we'll offer you a voucher or resend the order at your expense.

• I forgot to let you know, what should I do to collect my order?

Returns are returned to the original drop-off location. In most cases, the drop-off location owner will return the item to us. However, in rare cases, it may not be collected on time.

The package will then be returned to Mondial Relay, and we have 14 days to open a recovery request. After this time, we will be unable to recover your package.

If we have recovered your package, we will contact you by phone to return it to you. If after 3 reminders we do not receive a response from the customer, due to insufficient storage, your order will be considered abandoned, and the contents will be donated to a charity.

• How much time do I have to collect my order in store?

You have 15 days, the order will be put back on sale, and a purchase voucher will be sent to you by email.

• I purchased an item in store or online and it is defective.

We ask that you contact us as soon as possible and explain the nature of the problem. Depending on the defect, a solution will be offered to the customer, such as a credit note or an exchange.

Please keep your receipts in store, without them we are unable to process your request.

DELIVERY

• When will my order be delivered?

Your orders are shipped from Tuesday to Saturday inclusive between 12:00 and 17:00

• What is the delivery time?

This depends on the shipping method selected. You can check the delivery times for each delivery on the " DELIVERY " tab.

• My order has still not been delivered

Please first contact the carrier to inquire about the location of your package. Depending on the complexity of the issue, please contact us at savlilieclothes@gmail.com to file a claim with the carrier.

• How long does an investigation by the carrier take?

Please allow 15 working days for a response from the carrier.

• What compensation can I receive in the event of serious damage?

It all depends on whether your package was covered. If no insurance was added. A compensation of €25 will be covered by the carrier. ( ONLY ON MONDIAL RELAY)

• What does "damage" mean?

This means that the package is considered lost.

• Can the package arrive despite being placed in damaged condition?

Absolutely, this happens frequently. Your order may reappear after several weeks despite the compensation received. We will contact you immediately when your package is returned to us.

STORE PICKUP

• How long do I have to collect my order?

You have 14 days

• An article is not suitable, what solutions?

You can exchange or return the item on site.

STORE

• How much time do I have to exchange purchases made in store?

You have 8 days. Except for sale items.

• What is the method of reimbursement in store?

An exchange or credit will then be offered to you.

• I no longer have the receipt, how can I exchange it?

This is your proof of purchase, without it we are unable to accept the return of your purchase.

Tip: “take a photo of the receipt”

• How can I pay in store?

With a QR code, or in cash ( pay for your order in cash, and receive -10% on your next purchases )

• When is the store open?

We are open Wednesday, Friday, Saturday between 12:00 and 17:00

• Is the store open on Sundays or public holidays?

We occasionally open on public holidays or during special periods. You can check by following us on our social networks or by subscribing to our newsletters.

• Can we try it on site?

Two cabins are at your disposal