FREQUENTLY ASKED QUESTIONS
Can I cancel my order after I placed it?
If you’ve changed your mind about your order, it is possible to cancel on the same day, before we have dispatched it. Please contact us immediately at email@example.com com with your order number.
Can I change an item in my order after I placed it?
Unfortunately, we are unable to change orders once they are finalized, however, we can still cancel it so you can place it again with the correct items. Please contact our customer service team at firstname.lastname@example.org, and don’t forget to include your order number.
I’ve received a faulty item in my order. What should I do?
In case you have received an item that is not in perfect condition, contact us as soon as possible so we can take care of the issue. Our customers are our utmost priority, so we are happy to help. Please send us an email to support@ andreeva-online.com with your order number and please describe the problem. An attached picture would be very much appreciated.
I want to customize my order. For example make dress shorter or slimmer. Can I?
We can customize all Exclusive Handmade Knit styles just contact us at email@example.com with request customization. We do not charge extra cost for customization. You will need to ship back item or we will send new one with your customization request. Unfortunately, we don't do customization on Sale items.
How can I pay on the ANDREEVA website?
In our online store you can use the following payment types: PayPal, pay by credit card or ApplePay. Your payment information is safe with us, all transactions are secure and encrypted. We never store your credit card information.
I forgot to add a billing address to my order. How do I add one?
Please email our customer service team at firstname.lastname@example.org Please don’t forget to include your order number and the billing address you wish to add to the invoice.
In which currencies can I place my order?
The default currency in our website is US Dollar, but you can alter the displayed currency to other currencies in the header, however you will be charged in US Dollar Currency conversion fees might be added to your payment based on your bank’s policies, please make sure to contact your bank for further information. We are unable to cover these extra costs.
I’ve received an email that my order might be fraudulent. Why?
Our website fulfillment system automatically reviews all orders based on different factors. The reason your order is reported fraudulent by our system might be that your address is not recognized if you place your order from a different country to where your credit card was issued, or some other IP address related issue, that we are not aware of. If you’ve received an email from us, just please confirm your order, and we’ll proceed with your purchase.
3. PROMOS AND DISCOUNTS
I’m a new customer. Can I get a discount on my order?
We offer a one time 15% discount for new customers, all you need to do is just subscribe to our newsletter. Once you’ve subscribed, you need to confirm your email address, and then you’ll receive the coupon code that you can use at checkout. The Promotional code doesn't combine with any other sale items.
My coupon code doesn’t work. How can I apply it?
Please make sure to copy and paste the code just as you’ve received it, as the code is case sensitive, and please check you haven’t added an unnecessary space. If you still experience issues with applying the code, please contact us at email@example.com
Please note that we are unable to apply the code after you’ve placed your order!
Can I use more than one promo code at checkout?
No, you can only use one coupon code at a time.
Do you offer a wholesale discount?
If you are interested in becoming a wholesale partner of ANDREEVA please contact our sales team at firstname.lastname@example.org
How much does shipping cost?
You can find our detailed shipping policy here . We offer 1-2 day fee shipping in USA and Ukraine, 3-5 business days worldwide and more.
Which courier company do you ship with?
Currently, we ship via UPS (worldwide) and DHL 2-3 day express shipping.
How long does it take to dispatch my order?
We dispatch orders within 1-2 business day. Our distribution center does not dispatch orders on Saturday or Sunday. Our aim is to fulfill your order in the time scale indicated above, however, we cannot take responsibility if the delivery time is longer than indicated.
Same Exclusive Handmade Knit styles may take take up to week to ship.
How long does it take to receive my order after it is dispatched?
Within the USA and in Ukraine orders are usually delivered the next 3-5 days once it’s dispatched. Orders outside of the USA usually take 3-5 business days to arrive. Delivery times are indicated from the day when the shipping has been confirmed by ANDREEVA. In some cases shipping can take more time depend where is shipping and where we ship the order.
If item is not available in US we will ship from our warehouse in Europe and it may take extra time for shipping.
How can I track my order?
Once your order is dispatched, you receive an email notification, which contains a link for tracking your order. You can also visit UPS website, all you need is the tracking number we have provided.
Can I have my order delivered to a PO box address?
Unfortunately, we do not ship to PO boxes.
Do I need to sign for my order?
Yes, some parcels need to be signed for.
I haven’t received my order within the indicated delivery time frame, what happened to it?
Although we make all reasonable efforts to ensure that your order is delivered within a specified time period, we cannot take responsibility for late deliveries due to circumstances outside of our control. Our customer service team will do their best to inform you of any unexpected delays.
If you have problems tracking your order, please contact our Customer Service Team via our support e-mail: email@example.com
5. RETURNS AND REFUNDS
What is your return policy?
Currently, we offer free returns to our customers on full priced items, but for some items we still charge for return shipping.
You can request a refund on your order within fourteen (14) days of receiving it without reasoning. If you would like to request such a refund please express this to us to our customer care email address firstname.lastname@example.org within the fourteen (14) day window or do to return/exchange page.
The return shipping cost $8-$12 will be deducted from your return. Also, we always love to hear our customers’ feedback, so if you feel like sharing some thoughts on the ordered products, we’d love that.
Can I return a sale item?
Sure, if the ordered item is not perfect for you, you can return it. In case of sale items, we are unable to provide a free return label, the return shipping cost will be deducted from your refund.
If item marked as Finale Sale you can not return it or exchange.
How long does it take for my refund to be processed?
If the return is approved, your refund will be processed in the same way as the original method of payment was made, within fourteen (14) days from receiving the returned item. We shall refund the original price that you have paid for when purchasing it.
I would like to return an item. What should I do?
To return an order, please contact our Customer Service Team via email@example.com or go to return/exchange page, please include your order number and which items you’d like to return, so they can provide all the necessary information, and give you a return number.
How does your Returns service work?
We send a return label via email (no print label needed. Just show return shipping code at any UPS location and they will print it for you for free of charge) with every order. If you’d like to return your order, just follow the instructions our Customer Service Team has provided.
I really love the product I’ve received, but I need it in a smaller size. Can I exchange it?
Sure, in case we have the desired size in stock. You can return any item for a direct exchange within fourteen (14) days of receiving your original order, without reasoning. Any item returned exceeding the fourteen (14) day return deadline is not be eligible for an exchange.
If you wish to do a direct exchange for the same product in another size or color, please contact our Customer Service Team via email at firstname.lastname@example.org or visit return/exchange page, and send your item back.
Can I change my ordered product to a different ANDREEVA piece?
If you’ve received an item that is not the one for you, you can return it using our free returns service. Exchanges are only applicable to the same item in a different size or color. So in this case, you need to place a new order for the other piece you’d like to receive instead.
I’ve recently returned an item. Do you refund the delivery charges?
The return shipping cost $8-$12 will be deducted from your return.
6. PRODUCTS AND STOCK
I’m not sure about which size to choose. Can you help me?
Sure, if you have any questions regarding the sizing and fit of our items, we are happy to help! You can find the size chart on the product’s page right below the list of available sizes. Also, in the product description we list every important detail regarding each garment.
If you are still not sure which size to choose, feel free to contact our customer service team via email at email@example.com
Where can I find the care instructions for your garments?
On the product’s page we list the care instructions for each garment. Also, you can find this information on the inside label of our products. Please make sure to handle each product according to the care instructions so you can enjoy your ANDREEVA pieces for a long time.
The item I’d like to purchase is out of stock in my size. Will there be a restock?
We are sorry to hear that, but in this case, you can subscribe to the waitlist of the product in your size on the product’s page. If you do so, once we get it back in stock, you’ll be notified immediately via email. However we cannot promise it will come back.
7. TECHNICAL ISSUES
I’ve tried to place an order but my payment is rejected, can you help?
In this case, please contact your credit card provider or contact PayPal directly, hopefully they will be able to sort this problem out as soon as possible.
I haven’t received any confirmation of my order.
Once our system received your order, you get a confirmation email about the details of your order. Also, we notify you once it’s dispatched, in this email we send you the tracking of your order as well, so you can track the parcel.
If you haven’t received any emails within an hour - please make sure to check your spam folder too - then please contact our customer service team about the status of your order via email at firstname.lastname@example.org
I can’t log in to my account.
First of all, please make sure that you try to sign in with the right email address, and that you typed your password correctly. If you forgot your password, just click on the “Forgot your password?” button, and you can reset your password.
If you experience further issues with logging in, please contact us via email at email@example.com
How can I unsubscribe from your newsletter?
We are sad to see you leave! You can unsubscribe from our newsletter.
Do I need to create an account to place my order?
No, it’s not necessary to create an account, you can place your order as a guest.
8. CONTACT AND CUSTOMER CARE
How can I contact ANDREEVA customer service?
For information about products, orders, returns & exchanges and all online support, please feel free to contact us at firstname.lastname@example.org.
Support operation times are from Monday to Friday 9am - 7pm Eastern European Time and Pacific Time.
Our commitment is to respond to all inquiries within two business days. Please note that we only speak English and Russian, so please contact us in one of these languages.
How long does it take to customer service to answer my inquiry?
We respond to all inquiries within two business days, however, our customer service team is about to make sure to respond as soon as possible.
Where is your store located?
Our flagship store is located in Kiev, Ukraine.
25 L'va Tolstogo street
How can I contact your sales team?
Please send all international wholesale inquiries to our sales team directly to email@example.com
How can I contact your PR team?
For press related inquiries please contact: firstname.lastname@example.org