FAQ
Contact
How can I get in touch with you?
You can reach our customer service team via email at hey@felyra.store. We aim to respond as quickly as possible. Please note: we do not provide support through Instagram or Facebook DMs. To avoid delays, kindly send only one email per request.
Customer service hours:
Monday – Friday, 09:00 – 17:00 (CET).
Payments
Which payment methods do you accept?
We offer several secure payment options at checkout:
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PayPal – You will be redirected to log in to your PayPal account or create a new one. You can then choose PayPal Credit, direct debit, or credit card. Once payment is confirmed, we will process your order immediately.
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Credit & Debit Cards – We accept VISA, MasterCard, American Express.
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Other secure options – Apple Pay, Google Pay, and Shop Pay are also available for your convenience.
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iDEAL – Customers from the Netherlands can pay quickly and securely via iDEAL.
Shipping
How long does delivery take?
Orders usually arrive within 8–12 business days. For more details, see our [Shipping page].
When will my order be shipped?
Most orders are processed and shipped within 1–3 business days. Please note that we do not ship on weekends or holidays.
Where can I find my order details?
Once your order has been shipped, you will receive a confirmation email with tracking information. Didn’t receive an email? Please check your spam folder and add hey@felyra.store to your safe sender list.
Can I change my delivery address after placing an order?
For security reasons, we are unable to redirect packages once they have been dispatched.
What happens if my package is lost?
Lost packages are very rare. If your order does not arrive, please contact the carrier directly with your tracking number. While FELYRA is not responsible for shipping errors or lost parcels, our team will do its best to support you.
Will my shipping costs be refunded if I return an item?
Unfortunately, we cannot refund shipping fees, duties, or taxes incurred during delivery. Please see our [Returns page] for full details.
Orders
Why was my order canceled?
If your order has been canceled, please contact us via email so we can investigate the issue and help you as quickly as possible.
Can I cancel my order after placing it?
Orders can be canceled before they are shipped. Once your package has left our warehouse, we are unable to cancel it. If you’d like to cancel, please contact us immediately.
I ordered the wrong item/size. Can I edit my order?
If your order hasn’t shipped yet, reach out to us as soon as possible and we’ll try to make changes. Once an order has been dispatched, we cannot edit it.
Order Tracking
How do I check the status of my order?
Once your order is shipped, you will receive a tracking link via email. You can also visit our [Track Your Order] page and enter your order number, email, or phone number.
Why are there no tracking details yet?
Tracking information may take up to 72 hours to update after your order has been dispatched. If you don’t see updates after this period, please contact our customer service team.
Returns
I’d like to return my purchase. How does it work?
We want you to be fully satisfied with your purchase. If you wish to return an item, please review our [Return Policy] page for detailed instructions on how to proceed.