Free delivery from 150€ purchase

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Shipping within 24/48 hours!

Frequently Asked Questions

Your question is about:

Order

Can’t complete your purchase? Can’t put the products in your cart ? Contact us by phone at +33(0)4 91 89 86 10 , a customer representative will accompany you for the finalization of your order.
This is usually a temporary technical problem.

You can change your order as long as it has not been prepared and shipped. To do this, contact us via the contact form, a HYRAW customer representative will tell you how to proceed.

You can cancel your order if it has not been prepared or shipped. To do this, contact us via the contact form, a HYRAW customer representative will tell you how to proceed.

When your order is shipped, you will receive by e-mail a tracking number provided by the Colissimo Post services.

If you want to have more details about the shipment, you can contact us via the «Contact» section by leaving us your customer and order number. Our team will be happy to contact you by email or phone as soon as possible.

Orders are delivered within 5 to 7 working days in Europe, 7 to 10 days to other countries, excluding any shipping problem related to the Post Office.

Once your order is finalized, you will receive 3 emails:

  • • An order confirmation email to confirm that we have received your order.
  • • A shipping email that contains the order tracking code.
  • • An order delivery email to confirm that the package has been delivered.

A few minutes after receiving your order, we will send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam. If you’re using Gmail, check the Promotions folder.

If you have just made your purchase, please note that the confirmation email can take up to 5 minutes to send.

If there is a spelling error in the email address you gave us, we will not be able to send you an email. However, your order will still be processed normally.

Account

As a member of the CNIL, HYRAW respects the confidentiality of your personal data. In concrete terms, this means that the information you provide on the site will not be distributed, transferred, or sold to a third party.

If you are unable to log in to your customer account, we invite you to contact us via the contact form by specifying your email address so that a customer representative can solve this problem.

Sometimes this type of email arrives in your spam folder. We invite you to consult your spam box. If the e-mail in question is not there, contact our HYRAW Customer Service Representatives via the contact form so that they can check your customer account details.

Payment

Yes, our site is completely secure in terms of payment by the bank LCL, our banking partner. We adhere to the CNIL, and respect the confidentiality of your personal information.

You will be charged as soon as you have validated your order on our site.

We accept the payment method by credit card, secured via the website of the bank LCL, but also the payment by the Paypal application.

If your order has been cancelled because your payment has been refused, please contact your bank directly to verify that you have sufficient funds.

Delivery

HYRAW.COM offers the following delivery methods:

  • • Delivery in Colissimo home with signature for metropolitan France.
  • • Delivery in Coli International Post for the rest of the world.
  • • Delivery in relay points.
  • • Collection at the depot from monday to Friday – 09:00 to 18:00 at 221 Chemin de la Cride – ZAC les Piélettes – 13740 LE ROVE – France

Delivery costs are always indicated at the time of confirmation of your order.

HYRAW offers you a total exemption from shipping costs for any order over 120 € to France.

This amount is set at 150€ for deliveries to Europe. No exemption of delivery costs for overseas territories and abroad outside Europe.

We send your order to our preparation teams as soon as it is validated and we deliver your package to the post office in the early afternoon so that it is delivered to you as soon as possible.

All orders are prepared the same day and shipped the next day, except Saturdays, Sundays and holidays, and unless your payment is not validated: we wait for the validation by the bank LCL of your order by credit card before shipping.

Our team attaches great importance to the speed of processing your order. HYRAW is committed to preparing your package within 24/48 hours.

Typically, an order will arrive within:

  • • 2 to 4 working days for metropolitan France.
  • • 4 to 6 working days for Europe or Switzerland
  • • 10 to 15 working days for DOM-TOM
  • • 10 to 15 working days for world

As soon as your package is shipped, an email with your tracking number is sent to you.

You can track the delivery of your package on https://www.laposte.fr/outils/suivre-vos-envois

You can also access the delivery status of your current order at any time in the «Orders» section by logging into your personal area of the HYRAW.COM.

If you are not at home when the letter carrier or delivery person passes by, a notice is left in your mailbox.

This card indicates the time and day of passage as well as the post office where you can collect the package.

You must go to the post office indicated with the card of passage deposited by the postman and an identity document to withdraw it.

In most cases, this is a typing error when you have entered your phone number when completing your order: you cannot receive a notification.

We invite you to contact us via the contact form or by phone at +33(0)4 91 89 86 10, we will then check the status of your package on the Swiss Post tracking platform to ensure that it has arrived at the Relay Point specified during your order on HYRAW.COM.

Return

Your right of withdrawal allows you to return your order to us within 14 days of receipt at home or collection of the package.

Send us the goods by post.
Please note: returns via Chronopost are not accepted.

The item(s) must be returned in new condition, in their original packaging, accompanied by the invoice and a letter expressly stating the wish to be refunded, to the following address:

HYRAW DESIGN
ZAC des Piélettes – 221 Chemin de la Cride.
CS 90003 – 13 740 Le Rove Cedex – France

The return costs will be borne by the sender.

The returned item or items will be refunded to the customer by the means of payment used during the purchase (credit card or Paypal), or in the form of a voucher valid only on our site, within a maximum of 30 days from their receipt by HYRAW.

No washed product can be returned and refunded (unless exceptionally appreciated by HYRAW.COM as in the case of a proven defect on the product).

In this case, he amount of the return shipping fee of 6 euros remains at your expense. .

Send us the goods by post including:

  • • The explanation of your return on free paper indicating if you want a product exchange, a voucher valid only on our site for a future order ou a refund.
  • • Your order form with on the back your choice for the payment of the forwarding costs by ticking the corresponding box: «I authorize Hyraw design to debit 6 euros from the bank card used for the initial order.» or “I send 6 euros via Paypal to: [email protected]”.

The processing time of exchanges and returns is about 2 to 4 working days for metropolitan France, 4 to 6 working days for Europe or Switzerland, 10 to 15 working days for the overseas departmentsTOM, 10 to 15 working days for International upon receipt of products in return or exchange. In accordance with the terms and conditions of sale, only items returned in their original packaging will be accepted. Consequently, returns of damaged, washed and/or worn products will be refused.

You have not received the requested size, you have not received the requested product or it is damaged.

In this case, HYRAW.COM covers your return costs as well as the reshipping costs.

Simply contact our after-sales service to report the anomaly:

Fidelity

We have set up a points system to thank HYRAW customers for their loyalty on our site.

It works on the following principle: 1 euro spent = 1 loyalty point.

This principle applies to all products sold on the site, whether they are on sale or not.

Each order generates a number of loyalty points valid for 1 year.

When you have reached the number of points sufficient, a selection of products eligible for gifts will be offered in the box «Loyalty Points» of your basket during your next order. Simply choose the item that interests you by clicking on it to add it to your cart for free, and finalize your order.

You also have the possibility to order an eligible product as a gift without needing to order something else, however you will have to pay the shipping costs for sending your item offered.

The balance and validity of your loyalty points can be viewed at any time in your customer area, under the heading «My loyalty points».

Loyalty points earned when purchasing this item will be automatically cancelled when the refund or credit request is validated and taken into account.

Sponsorship

Earn 10€ by sponsoring a person!

1. Register or log in to our website
2. Click in the My account > Refer a friend section
3. Copy the code and give it to your friends. They will then benefit from a 10 euro discount by entering the code when validating their first order.
4. You will then receive a code allowing you to benefit from a 10 euro discount on your next order.
Up to you !

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