{"id":25968,"date":"2023-07-05T14:26:17","date_gmt":"2023-07-05T12:26:17","guid":{"rendered":"https:\/\/hyraw.com\/\/faq\/"},"modified":"2026-02-26T14:23:07","modified_gmt":"2026-02-26T13:23:07","slug":"faq","status":"publish","type":"page","link":"https:\/\/hyraw.com\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\n
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Frequently Asked Questions<\/h1>\n\n\n\n

Your question is about:<\/h4>\n<\/div><\/div>\n\n\n
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\n \n Order\n <\/a>\n \n Account\n <\/a>\n \n Payment\n <\/a>\n \n Delivery\n <\/a>\n \n Return\n <\/a>\n \n Fidelity\n <\/a>\n \n Sponsorship\n <\/a>\n <\/div>\n
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\n Order\n <\/h2>\n
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\n \n ▾\n <\/span>\n \n I cannot complete my order\n <\/span>\n <\/p>\n

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\n Can\u2019t complete your purchase? Can\u2019t 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.\r\nThis is usually a temporary technical problem.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n Can I change the order I made ?\n <\/span>\n <\/p>\n

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\n 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n Can I cancel my order?\n <\/span>\n <\/p>\n

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\n 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n What can I do if the products I ordered have not yet arrived ?\n <\/span>\n <\/p>\n

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\n When your order is shipped, you will receive by e-mail a tracking number provided by the Colissimo Post services.\r\n\r\nIf you want to have more details about the shipment, you can contact us via the \u00abContact\u00bb 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.\r\n\r\nOrders 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n What emails will I receive about my order ?\n <\/span>\n <\/p>\n

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\n Once your order is finalized, you will receive 3 emails:\r\n\r\n\u2022 An order confirmation email to confirm that we have received your order.\r\n\u2022 A shipping email that contains the order tracking code.\r\n\u2022 An order delivery email to confirm that the package has been delivered.\r\n ♦ Un e-mail de livraison de la commande pour confirmer que le colis a bien \u00e9t\u00e9 livr\u00e9.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n Where can I find my order number ?\n <\/span>\n <\/p>\n

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\n A few minutes after receiving your order, we will send you a confirmation email that includes your order number. If you can\u2019t find your confirmation email, check your spam. If you\u2019re using Gmail, check the Promotions folder.\r\n\r\nIf you have just made your purchase, please note that the confirmation email can take up to 5 minutes to send.\r\n\r\nIf 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.\n <\/p>\n <\/div>\n

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\n Account\n <\/h2>\n
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\n \n ▾\n <\/span>\n \n What do you do with my personal information ?\n <\/span>\n <\/p>\n

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\n 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n I can\u2019t access my account\n <\/span>\n <\/p>\n

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\n 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n I have not received a confirmation email for my order and\/or my customer account\n <\/span>\n <\/p>\n

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\n 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.\n <\/p>\n <\/div>\n

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\n Payment\n <\/h2>\n
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\n \n ▾\n <\/span>\n \n Is the HYRAW site secure ?\n <\/span>\n <\/p>\n

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\n 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n When will I be charged ?\n <\/span>\n <\/p>\n

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\n You will be charged as soon as you have validated your order on our site.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n What are the payment methods accepted by your site ?\n <\/span>\n <\/p>\n

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\n We accept the payment method by credit card, secured via the website of the bank LCL, but also the payment by the Paypal application.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n My payment has been refused\n <\/span>\n <\/p>\n

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\n If your order has been cancelled because your payment has been refused, please contact your bank directly to verify that you have sufficient funds.\n <\/p>\n <\/div>\n

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\n Delivery\n <\/h2>\n
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\n \n ▾\n <\/span>\n \n What are the possible delivery methods on HYRAW.COM ?\n <\/span>\n <\/p>\n

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\n HYRAW.COM offers the following delivery methods:\r\n\r\n\u2022 Delivery in Colissimo home with signature for metropolitan France.\r\n\u2022 Delivery in Coli International Post for the rest of the world.\r\n\u2022 Delivery in relay points.\r\n\u2022 Collection at the depot from monday to Friday \u2013 09:00 to 18:00 at 221 Chemin de la Cride \u2013 ZAC les Pi\u00e9lettes \u2013 13740 LE ROVE \u2013 France\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n What are the shipping costs ?\n <\/span>\n <\/p>\n

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\n Delivery costs are always indicated at the time of confirmation of your order.\r\n\r\nHYRAW offers you a total exemption from shipping costs for any order over 120 \u20ac to France.\r\n\r\nThis amount is set at 150\u20ac for deliveries to Europe. No exemption of delivery costs for overseas territories and abroad outside Europe.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n When is my package shipped ?\n <\/span>\n <\/p>\n

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\n 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.\r\n\r\nAll 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n How long will it take for my order to arrive at my home ?\n <\/span>\n <\/p>\n

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\n Our team attaches great importance to the speed of processing your order. HYRAW is committed to preparing your package within 24\/48 hours.\r\n\r\nTypically, an order will arrive within:\r\n\r\n\u2022 2 to 4 working days for metropolitan France.\r\n\u2022 4 to 6 working days for Europe or Switzerland\r\n\u2022 10 to 15 working days for DOM-TOM\r\n\u2022 10 to 15 working days for world\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n How do I know where my package is ?\n <\/span>\n <\/p>\n

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\n As soon as your package is shipped, an email with your tracking number is sent to you.\r\n\r\nYou can track the delivery of your package on https:\/\/www.laposte.fr\/outils\/suivre-vos-envois\r\n\r\nYou can also access the delivery status of your current order at any time in the \u00abOrders\u00bb section by logging into your personal area of the HYRAW.COM.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n What happens if I am not home at the time of delivery ?\n <\/span>\n <\/p>\n

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\n If you are not at home when the letter carrier or delivery person passes by, a notice is left in your mailbox.\r\n\r\nThis card indicates the time and day of passage as well as the post office where you can collect the package.\r\n\r\nYou must go to the post office indicated with the card of passage deposited by the postman and an identity document to withdraw it.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n I have chosen a Relay point delivery but I still have not received a notification inviting me to pick up my package ?\n <\/span>\n <\/p>\n

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\n In most cases, this is a typing error when you have entered your phone number when completing your order: you cannot receive a notification.\r\n\r\nWe 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n I chose delivery to a Relay Point but I was unable to collect my package in time?\n <\/span>\n <\/p>\n

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\n When delivered to a Relay Point, if the package is not claimed within the time limits specified by the La Poste Colissimo service (14 calendar days for a Pickup relay and post office, or 5 calendar days for a Pickup deposit), this is automatically returned to us. New delivery costs will then be your responsibility for returning your order.\n <\/p>\n <\/div>\n

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\n Return\n <\/h2>\n
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\n \n ▾\n <\/span>\n \n I have changed my mind and I wish to return the item or items ordered and received\n <\/span>\n <\/p>\n

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\n Your right of withdrawal allows you to return your order to us within 14 days of receipt at home or collection of the package.\r\n\r\nSend us the goods by Tracked Package.\r\n\r\nThe 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:\r\n\r\nHYRAW DESIGN\r\nZAC des Pi\u00e9lettes \u2013 221 Chemin de la Cride.\r\nCS 90003 \u2013 13 740 Le Rove Cedex \u2013 France\r\n\r\nThe return costs will be borne by the sender.\r\n\r\nThe 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.\r\n\r\nNo washed product can be returned and refunded (unless exceptionally appreciated by HYRAW.COM as in the case of a proven defect on the product).\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n I made a mistake when choosing the size or product\n <\/span>\n <\/p>\n

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\n In this case, he amount of the return shipping fee of 6 euros remains at your expense. .\r\n\r\nSend us the goods by Tracked Package including:\r\n\r\nThe explanation of your return on free paper indicating if you want a product exchange or a refund.\r\nYour order form with on the back your choice for the payment of the forwarding costs by ticking the corresponding box: \u00abI authorize Hyraw Design to debit 6 euros from the bank card used for the initial order.\u00bb or \u201cI send 6 euros via Paypal to: contact@hyraw.com\u201d.\r\n \r\nThe 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.\n <\/p>\n <\/div>\n

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\n \n ▾\n <\/span>\n \n We made a mistake in preparing your order\n <\/span>\n <\/p>\n

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\n You have not received the requested size, you have not received the requested product or it is damaged.\r\n\r\nIn this case, HYRAW.COM covers your return costs as well as the reshipping costs.\r\n\r\nSimply contact our after-sales service to report the anomaly:\r\n\r\nby e-mail at sav@hyraw.com\r\nor by phone +33 ( 0)4 91 89 86 10\r\n\r\nIl vous suffit de contacter notre SAV pour signaler l\u2019anomalie : \u2028