FAQ DE/EU
EU FAQ — German
1. How are the products manufactured?
All by-evelyn products are made to order using a print-on-demand process. We do not keep stock, and each item is produced only after the order is received.
2. Who produces and ships my order?
Orders are fulfilled and shipped by our production partner Contrado, not directly by by-evelyn. Contrado handles production and shipping through their own production sites.
3. How long does production take?
Production times vary depending on the product, but many items are produced and shipped within 1–3 business days. For individual products or during peak times, it may take longer.
4. How long does shipping to Europe take?
Delivery time depends on the destination country, the product, and the chosen shipping method. When available, estimated delivery times will be displayed at checkout.
5. Can I change my delivery address after placing an order?
Please contact us as soon as possible if you need to change your address. Once the order has gone into production or shipping, changes may no longer be possible.
6. Can I cancel my order?
Since each product is custom-made to order, cancellations are only possible before production begins. Once production has started, the order usually cannot be canceled.
7. What happens if my package arrives damaged or incorrect?
If your order arrives damaged, defective, or incorrect, please contact us immediately with your order number and photos of the problem. We will review the case and assist you further.
8. Do you accept returns?
Since our products are individually made to order, returns due to a change of mind, incorrect size selection, or similar reasons are generally not possible. If an item is damaged or incorrect, we can offer a solution.
9. Do you ship to all EU countries?
Shipping options may vary depending on the product and destination country. Available shipping options will be displayed at checkout.
10. Can customs or import fees apply?
Depending on the destination country and local regulations, customs duties, VAT, or import fees may apply. These costs are usually borne by the customer, unless otherwise specified.
--------------------------
EU FAQ — English
1. How are products made?
All by-evelyn products are made to order using a print-on-demand model. We do not hold inventory, and each item is produced only after the order is placed.
2. Who fulfills and ships my order?
Orders are fulfilled by our production partner Contrado, not by by-evelyn directly. They handle production and shipping from their facilities.
3. How long does production take?
Production times vary depending on the item, but many products are produced and shipped within 1–3 business days. Some products may take longer, especially during busy periods.
4. How long does shipping take to Europe?
Shipping times depend on the destination country, product type, and shipping method. Estimated delivery times are shown at checkout when available.
5. Can I change my delivery address after placing an order?
Please contact us as soon as possible if you need to change your address. Once the order has entered production or shipping, changes may no longer be possible.
6. Can I cancel my order?
Because each product is made to order, cancellations are only possible before production begins. After production has started, the order can usually no longer be canceled.
7. What if my order arrives damaged or wrong?
If your order arrives damaged, defective, or incorrect, contact us immediately with your order number and photos. We will review the issue and support you accordingly.
8. Do you accept returns?
As our items are made on demand, returns for change of mind, wrong size selection, or buyer’s remorse are generally not accepted. If the product is damaged or incorrect, a replacement or other solution may be offered.
9. Do you ship to all EU countries?
Shipping availability may depend on the product and destination country. Available shipping options will be displayed at checkout.
10. Are customs or import fees possible?
Depending on the destination country and local regulations, customs duties, VAT, or import fees may apply. These costs are usually the customer’s responsibility unless otherwise stated.