Frequently Asked Questions (FAQ)

Welcome to Eyaana!

We want your shopping experience to be simple, safe, and convenient. Below, you will find answers to some of the most frequently asked questions about our products, orders, payments, shipping, and returns.

If you need further assistance, please contact our customer support team.

1. About Eyaana

What is Eyaana?

Eyaana is an online shopping store offering a selection of products chosen to bring convenience, style, and value to your everyday life. We aim to provide a smooth shopping experience, reliable service, and helpful customer support.

Are the products shown on your website available to purchase?

Product availability may change from time to time. If a product is available to add to your cart and proceed to checkout, you can generally place an order for it. If an item becomes unavailable, we will provide relevant information where possible.

How can I contact Eyaana?

You can contact us using the email address or other contact details listed on our Contact Us page. When asking about an existing order, please include your order number so we can assist you more efficiently.

2. Placing an Order

How do I place an order?

Choose the product you wish to purchase, select any available options, and add it to your cart. Proceed to checkout, enter your shipping details, select an available payment method, and complete your order.

You should receive an order confirmation through the communication channel provided at checkout.

Can I change my order after placing it?

Please contact us as soon as possible if you need to change your order. We will try to help, but changes to products, quantities, or delivery addresses may not be possible once the order has entered processing or shipping.

Can I cancel my order?

You may request cancellation by contacting our customer support team as soon as possible. Cancellation depends on the order's processing status and our applicable policies. Orders that have already been dispatched may not be eligible for cancellation.

I have not received my order confirmation. What should I do?

First, check your email inbox, spam, or junk folder. Also confirm that you entered the correct email address or phone number. If you still cannot find your confirmation, contact us with your name, order details, and approximate order date.

3. Payments

What payment methods do you accept?

Available payment methods are displayed at checkout. Depending on your location and eligibility, these may include supported debit or credit cards, online payment services, or Cash on Delivery (COD).

Is it safe to pay on your website?

We use Shopify and the payment methods made available through our store to help process orders securely. Payment processing may be handled by third-party payment providers, subject to their applicable terms and privacy practices.

Please never share your password, one-time password (OTP), or full payment credentials with anyone claiming to represent Eyaana.

Is Cash on Delivery available?

Cash on Delivery is available only if it appears as an option at checkout for your order and delivery location. Availability may depend on the product, order value, courier service, and other eligibility requirements.

What should I do if my payment fails?

Check whether your bank or payment provider has approved the transaction and confirm that your payment details are correct. You can try again using another available payment method.

If money has been deducted but your order was not confirmed, contact us and your payment provider with the transaction details. Please do not share your OTP or password.

4. Shipping and Delivery

How long will my order take to arrive?

Delivery times depend on the product, delivery address, courier service, and order processing requirements. Please refer to our Shipping Policy or the delivery estimate displayed at checkout for the applicable timeframe.

How much does shipping cost?

Any applicable shipping charges will be displayed at checkout before you complete your purchase. Free shipping may be available on selected products, qualifying orders, or promotional offers.

How can I track my order?

If tracking is available, we will share the tracking details after your order has been dispatched. Please allow some time for the courier's tracking information to become active.

Why has my tracking information not been updated?

Tracking updates may take time to appear as the courier receives and scans your package. If the tracking status remains unchanged for several business days or your delivery appears delayed, contact us for assistance.

What if I am not available when my order arrives?

The courier may contact you or attempt delivery again, depending on its procedures. Please ensure that your phone number and delivery address are correct and that someone can receive the package when required.

Can I change my shipping address?

Contact us immediately if you notice an incorrect address. We will try to update it if the order has not already been processed or dispatched, but changes cannot be guaranteed.

5. Returns, Refunds, and Exchanges

Can I return a product?

Returns are handled according to our Refund and Return Policy. Eligibility depends on the product, its condition, the reason for the return, and applicable legal requirements. Please review the policy before submitting a return request.

What should I do if I receive a damaged or incorrect product?

Please contact our customer support team as soon as possible and provide your order number, a description of the issue, and photographs of the product or packaging where helpful. We will review the details and guide you through the next steps.

How long does a refund take?

Once a refund is approved, the time it takes to reach you may depend on the original payment method, payment provider, bank, and applicable processing procedures. We will share any relevant information about the refund process when your request is reviewed.

Can I exchange a product?

Exchanges depend on product availability and our Refund and Return Policy. Please contact us before sending an item back so we can confirm the applicable process.

Can I return an item purchased during a sale?

Sale items are subject to the return conditions described in our Refund and Return Policy and any applicable consumer protection laws. Please review the policy or contact us if you need clarification.

6. Products and Product Information

Will the product look exactly like the photographs?

We aim to display accurate product images and descriptions. However, colors and appearances may vary slightly due to lighting, photography, and screen settings. Please review the product description and specifications before placing your order.

What should I do if a product is out of stock?

If a product is unavailable, check back later or contact us to ask whether restocking information is available. We cannot guarantee a specific restock date unless one has been confirmed.

Where can I find product details and specifications?

Please check the relevant product page for descriptions, images, available sizes or variants, specifications, and other information provided for that item. If you require additional information before purchasing, contact our support team.

7. Discounts and Promotions

How do I use a discount code?

Enter your valid discount code in the designated discount code field at checkout and apply it before completing your purchase. Check that the discount appears in your order summary before paying.

Why is my discount code not working?

The code may have expired, may not apply to the products in your cart, or may be subject to minimum purchase requirements or other conditions. Review the promotion's terms and check for typing errors.

Can I use more than one discount code?

Discount codes generally cannot be combined unless the relevant promotion explicitly allows it. The available discount will be shown at checkout.

8. Privacy and Customer Support

How does Eyaana use my personal information?

We use relevant information to process orders, arrange deliveries, handle payments, provide customer support, and operate our store. For more details about how personal information is collected and used, please read our Privacy Policy.

How can I get help with an existing order?

Contact us using the details on our Contact Us page and include your order number, the email address or phone number used at checkout, and a description of your question. Do not include passwords, OTPs, or complete payment card details.

When will I receive a response from customer support?

We aim to respond to customer inquiries as soon as reasonably possible. Response times may vary during weekends, public holidays, and busy periods.

Still Have Questions?

We are here to help!

If you cannot find the answer you need, please visit our Contact Us page and send us your question. Our team will do its best to assist you with your shopping experience at Eyaana.

Thank you for choosing Eyaana. We appreciate your trust and support!