FAQ

 

What’s the status of my order? How do I track it?

Once you place your order you will receive a confirmation email. You will receive another email with tracking information once your order has shipped. 

We ship worldwide via DHL and once an item has left our warehouse it takes 5-9 business days to arrive, depending on where you are located. Express shipping can be chosen for an additional fee, which will take 2-3 business days. In a rare instance and depending on your country, it may be held up in customs, but this is beyond our control.

 

How much is shipping?

We offer worldwide shipping via DHL for a flat fee of $20 USD. Expedited shipping can be chosen at checkout for an additional fee. 

 

What if my order is damaged when it arrives?

We work hard to inspect your item before it gets shipped out but if for any reason there is damage as a result of shipping, please email customercare@evrile.com with photos and we will fix this issue for you. 

 

Do you have overnight or express shipping?

We have expedited shipping available for an additional fee. Please pick your option at the checkout page. Additional shipping costs are non-refundable.

 

Do you ship worldwide?

Yes! We ship worldwide via DHL. For our flat rate shipping of $10, estimated delivery time is 5-8 business days.

 

Will I have to pay any taxes or duties? 

International orders may be subject to the duties, taxes and fees of the destination country. These fees are the customer’s responsibility and will be charged and collected by the shipping provider. These fees must be paid to release your package from customs.

 

Customers who reject the fees associated with the international shipping, and therefore reject the package, will be responsible for the customs fees and shipping charges both ways. The package will be returned to EVRILE and these fees will be deducted from your refund.

 

For more country specific information on duties and fees, please contact your local customs office. EVRILE has no control over any taxes or duties. Any duties upon receipt are the responsibility of the customer. 

 

Can you ship to a P.O. box?

No, we cannot ship to P.O. boxes at this time.

 

Do you have any bags that can be personalized?

Not at this time, but please subscribe to our email updates to get notified when we have monograming services.

 

What is your return policy and how do I return an order?

We accept returns or exchanges for items in new condition, unused, unaltered, and damage free, by the customer who purchased the product, within 30 days from the time your product arrives.

 

To refund or exchange your order, please email: customercare@evrile.com for further instruction and we will send you a form to complete to get the process started.

 

Please note that shipping costs or duties will not be refunded, only the cost of the product. After 30 days, we are unable to process refunds or exchanges. 

 

Items must be returned with original tags intact and attached, with packing slip, and inside the dust bag. Items, including: product, tags, and dust bag, should not have any stains, tears, or evidence of wear.

 

All shipping costs associated with returns are at the expense of the customer.

 

Once your return is received at our warehouse, it will be processed in 5-7 business days. Credits are processed upon successful inspection of return. Please allow up to two billing statements for the return to credit to appear on your credit card statement.

 

Please note EVRILE is not responsible for goods lost when being shipped back to us. Please use a reputable shipper and keep tracking information handy.

 

What happens if my bag breaks? Do you have a warranty?

All our products come with a one year warranty. Within one year of purchase, in the case your bag breaks please email customercare@evrile.com and we will fix the issue for you.

 

Why does the color of my bag look slightly different than the photo on your site?

Each EVRILE bag is handmade and in small quantities, by local artisans in the Philippines, not mass produced in large factories. The sacks, when washed and processed, sometimes can have different variations in the way the link fades. The genuine leather is tanned for EVRILE also has slight color variations per batch. Each bag is of limited edition, as you can see on your bag tag.

 

Do you have sales, discounts, or promotions?

Please subscribe to our email updates to be notified of any promotions. Though we do not have a formal customer loyalty program at this time, the first group to be notified of any sales are our previous customers and those signed up to our email community. 

 

Do you have a wholesale program?

If you are retailer and would like to be a stockiest, please email carolyn@evrile.com to be notified when this program is launched.

 

What kind of payment do you accept?

We accept all major credit cards. 

 

How can I contact customer support?

Please email customercare@evrile.com. Our support team is based in Manila, Philippines, and replies Monday - Saturday. 

 

 

 

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