Orders received before 12.00 noon Mon-Fri are usually dispatched the next day. Generally you should receive your order within 7 days to Mainland UK and 10-14 days to Rest of World. During busy periods such as Sale time, Valentines, Mother’s Day, Eid and Christmas, please allow an additional 1-2 days for dispatch.
Can I track my order?
We will send you an email to confirm that your order has been dispatched. This will contain a tracking number to allow you to track your delivery directly with the courier. Please note it can take up to 24 hours for the courier website to update with your delivery details. If you are not able to track your order, please contact our Team on email@example.com
How will you deliver my order?
We use Royal Mail Tracked Service. All parcels dispatched via Royal Mail will be delivered Monday to Saturday. Royal Mail will require a signature upon delivery. Please kindly ensure that there will be someone to sign for the parcel at the delivery address. Unfortunately, we cannot ship to P.O addresses.
Where do you ship?
We currently ship to the UK, EU US, Australia and Canada. We're hoping to expand to other countries in the future.
I am missing an item from my order/ I have received the wrong item
Please accept our apologies for any inconvenience this may have caused. Please contact our Team on firstname.lastname@example.org who will investigate and advise of resolution. For more information, please see Deliveries and Returns.
I have received a faulty item
Please accept our apologies for any inconvenience this may have caused. Please take a picture within 24 hours of receipt of the item and send to email@example.com This is to enable us perform the proper investigation and to advise you on how to return or exchange the item.
Can I cancel or amend my order?
Unfortunately, due to the speed of dispatch, we are unable to cancel or amend orders after they have been placed but you can still return for a refund or exchange items within 30 days. Please see Returns for information on how to request an exchange or refund.
Tax and duty outside the UK
The taxes and duties you are charged is dependent on your country's de minimis value and how the local customs assess any duty or tax on your shipment. Any duties on international deliveries will be billed directly to you.
PAYMENT and INFORMATION SECURITY
What payment methods can I use?
We currently accept all major credit and debit cards. However, we regret that we are unable to accept Electron, Diners Club, or Discover Card.
Is it safe to use my credit card online?
We use a secure server when transmitting your card details and our only store is hosted by the Shopify platform . This means that your personal information is encrypted. Your card details are not stored on our website.
Is my personal information kept private?
Yes. We consider the information you choose to share with us personal and confidential. All information provided by you will be treated securely and in accordance with the Data Protection Act 1998.
Will you bombard me with marketing mail?
No. We do from time to time have new items in the collection or events. If you do not wish to receive any communication from us, simply untick the marketing or let us know at firstname.lastname@example.org
How do I care for my silk and silk blend products?
As with other "finished" fabrics, the silk or any silk blends should not be worn and treated with care. The finish can snag, so try to avoid any contact with any abrasive surfaces. It is typical of silk and silk blends that, when dry cleaned, lightening or even darkening of the colour may occur, therefore we do recommend you follow the care label instruction. We hope you understand that we cannot assume responsibility for the eventual deterioration, natural wear and tear or mishandling of the product.
What is the best way to store my pashmina or dresses?
There are many ways to store your pashmina. The best is likely to be on a hanger, inside a wardrobe or cupboard. It can also be folded and placed in a drawer or on a shelf in a wardrobe. Our products use mainly natural fibre which means they are prone to moth damage. We recommend you source a quality moth repellent as part of the storage.
Are the colours on the website accurate?
We use a professional studio to photograph our products which means the colours are as accurate as they can be. But all computer monitors vary slightly in the way they display colour. Another factor to consider is the light used when looking at your pashmina when you receive it. Our baseline is natural daylight. It might look different under electric lights.
Are your pashminas washable?
Our manufacturer recommends delicate dry cleaning only so as not to shrink the silk fibres or damage the embroidery work. However, we have had feedback from customers who say that they have successfully washed their pashminas by hand using a cold or lukewarm wash.
We wish you years of enjoyment using our products and look forward to serving you in the future.
Athaena Bride and Athaena London 2019 All Rights Reserved