FAQ

PRODUCT

Do you sell products without rhinestones?
Yes, some items are without rhinestones, please select No rhinestones.

 

Will out of stock items be available?
Yes, we do restock main colours if there is a demand. Contact us by sending a description of the product or send us a message on Instagram

 

Can you customise products to my acquired rhinestone colour?

Not at the moment, but more colours will be availble soon, subscribe for more information. 

 

Registering an account?
When registering an account it gives you an opportunity to create a wish list, order history with registered address and gives you the opportunity to opt-in to our newsletter to hear about new products. Customena will not pass on your details to any other companies or organisations and will only use your email to send you the newsletters. You can also unsubscribe at any time. For full details read our Our Privacy Policy

 

How do I opt-out of the Newsletter?
To opt-out of our email newsletter, click on this link ‘Unsubscribe’ .

 

 

 

ORDER

What type of payments do you take?
PayPal, Paypal accepts Visa, Visa Electron, MasterCard and Switch/Maestro debit and credit cards. You do not need a PayPal account to make a purchase. Please use the guest option.

 

Is the website secure?
Yes, the website is secure, please ensure you have an anti virus program on your computer or mobile and always check https:// is at the the begin of the web browser.

 

Are my card details stored in your system?
No, your card details are not stored the system. You will need to enter your card details each time you purchase from us.

 

Can the item be shipped to a different address?
You must enter your billing address when placing your order. Your delivery address must be entered at the time of purchase, and only this address the item will be sent.

EU and Worldwide shipping will be coming soon, when sending products, you may find that your delivery charges will defer depending on country. You may have to pay a custom charge which is mandatory and is out of our control.

 

My order is unsuccessful?
Make sure you enter your card details correctly enter them exactly as presented on the card. Other reasons: Card expired, Card not authorized by the issuing bank, address not successfully verified etc.

Please note that we use fraud screening software to identify and stop fraudulent purchases.

 

What happens if an item I order is not in stock?
If in any error Customena will notify you by email and offer an alternative product or a full refund.

 

I’ve forgotten my username and/or password?
Go to My Account , “forgotten password” tool which will email you a reminder.

 

 

 

SHIPPING

How much is delivery? 
£3.99 2nd class recorded. You will also be able to calculate the delivery cost in checkout. 

 

How long does it take for my goods to arrive? 

Standard delivery is between 2-5 days 

Please check completion time, some items will be ready for dispatch

 

 

Can I track the status of my delivery?
No, all deliveries are signed for, someone will have to be present at the address to collect your parcel.

 

Can I change or cancel an order once it’s been placed?
Once an order is placed online or via email, work will commence within 3 hours. Customena cannot guarantee any amendments to colour or cancel orders once they have been placed.

 

Where is my order reference number?
Your order number will be on the confirmation page when you place your order, as well as on the Order Confirmation Email. You may also log into your account  where you will be able to locate the order number.

 

How do I contact you if I have a problem?

Returns: Under Customer Service please click on ‘Product Return’

Queries: Under Customer Service please click on ‘Contact Us’

 

REFUND

How do I return my order?

Click on this link 

 

Can I exchange my item?

Yes, you can exchange the item for another size within 14 days

 

How do I return items?

Simply send the items you wish to return to Customena, 27 Gloucester Rd, London, WC1N 3AX

 

How do I return a defective or faulty product?

If your item is defective or faulty and it's been more than 30days, contact us

Most defective or faukty products can be returned within one year of the delivery date.