FAQs

Frequently Asked Questions (FAQs)

Ordering

  • Q: How do I place an order? A: Simply browse our website Tashova, select the items you wish to purchase, add them to your cart, and proceed to checkout. Follow the on-screen instructions to provide your shipping details and payment information.   

  • Q: Can I change or cancel my order after placing it? A: You can request to cancel your order before it has been shipped. Please contact our customer service immediately at support@tashova.com with your order number. If the order has already shipped, you will need to follow our return procedure once you receive the item. Changes to orders may not be possible once placed, but please contact us, and we'll do our best to help.

  • Q: How do I know my order was successful? A: Once your order is successfully placed, you will be redirected to an order confirmation page on our website. You will also receive an order confirmation email with the details of your purchase.

Payment

  • Q: What payment methods do you accept? A: We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay for a secure and convenient checkout experience. (Ensure this list is accurate for your setup)

  • Q: Is my payment information secure? A: Yes, your security is our priority. All transactions on our website are encrypted using advanced SSL (Secure Socket Layer) technology. We adhere to high security standards to protect your personal and payment information.

  • Q: Will I be charged VAT or sales tax? A: Applicable taxes are calculated based on your shipping destination and the items ordered. The final price, including any taxes, will be displayed at checkout before you complete your purchase.

Shipping & Delivery

  • Q: Where do you ship to? A: We ship worldwide.

  • Q: How much does shipping cost? A: We offer free shipping on all orders worldwide. (Based on the shipping policy draft - confirm this is correct)

  • Q: How long will it take to receive my order? A: Orders are typically processed within 1-2 business days. Once shipped, transit time is estimated at 5-7 business days. You can expect your order to arrive within a total of 6-9 business days. Please note that these are estimates and can vary due to factors like location and customs processing.

  • Q: How can I track my order? A: Once your order ships, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also track your order directly on our website via our tracking portal:

    Tracking: Click here to track your order.

    We ship mostly via DHL.

     

  • Q: What should I do if my order hasn't arrived? A: If your order hasn't arrived within the estimated timeframe, please check the tracking information first. If the tracking hasn't updated or you need assistance, contact our customer service at support@tashova.com with your order number, and we will investigate the issue.

  • Q: Do I need to pay customs fees or import duties? A: (Crucial - Provide a clear answer based on your policy! Example answers below - choose/adapt one)

    • Orders shipped internationally may be subject to import duties, taxes, and customs processing fees, which are levied once the package reaches your country. These charges are the responsibility of the recipient. Please check with your local customs office for more information.   

Returns & Refunds

  • Q: What is the return policy? A: You can return items within 30 days of the delivery date for a refund, provided the items are unused, undamaged, and in their original packaging with all tags attached. Please note that custom/personalized items and hygiene products (like socks or underwear, unless unopened/unused) cannot be returned.

  • Q: How do I return an item? A: To initiate a return, please contact our customer service at support@tashova.com with your order number and the reason for the return. We will provide you with detailed instructions and the return address (Diepenbrocklaan 74 Rotterdam 3055WC).

  • Q: Who pays for return shipping? A: If you are returning an item due to a change of mind, wrong size (customer error), or similar reasons (customer remorse), you will be responsible for the return shipping costs. If the return is due to a defective, damaged, or incorrect item sent by us, Tashova will cover the return shipping costs.

  • Q: What if I received a damaged or incorrect item? A: We apologize for the inconvenience! Please contact our customer service at support@tashova.com within 48 hours of receiving the item. Include your order number and photos of the damage or the incorrect item. We will arrange for a return (at our cost) and send a replacement or issue a full refund.

  • Q: How long does it take to get a refund? A: Once we receive and inspect your returned item, we will process your refund within 7 business days. The refund will be issued to your original payment method. You will receive an email confirmation once the refund is processed. 

Contact

  • Q: How can I contact customer service? A: You can reach us via:

  • Q: What are your customer service hours? A: Our customer service team is available Monday to Friday, from 9:00 AM to 5:00 PM (CET/CEST - Netherlands time). We aim to respond to inquiries within 48 hours.