Frequently Asked Questions
General Questions
What is the status of my order?
Once you place your order, we will send you a confirmation email so you can track the status of your order.
Can I change my order?
We can only change orders that have not yet been processed for shipping.
Once your order is in “Preparing for Shipment,” “Shipped,” or “Delivered” status, we can no longer make any changes to your order.
Payment
What payment methods do you accept?
We accept the following two main payment methods:
PayPal: Cairoe primarily uses PayPal to process secure payments. Through PayPal, we accept MasterCard and VISA.
Secure Credit Card Payment: We also accept credit card payments with Visa and Mastercard.
In what currency will I be charged?
All our transactions are processed in EUR. If your credit or debit card uses a different currency, your bank will apply the appropriate conversion rate for your chosen currency, depending on the website you are on.
Do you offer a 3 or 4-installment payment option?
We accept 3-installment payments.
Shipping
Where do you ship to?
We ship worldwide, including Asia, North and Central America, Europe, and Oceania, and offer payment via PayPal and credit card.
How long will it take to ship my order?
Once you place your order, it usually takes 3 to 7 days to process it.
Delivery time depends on the shipping method you choose.
How can I track my package?
Once you place your order, we will send you a confirmation email so you can track the status of your order.
What if I’m not home?
If you are not home, a new delivery will be attempted the next day, or the delivery partner will contact you to arrange a new delivery date, depending on the country and delivery method you have chosen. It may also be that you will need to pick up your package at your local post office if it cannot be delivered to you.
Returns
Do you accept returns?
We accept returns under the following conditions:
- The item must have been purchased from our online shop.
- The item must not have been used in any way.
- The request for a return or exchange must be made within 14 days of delivery.
To request a return, please contact our customer service.
Can I exchange an item?
We accept exchanges under the same conditions as returns.
To request an exchange, please indicate, when preparing your return with our assistance, that you would like to exchange your item for another item.
Are returns free?
To return an item, please contact customer service to obtain a return address. Once you have received the address, securely pack the item in its original packaging and include the proof of purchase.
Returns are free in some cases. If you return an item and the reason for the return is not due to an error on the part of cairoe.com, the return shipping costs will be deducted from your refund.
How long does it take to process a return?
Returns are confirmed within 14 days of the package arriving at our warehouse.
Once your return has been accepted, the refund, exchange, or store credit will be processed within 14 days of the return being accepted by our service.