Frequently Asked Questions
TOP ASKED QUESTIONS:
What are your shipping fees?
Our shipping fees are based directly on shipping companies rates calculated by the weight of the item(s) purchased and the shipping destination zip code.
When will my order be shipped?
If an order was placed on Monday through Thursday it will be shipped 24 – 48 hours after the order is confirmed and payment is received. If an order was placed on a Friday prior to 12:00pm PST, the order will be shipped on Monday. You will receive an e-mail confirmation when your order has shipped. Please note, with expedited shipping it will still take 48 hours to process the order before it ships.
What’s the status of my order?
Once an order has shipped, you will receive a shipment confirmation e-mail that will contain your tracking information. Please allow 48 – 72 hours for order confirmation.
Why can’t I select a colour or size combination?
It is possible that the colour or size combination you want is not in stock. For example, we may have your size in stock but not the colour. Or we may have the colour, but not your size. You can e-mail our Customer Service department if what you are looking for is out of stock, and they may be able to let you know when the product will be available.
How do I know that my order has been shipped?
When your order has been shipped, we will send you an e-mail with your tracking number and a link to where you can track it online. Please allow 48 – 72 hours after your order is shipped to receive the confirmation.
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that each order is secure. SSL encrypts transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
Will my credit card be charged immediately?
Yes, your credit card is charged upon completion of your order. When you enter your credit card information on the final review page, we will give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send another e-mail to notify you when your order has been shipped and we have charged your credit card.
Do you have a size chart?
We have size charts for certain products like belts which will show before you make your purchase.
|29 - 31 (inch)||32 - 34 (inch)||36 - 38 (inch)||40 - 42 (inch)||46 - 48 (inch)||50 - 52 (inch)|
Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.
How do I change or cancel an order?
If for any reason you would like to change or cancel your order, please contact customer service or mail us at firstname.lastname@example.org as soon as possible. We will make every effort to accommodate your request. However, please keep in mind our system is designed to fulfil orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process. If you need to make adjustments to your shipping settings we will do our best to accommodate your request.
What are my payment options?
We accept Visa, MasterCard, Discover, and American Express. We also accept Finelaer Goods gift cards.
Are purchases on this website really tax free?
All taxes are governed as per state laws and will be charged or will be allowed tax free as per law.
NEWSLETTER DISCOUNT QUESTIONS:
Where can I find my 15% off promo code from subscribing to the newsletter?
Your 15% off promo code will arrive via email 5-10 minutes after subscribing. If you have not yet received the email within that amount of time, please check your spam folder.
If you are using Gmail please also check the Promotions tab for your promo code.
Why isn’t my promo code working?
Please enter the promo code carefully exactly how it was sent. You can select the code directly from the email and paste it into the field for additional accuracy.
The promo code can only be used once and cannot be combined with any other offers, sales or promotions. If you have already signed up for our newsletter and received a code, you cannot sign up again for a second promo code. If you have already applied one code from another deal or offer, then the 15% off promo code will not be accepted.
If you are still having trouble applying your promo code, please contact Customer Care or mail us at email@example.com
Does the promo code work in stores?
The 15% promo code is applicable online only and cannot be used at our retail stores.
Do you ship to P.O. boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.
If I send my package as a gift, will the recipient receive the invoice?
No. All shipments are sent with a packing slip, which only includes the product in the shipment, dollar amounts are not represented on the packing slip.
Is international shipping available?
At this time, we do not cover shipping, duties, or taxes on international purchases, exchanges, or returns. Please continue to check back with us, as this could change in the future. We appreciate your interest in Finelaer products.
What is your return or exchange policy?
We pride ourselves in making products of the highest quality materials with attention to detail. However, if you are not completely satisfied with your purchase, Finelaer will gladly accept returns on full price product for exchange, store credit or refund within 30 days of purchase. All merchandise returned must be unused, in original condition, tags intact and in original packaging with purchase receipt. Sale merchandise is not eligible for exchange or store credit.
For more information on returns and exchanges please visit Returns & Exchanges.
How do I ship my return or exchange?
Please pack and seal your box securely, in the original package if possible. You should ship your return or exchange package with a carrier who will provide you with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. Finelaer does not accept any package on COD basis.
Where are Finelaer products made?
Finelaer respects worldwide artisans. At Finelaer, we use the best craftsmen to craft our products based on the experience, skills, and machinery available in each of our factories. Many of our products are made in India .¬ Our international factories have specialized machinery as well as technicians and artisans who have used these machines for over 20 – 30 years. We also offer a 100% Lifetime Guarantee, ¬ therefore, we must source and produce our goods globally to ensure the quality fits our promise to our customers. We work with these international factories based on their skills and experience, but also because they are some of the most compliant factories in the world, ¬ ensuring environmental and human rights standards that are at the forefront of industry practices. Our technical team personally travels to various factories on a regular basis to ensure these high standards are being met.
How is your sizing done?
Typically, you should purchase a belt sized one size bigger than your waist size. This means, someone who wears a size 32 in pants typically wears a size 34 belt.
Are there unique variations in each product?
While we always strive for consistency, as with any handmade products, there may be slight and unique variations in each of our goods. From stitching, to snap placements, to embossing patterns, each Finelaer product is unique and is one-of-a-kind, and no two items will be alike.
Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events, and other special announcements. You can also sign up to be a friend of Finelaer on Facebook here
Is my personal and credit card information safe on your website?
Yes. We have taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.