FREQUENTLY ASKED QUESTIONS
HERE YOU WILL FIND ANSWERS TO FREQUENTLY ASKED QUESTIONS ABOUT OUR ONLINE SHOP AND THE PROCESSING OF YOUR ORDER
WHAT IS DELIVERY TIME?
Your package will be shipped after payment on the same business day for all orders placed before 13:00 and the next day for all orders placed after 13:00. All orders are shipped from Mauritius, Indian Ocean. The delivery times are indicated below :
express parcel 24 to 48 hours
standard package 3 to 5 days
Rodrigues & Reunion Island :
express parcel 48 to 72 hours
standard package 6 to 12 days
express parcel 3 to 6 days
standard package 12 to 24 days
(Saturday, Sunday and public holidays are not included in the calculation of the delivery time. In case of force majeure, Nina Del Sol cannot be held responsible for late delivery)
IS A TRACKING NUMBER SENT?
Yes, we will send you a tracking number by email as soon as your package is processed by our shipping department.
WHAT WILL BE EXPENSES OF DELIVERY?
For Maurice and Rodrigues, express delivery is free from 75€ of order and standard delivery free for any purchase.
Maurice and Rodrigues : express package 5,90€ (250,00Rs) standard package free
Worldwide : express package 17,90€
Free from 150€ purchase
HOW DO I RETURN AN ITEM?
We take great care to prepare and ship all orders. If despite all our involvement, your order does not give you satisfaction, you have a right of withdrawal of 14 calendar days from the receipt of your items.
To return your order to ninadelsol.com, you must :
- Contact customer service through our contact form to request a return indicating the order number.
- If it is possible to return your order, you will receive a return label by email. You will then have 7 days to return your item by mail. If your item has not been returned within this period, the return will be cancelled.
- Once your return has been received, we will send you a new e-mail to confirm its receipt and the validation of the exchange or refund.
UNDER WHAT CONDITIONS CAN I EXCHANGE AN ITEM?
Exchanges can only be made to change size. If you would like a different colour for your item, please return it and make a new purchase. The items exchanged must have the same product number, and your exchange must be returned in accordance with our return conditions.
To exchange your order on ninadelsol.com, you must :
- Define the size you want and check that it is available on the site.
- Contact customer service through our contact form to request an exchange as soon as you receive your item.
- If it is possible to exchange your order, you will receive an exchange label by email. You will then have 7 days to return your item to us. If your item has not been returned within this time, the exchange will be cancelled and your item will be returned to you by standard mail.
- Once your exchange has been received, we will send you the replacement item(s) free of charge using our standard shipping service. You will also receive a new email to confirm the shipment and your tracking number.
CAN I CANCEL MY ORDER ?
To cancel an order you must contact customer service through our contact form. If your order is not yet processed by our delivery service, it may be cancelled immediately. If not, you must return it to us for a refund.
+ WHAT ARE THE CONDITIONS FOR BEING REIMBURSED?
- Returns are accepted within 14 days of receipt of the product.
- Returns must be returned by post at your expense.
- The item must be in new condition with its original packaging.
- The original labels must always be attached to the clothes. They must not have been worn, stained or cleaned.
We are not responsible for lost or damaged returns. We recommend that you send the returned article with a tracking number.
WHEN AND HOW WILL I BE REIMBURSED?
Refunds of payments made are made within a maximum of 30 days after receipt of your request and the items to be refunded. Refunds will be made using the same method of payment as the original transaction unless otherwise requested.
WHAT ARE THE ACCEPTED PAYMENT METHODS ?
The accepted payment methods are :
- Bank transfers
- Credit cards – Visa, MasterCard and American Express.
- The “Juice”; application of the MCB (Mauritius Commercial Bank)
IS IT SAFE TO PAY ONLINE ?
Payment methods on ninadelsol.com are 100% secure
- All transactions are secured and encrypted (only visible to you) by an SSL certificate.
- Our online store is hosted on the secure e-commerce platform Woocommerce
- We do not store any data relating to your payment card.
If you have any questions, suggestions or comments, please do not hesitate to contact us using our contact form.