FAQ

FAQ — Frequently Asked Questions

Q: Why haven’t I received an Order Confirmation email?
A:
If you don’t receive an order confirmation within a few minutes of placing your purchase, please check your Spam/Junk folder.
If it’s not there, contact our Customer Service at info@optyon.es.

Q: Are the colours on the site accurate?
A:
We try to display colours as accurately as possible. However, actual product colours may vary slightly due to monitor settings.
For any questions, contact our Customer Service at info@optyon.es.

Q: How much does delivery cost?
A:
Delivery (15–20 business days) is FREE for orders over €90 (before taxes).
For orders below this amount, or if you choose express delivery, shipping costs will vary according to your choice.

Q: How do I track my order?
A:
Log in to your Optyon account and click “My Orders” to view your order status.
A delivery confirmation will be emailed to you within 7 days of the scheduled delivery date.
For any questions, contact Customer Service at info@optyon.es.

Q: Can I cancel my order?
A:
Orders can be cancelled before they are shipped.
To cancel, contact Customer Service at info@optyon.es.
If the order is already prepared for dispatch, a restocking fee or delivery fee may apply.

Q: Can I change the item, colour, or pattern after placing an order?
A:
If you need to make a change, contact Customer Service at info@optyon.es as soon as possible, as orders are processed quickly.
If the item has already been shipped, changes cannot be made. If it hasn’t, we will assist you.

Q: How long will it take for my order to arrive?
A:
Delivery time is split into two parts:

  • Processing time: Order verification, quality check, and packaging. Orders are dispatched from our fulfilment centre within 3–5 business days.

  • Shipping time: Time taken for the item to reach you. International deliveries usually take 10–20 business days. US orders are shipped via e-packet. Delivery times may vary occasionally.

Q: What if I receive the wrong item or an incomplete order?
A:
If you receive incorrect or missing items, contact Customer Service at info@optyon.es, and we will resolve it.

Q: What if my item arrives damaged?
A:
If your item arrives damaged, contact Customer Service at info@optyon.es within 30 days.
We will offer a replacement or partial refund.

Q: Can I return an item if I don’t like it (not damaged)?
A:
If you are not completely satisfied, you can return items within 30 days of delivery.
Customers are responsible for return shipping costs.

Non-returnable items:

  • Custom-made or personalised products

  • Items not in their original condition

Q: How long does it take for a refund to appear on my card?
A:
After we receive the returned items, it takes 3–5 business days to process.
The refund will usually appear on your card within 5–15 business days (excluding weekends and holidays).
If it hasn’t appeared, please contact your bank. For assistance, contact Customer Service at info@optyon.es.