order
Having trouble completing your purchase? Having trouble adding items to your cart? Contact us by phone at 04 91 89 86 10, and a customer service representative will assist you in finalizing your order. This is usually a temporary technical issue.
You can change your order as long as it hasn't been prepared and shipped. To do so, contact us via the contact form, and a HYRAW customer service representative will guide you through the process.
You can cancel your order if it hasn't been prepared or shipped. To do so, contact us via the contact form, and a HYRAW customer service representative will guide you through the process.
Lors de l’expédition de votre commande, vous recevez par e-mail un numéro de suivi fourni par le service Colissimo de la Poste. Si vous souhaitez avoir plus de précisions quant à l’envoi, vous pouvez nous contacter via la rubrique « Contact » en nous laissant votre numéro de client et de commande. Notre équipe se fera un plaisir de vous contacter par e-mail ou téléphone dans les plus brefs délais. Les commandes sont livrées dans un délai de 2 à 4 jours ouvrés en France métropolitaine, hors éventuel problème d’expédition lié à la Poste.
Une fois votre commande finalisée, vous allez recevoir 3 e-mails :
♦ Un e-mail de confirmation de commande pour confirmer que nous avons bien reçu votre commande.
♦ Un e-mail d’expédition qui contient le code de suivi de commande.
♦ Un e-mail de livraison de la commande pour confirmer que le colis a bien été livré.
Quelques minutes après avoir reçu votre commande, nous vous enverrons un e-mail de confirmation qui comprend votre numéro de commande. Si vous ne trouvez pas votre e-mail de confirmation, vérifiez vos spams. Si vous utilisez Gmail, vérifiez le dossier Promotions. Si vous venez de faire votre achat, sachez que l’envoi de l’e-mail de confirmation peut prendre jusqu’à 5 minutes. S’il y a une faute d’orthographe dans l’adresse e-mail que vous nous avez donnée, nous ne pourrons pas vous envoyer d’e-mail. Cependant, votre commande sera tout de même traitée normalement.
account
En tant qu’adhérent à la CNIL, HYRAW respecte l’entière confidentialité de vos données personnelles. Concrètement, cela signifie que les informations que vous êtes amené à communiquer sur le site ne seront pas diffusées, cédées, ou vendues à un tiers.
If you are unable to log in to your customer account, please contact us via the contact form, specifying your email address so that a customer service representative can resolve this issue.
Occasionally, this type of email may end up in your spam folder. We encourage you to check your spam folder. If the email is not there, please contact our HYRAW customer service representatives using the contact form so they can verify your customer account information.
Payment
Oui, notre site est entièrement sécurisé au niveau du paiement par la banque LCL, notre partenaire bancaire. Nous adhérons à la CNIL, et respectons la confidentialité de vos informations personnelles.
You will be charged as soon as you have confirmed your order on our website.
We accept payment by Carte Bleue, securely processed through the LCL bank website, as well as payment via the Paypal application.
If your order has been cancelled because your payment was refused, we invite you to contact your bank directly to verify that you have sufficient funds.
Delivery
HYRAW.COM offers the following delivery options:
- Home delivery via Colissimo with signature required for mainland France.
- International delivery via Colissimo for the rest of the world.
- Delivery to a pickup point.
- Pick-up at our warehouse from 9:00 AM to 6:00 PM at 221 Chemin de la Cride – ZAC les Piélettes – 13740 LE ROVE, France.
Shipping costs are always displayed when you confirm your order. HYRAW offers free shipping to pickup points for all orders over €120 within mainland France. This amount is €150 for deliveries to Europe. Shipping costs are not waived for French overseas departments and territories (DOM-TOM) or for international destinations outside of Europe.
We forward your order to our preparation team as soon as it is validated, and we hand your package over to the post office in the early afternoon so that it can be delivered to you as quickly as possible. Therefore, all orders are prepared the same day and shipped the next day, except on Saturdays, Sundays, and public holidays, and unless your payment is not validated: we wait for validation of your credit card order by LCL bank before shipping it.
Our team places great importance on the speed of processing your order. HYRAW is committed to preparing your package within 24 hours and uses the "Colissimo 48h" service from La Poste (the French postal service). Generally, your order will arrive within:
• 2 to 4 business days for Metropolitan France.
• 4 to 6 business days for Europe or Switzerland.
• 10 to 15 business days for French Overseas Departments and Territories (DOM-TOM).
• 10 to 15 business days for international orders.
As soon as your parcel is shipped, you will receive an email containing your tracking number. You can then track your parcel's delivery at https://www.laposte.fr/outils/suivre-vos-envois. You can also access the delivery status of your current order at any time in the "Orders" section by logging into your personal account on the HYRAW.COM store.
If you are not home when the mail carrier or delivery person calls, a delivery notice will be left in your mailbox. This notice indicates the date and time of the attempted delivery, as well as the post office where you can pick up your package. You must go to the indicated post office with the delivery notice left by the mail carrier and a piece of identification to collect your package.
In most cases, this is due to a typo when you entered your phone number during checkout: therefore, you cannot receive a notification. Please contact us via the contact form or by phone at +33 4 91 89 86 10. We will then check the status of your package on the postal service's tracking platform to ensure it has arrived at the Pickup Point you selected when placing your order on HYRAW.COM.
For deliveries to a Pickup Point, if the parcel is not claimed within the timeframe specified by the La Poste Colissimo service (14 calendar days for a Pickup Point or post office, or 5 calendar days for a Pickup locker), it is automatically returned to us. You will then be responsible for new delivery charges for resending your order.
returns
Your right of withdrawal allows you to return your order within 14 days of receiving it at home or collecting the package. Send the merchandise to us via Colissimo tracked mail. Please note: returns via Chronopost are not accepted. The item(s) must be returned in new condition, in their original packaging, accompanied by the invoice and a letter expressly stating your wish to be refunded, to the following address:
HYRAW DESIGN ZAC des Piélettes – 221 Chemin de la Cride. CS 90003 – 13 740 Le Rove Cedex – France
Return shipping costs are the responsibility of the sender. The returned item(s) will be refunded to the customer via the original payment method (credit card or PayPal), or in the form of a voucher valid only on our website, within a maximum of 30 days of receipt by HYRAW. No washed product can be returned and refunded (except in exceptional circumstances at the discretion of HYRAW.COM, such as in the case of a proven defect in the product).
In this case, the €6 return shipping fee remains your responsibility. Send the merchandise to us via tracked Colissimo mail, including:
- A written explanation of your return, indicating whether you would like a product exchange, a voucher valid only on our website for a future order, or a refund.
- Your order confirmation with your choice of payment method for the return shipping fee on the back by checking the corresponding box: "I authorize Hyraw design to debit €6 from the bank card used for the initial order." or "I am sending €6 via PayPal to the address: contact@hyraw.com".
The processing time for exchanges and returns is approximately 2 to 4 business days for mainland France, 4 to 6 business days for Europe and Switzerland, 10 to 15 business days for French overseas departments and territories (DOM-TOM), and 10 to 15 business days for international orders, starting from the date of receipt of the returned or exchanged products. In accordance with the general terms and conditions of sale, only items returned in their original packaging will be accepted. Consequently, returns of damaged, washed, and/or worn products will be refused.
You did not receive the size you ordered, you did not receive the product you ordered, or it arrived damaged. In this case, HYRAW.COM will cover your return shipping costs as well as the reshipping costs. Simply contact our customer service department to report the issue:
• either by email at sav@hyraw.com
• or by phone at +33 4 91 89 86 10
Loyalty program
We have implemented a points system to thank HYRAW customers for their loyalty to our website. It works on the following principle: €1 spent = 1 loyalty point (based on the amount excluding VAT and shipping costs). This applies to all products sold on the site, whether they are on sale or not. Each order generates a number of loyalty points valid for one year. When you have accumulated enough points, a selection of products eligible for gifts will be offered to you in the "Loyalty Points" section of your shopping cart during your next order. Simply choose the item you are interested in by clicking on it to add it to your cart for free, and then complete your order. You also have the option of ordering an eligible product as a gift without needing to order anything else; however, you will have to pay the shipping costs for sending your free item.
The balance and validity of your loyalty points can be viewed at any time in your customer area, under the heading "My loyalty points".
Loyalty points accumulated during the purchase of this item will be automatically cancelled when the refund or credit request is validated and taken into account.
Referral program
Earn €10 by referring a friend!
- Log in to our website.
- Click on "My Account" > "Refer a Friend."
- Copy the code and give it to your friends. They will then receive a €10 discount when they enter the code during checkout on their first order.
- You will then receive a code allowing you to get €10 off your next order. Please note, you must have placed at least one order to become a referrer. It's your turn!
Still haven't found the answer you're looking for?
Ask our customer service team your question, and we'll get back to you as soon as possible.