FAQ
Where do you ship from?
We ship our items from two countries:
- Most of the items are shipped from our partnered warehouses located in the USA.
- Some of the items (marked as “Handmade in Ukraine”) are crafted from our original workshop located in Ukraine.
So, please expect your items to be shipped separately (if you order more than one item), as different items may be stored in different warehouses and even in different countries and continents. Please, check our Shipping policy for more details.
Do you ship internationally?
For the moment, we are shipping orders inside the USA. We working hard to integrate international shipment to SAFONA on-line shop. If you want us to ship outside the USA, please, leave us a note on Contact Us page containing a link for the product you wish, and your shipping address. We will check, if we can ship an item to your location based on case-by-case basis.
How can I place an order?
After placing the desired items in your basket, you can complete your order by clicking the «Checkout» button. This will take you to the checkout process, where you will then need to enter your billing and shipping details.
What happens after my order has been placed?
After the payment has successfully completed, you will receive an order confirmation email (please be sure to check your spam folder if it is not in your inbox). Then we will get your order packed and ready to be shipped, this may take 1-3 business days. Finally, once your order has been shipped, you will receive a shipping confirmation email with your tracking number included.
How long are shipping times?
Your products will ship within one to three days of your order, and then take up to two weeks to reach your doorstep.
What's your return policy?
Please, see our Refund Policy. Instead of returning items, you can contact us for a full refund. Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a photo, and we’ll give you your money back in full. Then, if possible, you can donate your product to a local charity or recycle it.
Can I cancel my order?
Cancelations are possible if you do not receive your package within the timeframe set in the Shipping Policy. Sometimes orders get sent out before we can process the cancelation. So if you cancel your order but still receive the package, then please go ahead and do one of three things: recycle it, donate it, or enjoy it.
What happens if I receive the wrong item?
If there’s an issue with your order -- if it’s the wrong size, wrong color or defective -- then notify us, and we’ll give you a refund, or we will provide you with the right item. You won’t be asked to ship the product back to us or to pay extra for the exchange.
Do you offer exchanges?
We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know and we will try to settle any problems.
I can't place an order. What should I do?
If you're experiencing problems in the checkout process, please make sure to try the following actions:
- Try with another browser or device
- Clear cache
- Empty the cookies in the browser that you are using
These steps will generally solve these kinds of issues. However, If you're still experiencing difficulties at checkout, please contact our customer support team.
What to do if I am having payment issues?
If you experience a problem when paying with a credit or debit card at the checkout, we recommend you to try following actions:
- Use another browser or device
.- Make sure that your card is open for international payments
- Try another credit/debit card or contact your bank
If you're still unable to make payment, please contact our customer support team at Contact us page.
Where is my order confirmation email/shipping confirmation email?
An order confirmation email will be sent out to your nominated email address after purchase, while the shipping confirmation email will generally take 12-48 hours. Please make sure to check your spam folders if you do not see these emails in your inbox. If you still cannot see these emails, please contact our customer support team at Contact us page.