FAQS

Pre Order model

How it Work Pay in 3
How Does Pre Order Businees Model Done?
If ir Pre -Order when i will receive my Order ?
How can i track My order?

What is PreOrdering model?

A pre-ordered product is actually offering an item for sale on MANOLA's website that is not in stock at the moment, but that will be in stock at a specified date. With our on-demand production model, you first tell us which models you want and then we start manufacturing them. This way, we help minimize overproduction in fashion. We produce more items you like and few you don't like. As we produce in small batches, it allows us to work with better quality material. Good for the planet, good for you :) The same high quality and luxury design now available at a lower price. Don't miss your chance, prices go up (20% off during pre campaign | 10% Off during production)

When the Shipping will be done?

- Shipping date is specified in the product page.

- If you added two items in PRE ORDER with different shipping dates. As we are commited with sustainability we will be shipping all your products together when the latest PRE-ORDER date starts.

If you would like to receive your products in each shipping date product, we please ask you to make your orders by separate.

- If you added an item IN STOCK and one item under PRE-ORDER, as we are commited with sustainability we will be shipping all your products together when the PRE-ORDER date starts.

If you would like to receive your products IN STOCK in 1-3 business days, we please ask you to make your orders by separate: one order for your PRE-ORDER items and a second order with your IN STOCK items.

Can I change the card I used to order?

Your second and third payment will be automatically taken from the card you entered at checkout. If you need to change your payment card, simply log into the Klarna app, go to your Pay in 3 order, select “Change card” and add your new card details.

How it works pay in 3

Pay in 3 will allow you to distribute the value of your purchase in 3 installments. Each installment will be automatically charged from the debit or credit card that you registered at checkout. The first installment is charged when the merchant confirms your order, followed by the second and third installments, which will be charged 30 and 60 days later, respectively.

What is Pre Ordering?

A pre-ordered product is actually offering an item for sale on MANOLA's website that is not in stock at the moment, but that will be in stock at a specified date.
With our on-demand production model, you first tell us which models you want and then we start manufacturing them. This way, we help minimize overproduction in fashion. We produce more items you like and few you don't like. As we produce in small batches, it allows us to work with better quality material. Good for the planet, good for you :)
The same high quality and luxury design now available at a lower price. Don't miss your chance, prices go up (20% off during pre campaign | 10% Off during production)

How does Pre Order business model work?

1. Pre Order campaign: 3 weeks with limited time offers (20% OFF)

2. Once campaign is over, we start production, 6 weeks (keep shopping with 10% OFF)

3. Product in your hands :)

4. Product full price without discount (so don't miss your chance before cheeky)

If I Pre Order, when will I receive my items?

This depends on when you place your pre-order. In the product page you will find the shipping date. Good things take time and you know it.

What if the size I purchased doesn’t fit me?

With on-demand, we produce a few extra pairs to have a minimum availability for every size. The worst that can happen is that the size you need is sold out and you have to choose another model..

Can I return my ITEMS, if I Pre Order them?

Yes, of course! You can return your item exactly as you would after placing a conventional order.

Is Pre Order the same as On Demand?

They are two pieces of the same puzzle. Pre-order refers to how you shop and on-demand refers to how we produce. Together these actions make up our business model.

Can I cancel my Pre-Order?

Yes! You can cancel your pre-order until 7 days before shipping starts (ONLY FOR PRE-ORDER PRODUCTS).

Orders

How it Work Pay in 3
How Does Pre Order Businees Model Done?
If ir Pre -Order when i will receive my Order ?
How can i track My order?

How Can I know if my order is processed correctly?

Thank you for your purchase at MANOLA! Shortly after placing your order, you will receive a confirmation email that includes your order number and a summary of the products you have purchased.

If you have not received your order confirmation email 24 hours after making the purchase, it is most likely that there was an error in the email address entered. In any case, please contact our Customer Service team through this form to resolve your problem.

Please note that orders are shipped 1-2 business days after purchase, except for orders placed over the weekend or holidays (except if the product is in Pre-Order Stage). In those cases, orders are processed during the next business day. As soon as your order has been shipped, you will receive an email notification along with the information necessary to track your order.

How can I use my coupon code?

You can enter the promotional code (make sure you write it exactly as it appears) before confirming the order and making the payment. Only one promo code can be used at a time.

These codes will not apply to discounted products, unless otherwise specified.

How can I track my orders?

Access the shipping confirmation email to track your order and check the delivery status. Normally, this redirects you through a link to the website of the transport company, where you can see the status of your order updated.

** If you have not received this email, please check your spam folder. If it is not there, please contact our Customer Service team through our contact form.

If an article is sold out, when can I purchase it?

We are sorry that the item you want is out of stock.

The best way to stay up-to-date on desired items is by using the "Notify me when back in stock" feature that appears for each size of each out-of-stock product. If you select this feature, we will send you an email notification if the product is back in stock or returned by another customer.

I have a problem with my order.. What can I do?

Do not worry. For issues related to a purchase, for example: order status, changes in the delivery address, errors when placing the order, wrong products, defective items, partial deliveries, etc., please use our contact form so that we can help you.

Please note that once your order has left our warehouse, we cannot guarantee a change of delivery address should you wish to do so. Only if the change is requested and processed before your order has been shipped is it possible to make a change to the delivery address.

Payment

How it Work Pay in 3
How Does Pre Order Businees Model Done?
If ir Pre -Order when i will receive my Order ?
How can i track My order?

What payment method do you accept?

We currently accept the following payment methods on our website: - Visa

- Mastercard

- American Express

- Teacher

- Google Pay

- PayPal Express Checkout

- Shopify Payments

- Amazon Pay

- SPEI- Cryptocurrencies

- Postpone me

- iDEAL (Mollie)

- SOFORT Banking (Mollie)

- KBC / CBC Payment Button (Mollie)

- Giropay (Mollie)

- ING Home'Pay (Mollie)

- Cartes Bancaires (Mollie)

- CompraPago (Oxxo, 7Eleven, ..)

Shipping Info

How it Work Pay in 3
How Does Pre Order Businees Model Done?
If ir Pre -Order when i will receive my Order ?
How can i track My order?

Do I Have To Pay Duties (Customs Fee) When I Receive My Package?

If the delivery address is in a country outside the European Union, you automatically become an importer. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. MANOLA will not be made responsible for the payment of these costs. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. UK due to Brexit does not belong anymore to European Union. UK orders under 135 GBP shipping is free and no need to pay customs

In case you decide not to comply with the payments of said tariffs and reject the package, this will incur in a penalty fee of 50€ (from the costs of returning the goods to origin) that MANOLA will subtract from your refund.

Do you ship worldwide?

Yes, of course! All our inventory is stored in our warehouse in Barcelona (Spain) and can be shipped worldwide. * No matter where you are, we will make sure you receive your MANOLA products in time to enjoy them.

* Due to border restrictions, this does not include Russia.

**IMPORTANT: Please note that if the delivery address is in a country outside the EU, you automatically become an importer. This means that your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the payment of duties and taxes. MANOLA will not be made responsible for the payment of these costs.

In case you decide not to comply with the payments of said tariffs and reject the package, this will incur in a penalty fee of 80€ (for the costs of returning the goods to origin) that MANOLA will subtract from your refund.

Do you offer free shipping?

Yes, we offer free shipping for orders above 140€

How long is shipping gonna take? How much does it cost?

We have shipping options available for every budget.

STANDARD SHIPPING: Orders within the EU typically arrive within 2 to 4 business days after being shipped.

EXPRESS SHIPPING: Orders within the EU usually arrive 1 to 2 business days after being shipped. International orders (outside the European Union) usually arrive within 1 to 3 business days after they have been shipped.

In any case, the prices applied to these shipping options vary depending on the destination of the package. The easiest way to find out the exact cost of shipping is to simulate a purchase on our website.

Occasionally some orders are delayed by customs, which can lengthen delivery time. If this happens, get in touch with us through our contact form.

NOTE that In case of a Pre Order product, product will be shipped in Express Shipping mode once production is over. (Shipping information in the product page)

Returns

How it Work Pay in 3
How Does Pre Order Businees Model Done?
If ir Pre -Order when i will receive my Order ?
How can i track My order?

How does the policy of returns work?

To ensure we can process your return successfully, please review the following requirements when returning your package:

- The return request must be made within a period of 15 days after receiving the order

- Changes are only possible using Store Credit

- Items must be unworn and in their original condition, and labels and stamps must not have been removed

- The packaging / box must be the original and must be in perfect condition *

- For the shipping return you will have to use both the protective box and inside the personalized box MANOLA.

- Do not attach labels or tape to the box / packaging *

-Download the return form and place it inside the package: Link

- Use the protector packaging box to adhere the return label

- Drop off the package at the nearest UPS Access Point OR Post Office associated to the prepaid return label.

* If the packaging requirements are not met, a 5 € penalty will be deducted from your balance.

Request the return through this Link

WE DO NOT REFUND SHIPPING CHARGES (OR CUSTOMS CHARGES) IN ANY CASE.

If you have the right to free returns and you have problems with the prepaid label or you encounter a problem sending the package, please contact us before paying the shipping costs. In case of paying for the shipment of the package, we will not cover the costs because we have an established process for free returns in your country.

Do you offer free returns?

Of course! We offer free returns to exchange size, colour, model in Spain *, the European Union **, the United States, Canada and Australia (15 days since you received your order)

Refunds are allowed for 15 days since you received your order.

** Does not include: Albania, Andorra, Bosnia and Herzegovina, Cyprus, Croatia, Gibraltar, Iceland, Kosovo, Liechtenstein, Macedonia, Malta, Monaco, Montenegro, Norway, San Marino, Serbia, Switzerland, Turkey.

How can I return an item?

Please make sure you comply with the general requirements (return policy) to return your package.

Request the return through this Link

Please note that there are several steps in the return process. After your items are received in our warehouse, they have to go through an inspection for approval of the return, and once approved, they are re-entered into the system.

If the return is approved, the refund is processed automatically based on your selection: Store Credit, Exchange or payment method. Once the procedure is completed, you will receive a refund confirmation email.

Refunds are generally processed within one week of receipt of returned items. In some cases, especially during the summer when the volume of purchases is much higher, the process can be delayed because our logistics team has to open each package one by one to review it.

Therefore, the return process can take up to 21 business days from the moment we receive the package to the moment the money is returned to your bank account: up to 6 days for processing and up to 15 days to complete the bank transaction.

How can I return an item if my country is not among the countries with free returns?

Unfortunately, if your country is not included in the list of eligible countries for "FREE RETURNS", you will have to cover the costs associated with the return, even if you want to exchange the product. The costs to be paid include shipping and taxes.

Please make sure you comply with the general requirements (return policy) to return your package.

Request the return through this link

The system will automatically detect your country and display this notification: A return label is not required for this return. The customer will return the package.

The delivery address where you have to send your return item (s) will be provided to you by email after you make the request.

You can select the shipping method of your choice, but we recommend that you always keep the tracking number, as we may request it.

How long is my refund going to take?

Please note that there are several steps in the return process. After your items are received in our warehouse, they have to go through an inspection for approval of the return, and once approved, they are re-entered into the system.

If the return is approved, the refund is processed automatically based on your selection: Store Credit, Exchange or payment method. Once the procedure is completed, you will receive a refund confirmation email.

Refunds are generally processed within one week of receipt of returned items. In some cases, especially during the summer when the volume of purchases is much higher, the process can be delayed because our logistics team has to open each package one by one to review it.

Therefore, the return process can take up to 21 business days from the moment we receive the package to the moment the money is returned to your bank account: up to 6 days for processing and up to 15 days to complete the transaction. bank.

I have received a confirmation email about the refund but I haven't recovered my money yet, what happens?

Do not worry. If you have received an email confirming your refund, it has been processed successfully. You will have the money back soon.

Visa or Mastercard refunds on Stripe, our payment platform, can take up to 10-15 business days to return the money to your bank account. If the payment was made through Paypal, the return will be made in accordance with Paypal's return policies.

Please, look for your refund under the name Wellness Revolution SLU, not MANOLA. Remember that we do not reimburse shipping costs.

If you have a problem with your refund, please let us know through our contact form and we will be happy to help you.

Why have I received a store credit instead of a refund?

All returns are processed automatically. The refund is made according to the option you selected when filling out the online return request: Exchange, Store Credit (gift card with the amount) or Payment Method.

Please contact our Customer Service through our contact form to request any modification. It would be very helpful if you could provide us with the Store Credit code when you contact us.

How does store credit work?

The Store Credit (equivalent to a gift card) works as a unique code that gives you access to a certain amount of money to spend on MANOLA. You will receive this code by email, usually after you have returned an unwanted item (s) that you want to exchange for another item (s).

How to use? Add the items you want to your shopping cart. When confirming your purchase, enter your Store Credit code (exactly as it appears) in the "promotional code" section. The Store Credit works like a credit, so if you do not spend the full amount, you can use the rest for a next purchase If the amount of your order is greater than the balance of your Store Credit, you will simply have to pay the difference.

Can I return SS21 Outlet items?

Unfortunately, items from the SS21 Collection cannot be returned or exchanged, as they were a clearance Outlet and are no longer in stock.

Buy Now. Pay Later - Klarna Payments

How it Work Pay in 3
How Does Pre Order Businees Model Done?
If ir Pre -Order when i will receive my Order ?
How can i track My order?

Which countries have this payment option available?

PAY IN 3 INSTALLMENTS: Spain, Italy

PAY in 30 DAYS:Germany, Austria, Netherlands, Finland, Belgium

Shopify restricts all alternative payment methods, such as Klarna Payments, to only process orders in the store’s base currency (€)

How do I pay in 3 interest-free instalments?

Select 3 interest-free instalments to split your purchase into three payments, charged every 30 days beginning at the time your order is confirmed (usually the shipping date). You only need to add your debit or credit or debit card info you’d like to use for the automatic payments. We’ll let you know when your payment is due - you can simply sit back, relax, and enjoy your purchase. View product terms.

Is there a fee to use 3 interest-free instalments?

There are no interest charges when you use 3 interest-free instalments, and no fees when you make payments according to your schedule. If you do not make a payment on time late fees may apply. For more information please review product terms.

What happens to my invoice when I make a return?

Once the merchant has received and confirmed your return, if it has been partial, Klarna will send you an updated invoice and will adjust the dates of the automatic payments. If a full refund has been made, we will refund any payments that have been processed and cancel the invoice.

What information do I have to give when I make a purchase?

If you want to make a purchase with Klarna using Pay in 3, you will have to give us the following information: - Your phone number - E-mail - Billing address - A valid debit / credit card - DNI. All correspondence will be sent to your e-mail, but we also need your mobile phone number in case it is necessary to contact you. It is important that this information is up to date so that you can receive the payment program for your purchase and notifications about any update to your order.

what happens if i cancel or return my order?

As soon as the merchant has confirmed your cancellation / return, Klarna will cancel future scheduled payments for the order and refund any amounts due.

what happens if I don't pay for my order?

When you choose Pay in 3, Klarna will automatically take the installments from the card you registered at checkout. You can find out when payments will be collected from the email you received at the time of purchase or by logging into your Klarna account. If the automatic payment fails, we will try again within 7 days. If the payment fails one more time, we will make another attempt after another 7 days (14 days after the first attempt).

what happens if i make a return?

1. Follow the store's return instructions.
Returns are subject to the store's return policy, so check their website for information on their return policy and instructions on how to return.

2. Let us know that you have returned items
If your payment date is approaching and you need extra time to resolve the return with the store, please let us know that you are waiting for a return to be recorded. Pause your next payments here or in the Klarna app by selecting the purchase you returned and clicking "Report a return" at the bottom of that page.

3. Save the tracking information
If your return is not recorded by the store, we can only assist you if you can provide us with this tracking information.

4. Check the app for updates.
Once the store has confirmed the return, we will update your payments accordingly and refund any amounts owed to your original payment method. Refund processing times vary and can take up to 14 days depending on your financial institution. If you have any questions about the status of your return or eligibility for a refund, please contact the store directly.

Buy Now. Pay later - Sezzle

How it Work Pay in 3
How Does Pre Order Businees Model Done?
If ir Pre -Order when i will receive my Order ?
How can i track My order?

What is Sezzle?

Sezzle is a payment solution that gives you the freedom to buy now and pay later - with no interest! When you complete a purchase with Sezzle, we will process your order just like you paid in full, but you will have only paid a fraction of the cost.

How does it work?

Select Sezzle as your payment method during checkout.
New Sezzle customers will need to create a Sezzle account, returning Sezzle customers will need to login.
Sezzle will do a soft credit check for approval of the transaction. d. As little as 25% is due at the time of the purchase, with the remaining amount spread out over equal installments (typically three), each two weeks apart.
Sezzle automates the remaining payments through whichever payment method is on file.
No interest or processing fees are charged to you - as long as you pay everything off on time, you only pay for what you ordered!

Does Sezzle hurt my credit score?

Sezzle will not have an impact on your credit - they do not perform hard credit checks. Instead, they perform "soft checks" by reviewing your credit score as part of their risk check.

Is Sezzle secure?

Your security is of utmost importance to us too! Sezzle undergos quarterly scans and yearly audits to ensure your data is safely stored in our systems – and to maintain compliance at the highest level in the Payment Card Industry (PCI): PCI Level 1.

Who can use Sezzle?

To use Sezzle, you must be 18 years or older* and have a valid phone number based out of either the United States or Canada.
You will also need to have an email address as well as a payment method ready at checkout - we accept all major debit and credit cards, and you can also link a bank account directly. At this time, prepaid cards are not able to be used to place orders, but you can use them to pay off existing orders.
*You must be 19 years or older in Alabama, or if you are a ward of the state and live in Nebraska.

How do I sign up for Sezzle?

You can either sign up and get your account set up directly through the Sezzle website, or you can sign up as you check out at a merchant's site! Either option will walk you through the same signup process.
To get signed up, you will need to have a working phone number based out of the US or Canada, as well as a payment method (debit/credit card or bank account) to link to your account.
To get signed up,click here, or to get started shopping, check out our Store Directory here!

Why was my order not approved?

We try to offer all applicants a simple payment plan through Sezzle, but unfortunately, we’re not always able to approve every order. Our system assesses every order individually, taking into account your available funds, outstanding orders, and the total cost of the order you’re trying to place. If you’re not approved for any reason, we’ll notify you right away.Here are a few reasons you may have been denied:

Insufficient funds. Typically, we check to make sure you have at least 25% of the total order cost available at the time you place an order
Too new to Sezzle. The longer you use Sezzle, the better your chances of getting approved. Usually, we’re less restrictive after the first six weeks. c. Outstanding balance(s). The amount you owe on previous orders and the number of open orders on your account both impact your chances of being approved by Sezzle. Paying off your outstanding balances can improve your chances of getting approved.
Order value. Reducing the total cost of your order, or splitting it into two or three smaller transactions, can improve your chances of getting approved. e. Payments linked to your account. Adding another debit or credit card to your Sezzle account helps us understand your repayment ability, which can help get you approved.
Keep in mind: Just because you’re not approved today, doesn’t mean you won’t be tomorrow. Every order is unique – so keep using Sezzle!

For More Information About Sezzle please browse Sezzle's FAQ's here Sezzle FAQ'S or reach out via email to shoppersupport@sezzle.com
Checkout - New User: https://vimeo.com/395554727 Checkout - Existing User: https://vimeo.com/39555532

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