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FREQUENTLY ASKED QUESTIONS

PRODUCTS AND SIZE GUIDE

What is the composition of the garment?

In each Product Description it is possible to consult a brief description that shows the composition of the garment.

How can I do the washing?

To ensure that the items you buy last a long time and maintain their beauty, always check the label of the garment or contact us for more details.

How do I choose the size for just me?

To help you choose your size correctly, check the Size Chart of the item you want: you will see the size shown on the product label and the conversion to the size used in your country.

You can also consult our Measurement Tables to identify the correct size for you, these values refer to the measurements of your body and not to the dimensions of the product, since they can vary according to the vestibility of the garment and the materials.

BUY ONLINE

How can I place an order?

Shopping at Adriana Iglesias is quick and immediate. You can complete a purchase without registering. However, we recommend that you create an account to access exclusive areas and services dedicated to our customers.

Search for articles

You can consult our catalogue by selecting the category you are interested in from the navigation menu; To make your search more accurate, use the filters or internal site search.

Information on the product

On each product fiche you can see all the information related to the product (description, composition, measurements) and, by clicking on the product image, enlarge it to see all the details.

How to buy

To buy a product in Adriana Iglesias:

  1. From the product fiche, select the colour and size of the item from the available combinations.
  2. Add the product to the cart.
  3. If you decide to continue your purchase, you will be able to view the contents of your shopping cart at any time by clicking on the icon at the top right of the screen 
  4. Click on the cart icon and decide when to continue the order
  5. If you are a registered user, you can log in or continue as a guest and enter the shipping address and billing address.
  6. Select a shipping type and the desired payment method.
  7. Enter the payment information. 
  8. Verify that the information entered is correct and click “Buy”.

In a few minutes, a thank you message in the center of the page will inform you that the purchase process has been successfully completed. Finally, you will receive a confirmation email with your order details.

What is and how does a pre-order work?

New collections, capsule collections, customizable items and items in replacement phase are available as pre-order. A pre-order is the booking of an item that is not yet available in the warehouse. For each item in advance, you will find the estimated shipping date indicated on the product fiche.

If you add to the cart available products and pre-order products, you will be charged the full order and will be shipped only when all products are available.

MY ACCOUNT

How can I register?

Create an account at Adriana Iglesias is easy and free

Click this link, enter the required information and choose a password.

Registered users can save their favourite products on the wish list and access all information related to orders and returns.

Do I have to be registered to shop at Adriana Iglesias?

You do not need to be registered to purchase, but you will not be able to view orders placed in your private area.

I forgot my password, how can I do it?

To retrieve your password, simply access the following link and enter the email address with which you have registered.

You will receive a message that will allow you to save a new password related to your account.

How can I change my account information?

To modify your details, log in to My Account by entering your email address and password.

By clicking “Modify” you will be able to update the data you want.

How can I cancel my account?

Contact our Customer Service confirming your personal information and the email address you registered with. Once we receive this information, we will deactivate your Account and send you an email to confirm that your account has been closed.

If you change your mind in the future, you will only need to contact Customer Service by providing your information again and we will be able to reactivate your Account. Alternatively, you can register again using a different email address.

ORDERS AND SHIPMENTS

How can I verify that my order is confirmed?

If the order was correctly placed and confirmed, you will be automatically redirected to the confirmation page where you will find your order number. You will also receive an email with full details. 

How can I check the status of my order?

If you are a registered user, log in to the My Account reserved area to view the status of your order in the My Orders section.

If you are not registered, you will receive an email when the order is processed from our warehouse with a link to track the shipment.

Can I cancel or change the order (add or remove items)?

Once the order has been completed, it is no longer possible to modify or cancel it.

It will be necessary to wait for delivery and proceed with the possible return and/or repurchase.

To exercise the right of withdrawal, please consult the instructions on our Returns and Refunds page

Delivery time

Standard delivery of orders is done on average within 5 working days from the delivery of the order* and within 8 working days for all other destinations in the world (10 days for Russia **).

In case the Express service is available, delivery will be made within 1-5 working days from the dispatch of the order to all destinations.

All orders are processed automatically, therefore, it is not possible to modify shipping and delivery times.

Transporters do not make deliveries on Saturdays, Sundays and holidays, delivery times may be delayed in case of holidays in Spain. For deliveries to countries outside the EEC, customs clearance procedures may cause delays beyond our original delivery estimates.

For orders placed with a credit card or PayPal, administrative verification with order processing times of up to 48 business hours may be required.

For orders made by bank transfer, processing and shipping times will be calculated from the receipt of the credit to our bank account. Upon receipt of the credit, you will receive an email confirming the receipt of the payment.

For pre-order times change, see our Purchase Conditions and Shipping and Returns section

*6 days for islands and less-favoured areas
**Excluding goods detained at customs

******

We are committed to meeting the expected delivery deadlines, but during the most demanding periods (including balances) the time may vary slightly. In addition, sporadic technical updates of our operating system or force majeure events (such as particularly unfavourable weather conditions) may cause certain delivery services to be temporarily unavailable or to affect the time limit for placing an order as well as the scheduled delivery times. However, we would like to assure you that we will always continue to work to limit these changes as much as possible.

Can I choose the day and/or time of delivery?

At the time DHL picks up the order at our facility, the recipient receives a message from DHL through which the choice of available delivery options is made

What are the shipping costs?

You can view the shipping costs at the time of purchase and select Standard Shipping or Express Shipping, where available.

How can I track the shipment of my order?

All orders are shipped with a traceable courier service and, upon shipment, we will send you a confirmation email with the link to track the progress of your package.

After 24 hours from shipment of the order, you can follow the status of the shipment by accessing the tracking page.

It has been more than 24 hours and I have not received the order confirmation email; What should I do?

If at the time of purchase you have received the confirmation message, we recommend that you consult the spam folder. If you do not find the order confirmation email, please contact our Customer Service

What are the payment methods available?

In Adriana Iglesias you can make the payment with: credit card, debit card or prepaid card of any international circuit, bank transfer and PayPal.

Is the payment safe?

For us, security is extremely important, so we want you to know that your information will be encrypted and secure. In Adriana Iglesias every purchase is made with maximum security thanks to the use of certified secure servers and the adoption of the most advanced encryption systems (SSL). All transactions are processed through a secure online payment gateway that transfers payment information through the highest security standard, in an encrypted manner: your credit card data will be completely illegible to third parties. In addition, we use only secure connections, as shown by the “https” prefix and the padlock symbol on the browser address bar. To protect your credit card purchases, you will be asked on each order to enter the CVV2 / CVC2 / CID security code.

We also take the risk of fraud very seriously, all credit and debit card payments are subject to validation and authorisation by both you and your credit institution.

Our payments department will conduct anti-fraud checks before approving the transaction and, for further protection, you can contact us for further details before confirming the order.

What’s the security code?

On Mastercard and Visa cards, the security code is a 3-digit number on the back of the card near the space reserved for the signature of the holder. On American Express cards, the security code is on the front of the card and consists of 4 digits.

In case of garment defects, who should I contact for assistance?

We are very sorry if you received a defective product and we want to help you solve the problem as quickly as possible.

For products purchased from authorized distributors, we invite you to contact the store where you bought them.

For online purchases, contact Customer Service as soon as you discover the defect and provide as many details as possible (order number, which item is defective, what is the defect, etc.).

A Customer Service member will find a solution and respond to your request as soon as possible.

What does the guarantee foresee and how long does it last?

The warranty covers defects of the product with the exception of products used or inadequately treated; by law the warranty is valid for a period of 24 months from the date of purchase of the product, which is shown on the receipt/invoice.

RETURNS AND REFUNDS

How can I make a return?

Send us the item you wish to return via our courier service, visit our Purchase Conditions and Shipping and Returns page

You can choose to send your return even with a different courier service, in this case the prepayment will be on your own.

How can I replace my purchase?

If you want to replace the purchased item with a different size or color item, return it for a refund and place a new order.

To return your purchase, we recommend that you follow the instructions on the Shipping and Returns page.

I have completed the return form, but I changed my mind and decided to keep the order. What should I do?

We’re glad you decided to keep your purchase. Don’t worry: you don’t have to do anything and you don’t need to contact us.

How long is it necessary to receive a refund?

Depending on the shipping method you used, the return can take up to 15 working days (weekends and holidays excluded) to reach our warehouse. Once received, we will send you an email to confirm the refund.

All refunds will be issued automatically in the payment method used to place the order. The amount will be available back into your account within 15 business days depending on your bank’s processing time.

How will I be reimbursed?

All returned items will be refunded on the payment instrument used for the purchase (credit card, paypal, etc.) or by bank transfer.

In case of payment by bank transfer, we ask you to indicate the bank details to make the refund during the return procedure.

When an order (or part of it) is returned, we only refund the price paid for the items and not the shipping costs, taxes, etc. unless the entire order is defective.

Can I receive a refund on a card other than the one used for the order?

For security reasons, we cannot refund on a card other than the one used for the purchase.

IMPORTANT INFORMATION – COVID-19

Is it safe to buy on your site?

In accordance with the recommendations of the WHO, the ECDC and the national authorities, we ensure daily that hygiene and prevention measures are respected, to ensure the health and safety of our clients, employees and the communities in which we live and work

How long will it take to get my order?

We’re doing everything we can to guarantee delivery times. However, due to regulations implemented to contain the Covid-19 contagion, delivery times may be delayed and the Express delivery service is temporarily suspended.

We appreciate your understanding and want to reassure you that we will continue to strive as always to limit variations in delivery times as much as possible.

Does your DHL courier service continue to ship orders normally?

The restrictions applied to the containment of Covid-19 do not apply to the movement of goods and DHL, our delivery partner, continues to perform the shipping service. Due to local operating conditions, some package pickups and deliveries may be slightly delayed.

Once a return has been made, how long will it take for collection?

If you have problems collecting the return, we ask you to try rescheduling it after a few days. In case the problem is not resolved, please contact our Customer Service, which will do everything possible to help you.

Is Customer Service still available?

In this delicate period, your safety and satisfaction remain our priorities.
We are available for any information you need: see our Contact page.