TO ORDER
How do I place an order?
To place an order click on the photo of the item. You can increase or decrease the number of pieces as desired. Then click on the 'add to cart' button, feel free to continue shopping.
When you want to complete the order, click on the shopping cart. By continuing you can complete your order. Shipping costs are calculated based on your total number of goods and the shipping method you have chosen.
Discount coupons can be added to the shopping cart here. You can choose to create an account or to enter your billing information again and again. These are necessary for the further processing of your order. Then select your payment preference, approve the Terms and click on the 'Place order' button to be redirected to the payment page of your chosen provider so you can make the payment. Afterwards you can expect an order form from Atelier Ka-Tee by e-mail. As soon as the order leaves, you will also be notified by e-mail.
I have not received an order form?
Once the order has been confirmed, a confirmation email will be sent automatically. If you have not received it within 24 hours, please check your spam. Our confirmation may have ended up here. If not, feel free to contact us via the contact form. Be sure to mention the day (possibly the time) of order as well as a short description of the items. We are happy to check this for you.
Can I add/change something to my order?
Unfortunately, once the order has been placed, you cannot make any changes. You can always place a new order.
I forgot to add my discount code?
Unfortunately, once the order has been placed, you cannot make any changes. You can always place a new order and use your discount code at that time as long as it is valid.
I can no longer find an item that was ordered last time.
When the article is no longer on the website, it is temporarily unavailable or perhaps out of range. Feel free to send an email to info@xobygaya.com stating the article you ordered or would like and we will be happy to look at the options.
PAY
In what ways can I pay?
We work together with the payment provider Mollie to be able to make your payment quickly and safely. You can pay for your order with iDEAL or SEPA. If you are not able to select one of these payment methods you can contact me through email or whatsapp.
Can I pay for the goods afterwards when I come to collect them?
At the moment it is only possible to pay cash at collection
SHIPPING
How long does it take to ship my order?
This depends on what you have ordered, and what combination of order you have, most products in the webshop are made to order.
Ready to ship products: as fast as possible but within 5 working days.
Lashes: within 2 to 3 weeks*
Custom Nails: within 3 to 3 weeks*
Custom Wigs: between 3 and 6 weeks*
*depending on the amount of orders I have, this can sometimes be shorter or longer.
Whit what post service do you ship?
All orders will be shipped with POSTNL.
Do I receive a message when the order departs?
Yes, you will receive a message from us as soon as the order has shipped. If you have chosen a postal package, you will automatically receive an email with a Track and Trace number.
Does the price include shipping costs?
No, all prices on the website are without shipping cost. Shipping costs are automatically calculated according to your choice.
COMPLAINTS
How do I report a complaint?
If you have a complaint in connection with our website, the payment options, the delivery or the goods, please report this by sending a email. We take your complaint seriously and look for a suitable solution as soon as possible.
RETURNS
Can I return my order?
Almost all my orders are made to order and can not be returned, for products that are ready to ship but are handmade I do not accept returns.
How do I return my item?
The customer has the right to withdraw from the agreement within a period of 14 calendar days without stating reasons. The withdrawal period expires 14 calendar days after the day on which the customer or a third party designated by the customer, who is not the carrier, takes physical possession of the first good. The customer must send his communication regarding his exercise of the right of withdrawal before the withdrawal period has expired. In order to exercise the right of withdrawal, the customer must report this in writing within the above term by means of an unambiguous statement to XO BY GAYA. This can be done by e-mail to info@xobygaya.com. The customer can use the attached model right of withdrawal form for this purpose, but is not obliged to do so. The customer must return or hand over the goods to XO BY GAYA without delay, but in any case no later than 14 calendar days after the day on which he communicated his decision to withdraw from the agreement to XO BY GAYA. The customer is on time if he returns the goods before the period of 14 calendar days has expired.
Do I have to pay when returning?
The direct costs of returning the goods shall be paid by the customer. Shipments that are not sufficiently prepaid will not be accepted. Only items that are in the original packaging, together with all accessories and invoice or proof of purchase can be returned.
The customer can also deliver a return by appointment. You can obtain this appointment through email or the contact form. This appointment is only final after you have received a confirmation with the agreed date and time.
How soon will the refund follow my return?
If the customer withdraws from the agreement, XO BY GAYA will refund the payment received, excluding the standard delivery cost, to the customer within a maximum of 14 calendar days after we have been informed of the customer's decision to withdraw from the agreement. XO BY GAYA reserves the right to withhold reimbursement until it has received all the goods back. Depending on the receipt of the returned goods, this payment term can be extended by a few days. XO BY GAYA pays the customer back by bank transfer to the specified account number.
When does the right of withdrawal not apply?
The right of withdrawal does not apply if: there is damage to the goods or the goods can no longer be shipped in their original condition the goods have been personalized to suit the customer and can no longer be resold to third parties .