- How do I make a purchase?
- Do I need to set up an account to place an order?
- I've forgotten my password. What should I do?
- How do I know that the products you sell are authentic?
- Which size should I choose?
- How do I know if an item is in stock?
- What payment methods does EVISU GROUP LIMITED accept?
- Is it safe to use my credit card online at EVISU GROUP LIMITED?
- Why do I need to re-enter my credit card details when I add a new address?
- How do I remove saved credit card details?
- Which countries does EVISU GROUP LIMITED ship to?
- Does EVISU GROUP LIMITED ship to Post Office boxes or Freight Forwarding addresses?
- How do I change currency?
- How much taxes and duties will I have to pay?
- Does EVISU GROUP LIMITED ship to multiple addresses?
- How soon can I get my order and how much will it cost?
- Is my package insured?
- Can I change my shipping address after my order has been dispatched?
- Can I add items to an existing order?
- How will I know you received my order & when will payment be deducted?
- Can I track my order?
- Where is my order?
- How do I return or exchange an item?
- Will I be refunded the full value of my order?
- Does EVISU GROUP LIMITED have seasonal sales?
- Is my personal information kept private?
- What are cookies? Should I be worried about them?
Making a purchase with Evisu is simple:
- Once you’re ready to start shopping, check out the SHOP, COLLECTIONS or LOOKBOOK links.
- Once you have found what you’re looking for, choose your size and use the 'ADD TO SHOPPING BAG' button underneath.
- Review the items in your shopping bag by selecting the 'SHOPPING BAG' link at the top of the page.
- You can chop and change your basket or use the 'REMOVE FROM BASKET X' link to remove items from your shopping bag.
- Click on 'PROCEED TO PURCHASE' to complete your order.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You do, and if you register with us you‘re able to enjoy the following benefits through your Evisu account:
- Track your current orders and review past purchases
- Request product returns or exchanges from your account
- Be kept up to date when new stock comes in
- Save your shipping address and card details for faster shopping
- Manage your account details, order history and email preferences and see order status.
I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you forget your password, change it here or follow the 'Forgotten Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via email.
HOW DO I KNOW THAT THE PRODUCTS YOU SELL ARE AUTHENTIC?
If you buy direct from Evisu, we will send you authentic Evisu products.
Please note that we cannot comment on the authenticity of any items not purchased directly from Evisu
All products we sell are sized by the international sizing scheme used by the designer. To convert this to your size, simply view the 'sizing chart' on the page of the product you are interested in.
We must warn you that sizes can vary greatly, so we also supply the dimensions of each product for you to compare with yourself.
Where an item runs small or large to size, we will tell you this in the 'Size and Fit' tab on each product page.
You can always get in contact with the customer care team who are happy to answer all your questions on sizing and fit - just email email@example.com for advice.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
We have all items in stock unless "Sold Out" is shown on their page. However, even if an item is in your shopping bag, it will not be saved to your order until you have completed that order, and may be purchased by another customer in the meantime.
If the product you want to buy is out of stock, add it to your Wish List to save and view at any time and we’ll be in touch when it is back in stock.
See something you like in our editorials? Register your interest in those and we will email you notification when they’re available to buy.
WHAT PAYMENT METHODS DOES EVISU GROUP LIMITED ACCEPT?
We accept the following payment methods: Visa, MasterCard, American Express, Delta, Maestro credit and debit cards.
IS IT SAFE TO USE MY CREDIT CARD ONLINE AT EVISU GROUP LIMITED?
At Evisu, we endeavor to keep your personal online security secure. We use a secure online payment gateway which encrypts your card details, to store and safely transmit your personal and credit card information through our systems. All orders are processed through our secure checkout system. Additionally, to enhance your safety, we will confirm that the billing address you provide matches the address on file with your credit card company.
You can always securely store your credit card details with us. This means you will not have to enter them again during future purchases, another reason to shop with Evisu.
WHY DO I NEED TO RE-ENTER MY CREDIT CARD DETAILS WHEN I ADD A NEW ADDRESS?
To keep your details safe, whenever you request delivery to a new address we will again need your credit or debit card details (if you have previously stored them with us). So if someone gets hold of your password and tries to make an order using your account, they won’t be able to. We do this as a necessary precaution to protect you and your information.
HOW DO I REMOVE SAVED CREDIT CARD DETAILS?
To remove previously saved card details you can:
- Edit or add a new shipping or billing address
- During your next purchase, untick the "remember my payment details" option when you reach the payment page.
WHICH COUNTRIES DOES EVISU GROUP LIMITED SHIP TO?
Evisu will deliver to over 170 countries across the world, for details, please send the mail to our customer service for details.
DOES EVISU GROUP LIMITED SHIP TO POST OFFICE BOXES OR FREIGHT FORWARDING ADDRESSES?
Unfortunately we are not able to deliver to Post Office boxes, unless we’re delivering to the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We also cannot ship to forwarding addresses, which includes Aramex addresses in the UK.
You are now visiting our International website, which serves the USA, UK, Europe, Africa, Asia, the Middle East and Oceania. For orders delivered to the UK you will be charged in GBP, Europe, you will be charged in Euros and the USA and Asia you will be charges in USD. If your bank is not denominated in Sterling, Dollars or Euros, the price will be calculated using the applicable exchange rate on the day your bank or credit card company processes the transaction.
You can choose a different currency by changing the country icon on the top left corner of the site and pick from the list of destinations.
WHAT WILL I PAY in taxes and duties?
The prices displayed do not include taxes. Once you’re ready to finalise your order, any applicable taxes and customs will be invoiced by our shipping partner. . In addition, should you need to make an exchange, you would also be charged taxes and duties on the replacement item.
For deliveries within the USA, sales tax will only be applicable when delivering to New Jersey & New York. No other tax or duty will be applicable to deliveries to the rest of the USA. (However, all non-customs related local taxes payable are the sole responsibility of the customer. Evisu is not responsible for reporting or paying additional local taxes to individual States)
Outside the USA, most countries receive deliveries on DDU (Delivery Duty Unpaid) grounds, so all relevant import taxes and duties are excluded in the purchase price.
DOES EVISU GROUP LIMITED SHIP TO MULTIPLE ADDRESSES?
We can only deliver to one address for each order.
If your order contains gifts or items that require sending to different destinations, please place separate orders for each address.
HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?
You can find information on delivery and shipping charges to you, check out our shipping options here.
Yes! We insure against theft and accidental damage whilst your items are on the way from Evisu to your shipping address. Once your items have been delivered to the specified delivery address and signed for, they are the customer’s responsibility.
If your box is damaged or tampered with upon arrival, you should either refuse the delivery, or make a note when signing for it that it was damaged upon arrival.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
CAN I ADD ITEMS TO AN EXISTING ORDER?
We are unable to combine orders or add items to an existing order once submitted. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?
Once you submit an order, we will send you an email confirming that it has been received. You will only be debited once it has been dispatched. If for whatever reason any of the items you order are not available, you will be sent an email from Evisu and we will only charge you for the value of the items in stock.
When we ship your order, you will be sent your shipping details and a tracking number. Registered customers can view and track the status of their shipment by signing in and selecting 'My Account' followed by 'Order Status'. If you are not registered, sign up now so you can track future orders.
We will usually dispatch your items within 24 hours. Delivery estimates are to be used as a guide only and are relevant from the date of dispatch. Evisu cannot be held responsible for any delays caused by customs clearance processes in your country.
HOW DO I RETURN OR EXCHANGE AN ITEM?
All you need to do is request your Returns Merchandise Authorisation (RMA) number and send your items back to us within 14 days of receiving your order.
RECEIVING YOUR RMA
- Sign into your account and find the 'My Orders' tab
- Select the order number which contains the item(s) you wish to return.
- Email us and tell us why you want to send your item(s) back. Please provide details of any faults if appropriate.
- You can even exchange if the product doesn’t quite fit and choose a replacement size.
- Once you agree with our returns policy, you will be sent an email containing your RMA number.
You may also have rights under the Distance Selling Regulations if you are a customer based in the EU.
CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS
You are required to give us written notice. Notice can be given any time after your order has been placed, up until 7 working days from the day after you received you order.
You can do this by notifying our customer care team in writing that you would like to cancel the contract for your entire order, under Distance Selling Regulations, any time after you place your order, until 7 working days from the day after you receive you order.
Once we receive your notice of your wish to cancel, we will email you a Returns Merchandise Authorisation (RMA) number. Please write this on the returns invoice that you received with your order, and include it with your return so we can process your refund as quickly as possible.
It is advisable that you insure the returned items. as the onus is on you to take reasonable care of the goods and you will be liable if they are damaged before they arrive at our warehouse. We also recommend that you use a secure, trackable means to return your order to us and that you retain proof of sending, in case of a dispute.
YOU must pay for the return shipment, for orders cancelled under the Distance Selling Regulations.
All items must be returned unused, in their original condition and from the country that the order was delivered to.
You will be refunded the full value of your order and shipping costs to you within 14 days of us receiving your notice. If we do not receive the cancelled order once notice has been given, we reserve the right to have it collected from you at your cost.
You may only use your rights under the DSRs if you give us formal written notice after your order has been placed, up until 7 working days from the day after you receive you order, as described above.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
All correctly returned products will either be refunded to the purchaser's payment card or Evisu account, and will exclude shipping costs unless the item is classified faulty, or returned under the DSRs as outlined above.
If your order has been sent to a destination within New Jersey, all sales taxes will be refunded.
Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this is not guaranteed for all countries, we recommend hiring a customs broker if you wish to claim back duties on returned merchandise.
Please be aware that it can take up to 10 days for the refund to appear in your account.
DOES EVISU GROUP LIMITED HAVE SEASONAL SALES?
Of course Evisu offers seasonal sales! There are links to the 'Sale' page from the ‘Shop’ page in the bar at the top of the page. We cannot guarantee that sale prices will be equal online compared to offline boutiques. Also, due to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase late in the season.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
We keep all your personal information private and confidential and at will never sell this on.
To register with Evisu, we will need some information, such as your name, posting address and email address. When processing your order online we require your billing address, shipping address, phone number, card number and expiration date. If necessary, we reserve the right to share this with a credit reference agency to verify your order.
Please note that Evisu may use your contact details to inform you of our new arrivals and latest news and views. You can always opt-out of receiving these by unsubscribing in your email preferences.
WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?
If you don’t want to receive cookies, most of the features of our website, including the ability to purchase items will still be usable.
Registered customers who have cookies enabled will be welcomed upon your return to website. You can access and edit your Wish List, register interest for items not yet in stock or request item updates without the hassle of signing in.
If you wish to make a purchase your name will show in the field but you will still need to enter your password and review your shipping and payment details before submitting your order, to keep you secure.