After Sale Service
HOW TO MAKE YOUR AFTER SALE REQUEST
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1. DESCRIBE YOUR DAMAGED ITEM
To start the process, we will ask you to share some information with us, including the order number, item number (optional), and a description of the defect.
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2. UPLOAD IMAGES & VIDEO
Our experts will need to see pictures of your item in order to assess any defects. We will ask you to upload photos, including a view of the entire item and a clear close-up of the damaged area. As an optional step, you can also upload a short video of your item. You can do all of this easily using your phone.
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3. WE’LL REVIEW YOUR REQUEST
That's all! Once you have submitted your request to us, our experts will analyze your damaged item and provide initial feedback based on the information provided.
FAQ
When can I make an After Sale Service Request?
When you receive a flawless product, but a manufacturing failure or production defect occurs after a period of use, you can request after-sales service. Return refund can be initiated for no reason within 15 days after receiving the goods directly (no return refund will be provided for customized products without quality problems)
What do I need to provide to make an After Sale Service Request?
We kindly ask you to provide us the following information:
1.Photos of the damaged item. This includes a photo of the whole item, a close-up of the damaged area and, for the shoes category, a photo of the soles. As an optional step, you can also upload a video of the item to give our experts an even better view of the item's defect(s).
2.The order number. You can find this in your order confirmation email, or in the "My Orders" section of our website. - The item number. You can find this in your order confirmation email, or in the "My Orders" section of our website.
3.The email address associated with the order number.
What kind of damage does the EU guarantee cover?
Coverage under the EU Guarantee includes:
1.Repair or replacement of damaged metal parts (e.g. chains, clasps, eyelets, screws, rivets, carabiners, ring or chain links,
2.press studs, magnets and other hardware)Repair or replacement of bag handles, straps, leather tongue flaps and tabs.
3.Repair or replacement of seams or zippers.
4.Repair or replacement of decorative detailing/ornaments.
What kind of damage does the EU guarantee not cover?
The EU guarantee does not apply:
1.To items that have been improperly stored or used (e.g. the care instructions have not been followed; there is accidental damage or wear and tear; the item has been dropped or been subject to impact; the item has been been used negligently or abnormally)
2.To the repair or replacement of damages caused by external events, such as fire and floods.
3.To the repair or replacement of items that have been subject to alterations by a 3rd party other than Timazn or the brand responsible for the item.
4.In the event of the impossibility to repair or replace any parts covered by the EU guarantee, particularly when the parts needed are unavailable.
What happens if my After Sale Service Request is accepted?
If in-house repair is not possible, you will be able to choose between a repair of the item by the brand, a refund of the item cost to your original payment method, store credit (equal to the item cost) to spend at Timazn or, if we still have the item in stock, an exchange.
How long does it take to receive spare parts?
It takes about 5 days for customized products to be delivered within 3 days. In case of holidays, we will extend the time for goods preparation
What if the product is damaged during transportation?
Take pictures of the express package and damaged products and contact us. After confirming with the logistics company, we will make new products for you and ship them again for free.