Shipping, Returns & FAQ – Yzenaia

1. 🚚 Delivery & shipping from France

How to get free shipping?

France: as soon as your order reaches €69, Yzenaia offers free shipping. Your parcel is then shipped free of charge to a Locker (automated parcel locker) via Mondial Relay.

Belgium, Germany, the Netherlands, Luxembourg, Spain, Italy and Portugal: free shipping on orders of €89 or more.

How long does it take for my order to be prepared?

All orders are carefully prepared in my workshop within 24 business hours, Monday to Friday. Orders placed on weekends or public holidays are prepared on Monday (or the next business day).

What are the delivery times?

Once your order has shipped, please allow on average:

  • Mainland France: 2 to 4 business days (Colissimo / Mondial Relay)
  • Belgium, Luxembourg: 4 to 7 business days
  • Rest of Europe: 5 to 8 business days
  • French overseas departments and territories: 6 to 15 business days
  • French Polynesia: 6 to 18 business days

What are the shipping costs?

Shipping costs are calculated automatically based on the weight of your order and your delivery address, and are displayed before payment is confirmed.

How can I track my order?

Upon shipment, you will receive an email containing your tracking number. You can then track your package in real time on the carrier's website.

I haven't received my order, what should I do?

If your package hasn't arrived within the stated timeframe, first check the tracking using the number you received by email. If there's a problem, contact me at shop@yzenaia.com: I personally handle every request.

2. 🧶 My Orders & My Products

How many balls do I need for a bag?

It depends on the model:

  • A "Shell Bag" like the Klara: 1 ball of Circulo T-shirt Premium
  • A Lisa bag in the rattan stitch: 2 balls
  • A Fiona bag: 2 balls

Each video tutorial specifies the exact quantity required.

Can I modify my order after placing it?

Yes, provided that the order has not yet been shipped. Contact me promptly at shop@yzenaia.com and I will take care of it.

Are the colors true to what they appear on the screen?

I do my best to provide accurate images, but colors may vary slightly depending on your screen settings.

If in doubt, feel free to ask me for an additional photo before ordering.

3. 💳 Payment

Which payment methods do you accept?

You can pay securely by credit card (Visa, Mastercard, American Express), Apple Pay, Google Pay, and Shop Pay.

Is the payment secure?

Yes, all payments are processed via Shopify Payments, which is PCI DSS Level 1 certified. No banking data is stored on the site.

4. 🔄 Returns & Refunds

Can I return an item?

In accordance with the law, you have 14 days from receipt to exercise your right of withdrawal.

Items must be returned unused, in their original packaging and in perfect condition.

Return shipping costs remain your responsibility.

How do I make a return?

Contact me by email at shop@yzenaia.com, including your order number. I will provide you with the return address and instructions.

When will I be reimbursed?

The refund is issued within 5 to 10 business days after receipt and verification of the return, to the payment method used at the time of the order.

5. 📞 Another question?

I personally respond to every message within 24 to 48 business hours.

You can use the chat at the bottom right for a faster response.

Write to me at shop@yzenaia.com, via the chat or by Instagram DM @yzenaia_crochet.

The chat (bubble at the bottom right) is the fastest and most reliable way to contact me quickly.