FAQs


FAQs

What is your returns policy?

You can find our complete returns, refund and exchange policy here.

My order has not arrived yet, help!

You can find all the delivery information here, including what to do if your order has not arrived yet.

Can I cancel my order?

 

You can cancel your order if it is not already on its way out to you (please check your email for notification of dispatch).

If the order is cancelled before despatch, we will initiate the return of your payment. Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.

Please note that you cannot cancel an order once it is despatched. But, you can request for a Return service. Email us to hello@vinosupraja.com

Have you received my returned item?

Please have a look at our returns policy here, for help.

What payments do you accept?

We accept all major Credit and Debit cards. You can also choose to give Cash on delivery.

 

How do I make an order?

It’s easy to make an order online. Just select the item in the size you wish to order, click add to basket and proceed to checkout. If you have any issues placing your order, please email us to hello@vinosupraja.com

Is it safe to use my credit card online?

We operate a secure site and we take your security very seriously. Any information you share with us will be dealt with securely and we will never share your information with any other parties. Please read our Trems and Conditions carefully to know more details.

What countries do you deliver to?

 

We deliver within the United Arab Emirates and to International destinations.

What packaging do you use?

In line with our efforts to keep our brand sustainable, we use recyclable cardboard packaging or paper parcels. It would make us very happy if you could put it into your recycling bin once you are done with it. We'd love if you could make use of our beautiful box for storage or any other purpose. Do let us know what you are doing with our 'VinoSupraja box' in social media and don't forget to tag us.

What if an item is faulty?

We carefully quality check all items before we send them to you.  However, if you think there is a fault with your item, please contact us and we will arrange collection free of charge. We will refund any faulty items in line with our returns policy.

What delivery service do you use?

Inside the United Arab Emirates, we use Wimo. For international deliveries outside of the United Arab Emirates, we use DHL.

What if an item has sold out?

We’re sorry if your item has sold out. All our garments are exclusively handmade in small batches by fine Artisans, in line with the concept of 'Slow Fashion'. Once the garments are sold out, it will not be back in stock. Please note that we can’t reserve any items.

What materials do you use?

As a sustainable brand, we are committed to using natural fibers or recycled fibers wherever possible.

What is your sustainability policy?

You can read all about our sustainability and ethical practices, including our GOTS certification, here.

How should I care for my garment?

We give information about care and washing on all of our garment labels but here’s some useful information about some of the natural fibers we use:

Cotton

Cotton is lightweight and comfortable to wear, perfect to be worn directly against the skin because of its soft and breathable texture. We recommend dry clean only for our cotton garments. The cotton we use is grown organically.

Linen

We love linen for its natural and fresh feel. It’s a great fabric for summer garments but it can shrink, so we recommend hand washing or following the label instructions carefully. It’s a strong textile and lasts well.

Silk

Silk is a beautiful fabric, although not always the most practical, it’s great for a special outfit. Avoid washing it at high temperatures or spinning it. Ideally, it should be dry cleaned and a cloth should be placed on top to protect it when ironing.