FAQ
GENERAL QUESTIONS
What is the status of my order?
After you place your order, we will send a confirmation email so you can track your order status.
Can I change my order?
Order modifications are available only for orders that have not entered shipping processing. Once your order status shows "preparing for shipping", "shipping" or "delivered", no further changes can be made.
PAYMENT
What payment methods do you accept?
We support two primary payment options: ● PayPal Comuenar uses PayPal as our main secure payment processor. Via PayPal, you may pay with MasterCard, VISA, American Express and Discover.
● Secure Credit Card Payment We also accept direct credit card payments from Visa, Mastercard, American Express and Discover.
Which currency will I be charged in?
All transactions are processed in USD. If your debit or credit card is denominated in another currency, your bank will apply its own exchange rate based on your card issuer’s terms.
Do you offer payment plans of 3 or 4 installments?
We support payment in 3 installments.
SHIPPING
Where do you ship?
We provide worldwide shipping covering Asia, North & Central America, Europe and Oceania. Payments can be made via PayPal or Credit Card.
How long does it take to ship my order?
After checkout, order processing normally takes 3–7 days. Transit time depends on the shipping method you select.
How can I track my package?
Once your order is placed, a confirmation email will be sent to you for shipment tracking.
What if I'm not home when delivery arrives?
If you are unavailable at the delivery address, the courier will attempt redelivery the next day or contact you to reschedule, subject to your country and selected shipping option. If home delivery fails, you may need to collect your parcel from your local post office.
RETURNS
Do you accept returns?
Returns are permitted when all the below requirements are met:
- The product was purchased from our online store
- The item remains unused
- Return or exchange request is submitted within 14 days after delivery
To start a return request, please contact our customer service team.
Can I exchange an item?
Item exchanges are available and follow the same rules as returns. When you contact support to initiate your return, please specify that you wish to exchange your product for another item.
Are returns free?
To return your item, contact customer service to receive your return address. Once you receive the address, securely pack the product in its original packaging and include your proof of purchase.
Return shipping is complimentary under certain conditions. If the return reason is not caused by an error from comuenar.com, return shipping fees will be subtracted from your refund.
How long does it take to process a return?
We will confirm your return within 14 days after your package arrives at our warehouse. Once your return is approved, your refund, exchange or store credit will be issued within 14 days.
If you have any other questions, please reach out to us via email: [email protected] or [email protected]