FAQ & Quick Help

1. How do I contact Customer Services in the e-commerce department?
You can contact us in one of the following ways: Email: azabyazature@azature.com Online: Via our contact us form Telephone Toll Free: 1 800 373 4810 9am - 5.30pm Mon-Thu, 9am - 5pm Fri Pacific Standard If your question is regarding an existing order, please include your order number.



2. How do I use this website?
The A.Z. by Azature website has been designed with you in mind. Browse by category/sub-category, main header or use the search box to look for specific products. Once you have found the item, choose the correct color and/or size from the option if available, add it to your shopping bag and proceed to checkout when you are ready to purchase. You can manage your account online and check the progress of your order(s) from the 'My Account' section.



3. Is it safe to shop A.Z. by AZATURE online ?
Yes. We use industry standard Secure Socket Layer (SSL) encryption; details such as your name, address and other critically sensitive information like your credit card details are encrypted before the information transfers from your computer to our system. You know when a page is secure because a padlock symbol shows in the status bar or address bar of your browser, (please check your individual browsers help pages if you are unsure where the padlock should appear). We do not hold the full details of your Credit/Debit cards on our database to ensure your maximum security.



4. Do I need to create an account to shop with you?
Yes. You can browse our website and add item(s) to your basket without creating an account. Once you proceed to checkout and need to enter in personal details and submit payment, you will be asked to set up an account at this stage. This ensures your online shopping is safe and secure, and gives us the information needed to delivery your order to you. Once an account has been created, you can view and track your orders, store multiple shipping addresses, manage your newsletter subscription & wish list, and update your account information. You may also check out as a Guest, however, you will not have online access to your order and will need to contact us directly at support@azbyazature.com or 1 800 373 4810 to follow up on your order processing.



5. What is my username?
Your username is your email address.



6. What happens if I forget my password?
Simply clickhere , enter your email address and click 'Log In'. We will then send you an email with a new password. You can change your password at any time by logging into your account.



7. How do I change details on my A.Z. by AZATURE online account?
Once you have created an account, you can log in whenever you want. the login button is located on the top left corner of every page on the site. From the 'My Account' section you can change your contact details, email address, password, and manage your address book. From time to time, please revisit 'My Account', to ensure your details are up to date.



8. How do I sign up for your newsletter?
If you want to be kept informed of seasonal launches, special collections & collaborations, sale information and more, you will need to create an account. You don't have to buy anything, but when you do want to start shopping, your details are already on our system.



9. Do you have a size guide/conversion charts?
Yes, we have a size guide located here. Although we sell many products in only one size. Please view the details on each product prior to purchases.



10. What currency are your prices online?
Prices are displayed in US Dollars.



11. How does your wish list work?
When you find something you like on A.Z. by AZATURE online , why not let your friends and family know! Simply click on the 'add to wish list' button, found underneath the 'add to bag' button on the product detail page. You'll automatically be taken to the wish list page, or have to log in if necessary. Here you can enter in and save comments about your item, or email it to friends and family. Unfortunately, if someone orders something from your list, it isn't automatically removed, but it's a great starting point for present ideas. Your wish list can also be accessed from 'My Account'.



12. Do you sell gift vouchers?
At present, A.Z. by AZATURE online does not offer gift vouchers.



13. Do you offer a gift wrap service?
No, we do not currently offer a gift wrap service.



14. Do you offer price adjustments?
No, we do not currently offer price adjustments. The price paid at the time of payment/order confirmation is final.



15. I have signed up to your newsletter, but don't seem to be receiving it
The most common reason for this is your email software is marking mailers from A.Z. by AZATURE online as 'junk', which sends them to your junk/spam folder. Please add 'newsletter@azbyazature.com' to your email address book to stop this happening in the future. If this has already been done, and you are still not receiving our mailers, double check the email address you signed up with is your current address. Log into 'My Account' (try your current address or an old address), or contact Customer Services, who will do their best to help you.



16. Does your website display your complete collection?
Our online store displays most products from our collection, but there may be the odd item that's not on A.Z. by AZATURE online . Please contact Customer Services who will do their best to help you with the item you are looking for. We do not currently offer catalogs or brochures.



17. I am having general problems accessing/buying from your website
As a precautionary measure, please make sure you have the latest updates & patches for your operating system. If you are still experiencing problems, please contact Customer Services who will do their best to help you. Please try to include as many of the following details as possible: 1. Your Operating System (e.g. Windows 7, Mac OS X) 2. Internet Browser (Internet Explorer 8, Firefox, Safari, Chrome) 3. The URL you were trying to access (e.g. https://www.azature.com/azshop2/customer/account/login/) 4. What time the problem occurred 5. Any error message that appeared on screen (simply cut and paste into your correspondence)



18. Where can I find my nearest A.Z. by AZATURE shop?
We currently do not have a flag ship store but our product is available at some fine retailers. Please click here or "Locations" in the footer of this website, to find the nearest retailer near you.



Ordering & Delivery
1. How do I place an order online?
Placing an order on our website is easy. Once you've found what you're looking for, choose the correct size and/or color (where relevant) from the options available and click 'add to cart' a–d your item will be added to the shopping card(found in the top right corner of the page). When you are ready to complete your order, click 'view cart' or 'checkout' within the mini cart to continue to checkout. Checkout is where you pay for your item(s). You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply type in your email address and password to log in. If you are a new customer you will need to take a few moments to create an account – a quick and easy process to do. Once your order has been confirmed, you can log into your account to track your order and shipment.



2. How do I know my order has been submitted successfully?
You will receive an order number, which is shown on the order confirmation screen. You should also receive a confirmation email. If you don't receive this email, first check your junk/spam folder before contacting support@azbyazature.com



3. How do I pay for my order?
We accept Visa, MasterCard, Visa Debit, and American Express (AMEX)



4. Am I charged for the items as soon as I order them?
Yes, as soon as your card is authorized and the order completes, your card will be charged.



5. Can I order from overseas?
Yes, we deliver to a range of international locations. For a complete list of all delivery countries and costs please contact support@azbyazature.com/dd>


6. I don't have a postcode - how do I place an order with you online?
We appreciate that customers living in certain countries e.g. Hong Kong don't have a postcode. As this field is mandatory, simply add a dash (-) into the field so that you can place your order successfully.



7. Can I cancel or change my order once it's been placed?
Unfortunately we are unable to change or amend any orders once they have been placed. We can cancel your order, providing it hasn't been dispatched from our warehouse. Please contact Customer Service, who will do their best to stop your parcel. If your item(s) has already been dispatched, simply send it back to us by following our returns procedure.



8. I have more than one order – can they be shipped together?
Unfortunately we are unable to ship orders together as they are processed by our warehouse at different times.



9. If I place my order on Friday, when will it be processed?
If your order is placed before 12pm, it should be processed on Friday afternoon but this is not something we can guarantee. If your order is not dispatched on Friday, it will be processed first thing on Monday morning.



10. Why is my order on hold?
Our credit control department carry out complete credit checks on online orders. Your order may be on hold due to a random check, or your billing address not matching up exactly with the information held by your card issuer. Please double check this to avoid any delays. If your order is on hold for more than 1 working day, please contact support@azbyazature.com.



11. Can I ring Customer Services in the e-commerce department and place my order through them?
Yes, Customer Services team are able to place orders over the phone.



12. I added an item to my bag and now it has disappeared
If you are simply browsing our site and are not logged in, any item(s) placed in your bag will disappear after 1 hour. If, however, you are signed in to your account, any item(s) placed in your bag will stay for up to a month, but may become out of stock if the item is purchased by another customer.



13. If I put something in my bag, is it reserved?
No, if something is added to your bag it is not reserved. The item can be purchased by another customer if it is not purchased by you.



14. I have ordered something but have previously seen it on your website at a different price?
Unfortunately we do not offer price adjustments, so the price stated on the site at the time of purchase is the final price. Customers are welcome to return any item(s) for a refund.



15. My payment has been declined
Firstly, please check that the card details you entered are correct and the billing address matches up exactly with the information held by your card issuer. If the problem still occurs then please try another card. If you are still experiencing a problem after trying both of these options, then please contact support@azbyazature.com



16. What happens if the payment screen is timing out or appears frozen?
In a small number of cases, this may occur when connecting to your card issuer's page during their additional security check, and is probably due to your preferences set with your current browser. Please try using another browser, such as Firefox, Internet Explorer or Safari. If you are still having problems then please contact support@azbyazature.com, making sure your contact details are included and as many of the following details as possible: 1. Your Operating System (e.g. Windows 7, Mac OS X) 2. Internet Browser (Internet Explorer 8, Firefox, Safari, Chrome) 3. The URL you were trying to access (e.g. https://www.azature.com/azshop2/checkout/onepage/declined/) 4. What time the problem occurred 5. Any error message that appeared on screen (simply cut and paste into your correspondence)



17. I have tried to place an order and haven't had an order confirmation but money has left my account
Please contact Customer Services, who will check to see whether your order has been placed successfully. If you failed to reach the order confirmation screen (and receive an order number), it is likely that your order has not been successful. If this is the case and money has been removed from your account, please be assured that it will be returned. The funds will be on hold with your bank, and they will release them back into your account in due course. A.Z by AZATURE online will only keep the funds if an order number is produced, and a successful order placed.



18. Do I have to pay for delivery?
Yes, delivery cost varies depending on the location of your order is delivered to. Orders over $200 do receive free shipping via Fedex Ground. Please use our shipping estimator at time of checkout



19. How do I know when my order has been shipped?
When your order is dispatched from our warehouse, you will receive an order tracking email, which details how you can track your parcel using your unique Airway Bill Number (AWB) from Fedex Alternatively log in to 'My Account', where the status of your order will say 'complete' instead of 'processing'. Click on 'View Order' against this order to find your tracking number, which you can then use to track your parcel on the Fedex website.



21. How long will I have to wait for my order to arrive?
This will depend on where the parcel is going (e.g. a built up or remote area), and which country it is being delivered to. The following information shows estimated delivery times and should be used as a guide only. DESTINATION ESTIMATED DELIVERY TIME US 3 working days UK & Europe 7 working days Rest of the World 7 working days Please track your order with Fedex (Log in to 'My Account', click on 'View Order', then use your Airway Bill Number (AWB) to track your parcel on their website) to ensure that there are no delivery issues.



21. Will I be charged import duty?
We ship to all countries outside of the US basis on a DDU (Delivery Duty Unpaid). This means that you are liable for any local sales taxes or import duties which may be charged on your item(s). We have no control over these charges and cannot confirm how much the charges may be. You are also responsible for providing any information required by customs to ensure the goods are cleared. Occasionally goods may be subject to delays, due to customs or weather.
AZ by AZATURE online cannot be held responsible should local customs authorities wish to confiscate any items or charge any import duty. As the customer, you are responsible for paying the duty. Customs policies vary widely from country to country so we recommend you contact your local customs office for more information.



22. What do I do if my order hasn't been delivered after the specified time?
Late deliveries could be due to a number of reasons. First, please check to see where your shipment is with Fedex. Log in to 'My Account', click on 'View Order', then use your Airway Bill Number (AWB) to track your parcel on their website. The tracking information will state if there is an issue with your order. If it has left our warehouse, and you feel it's 'severely overdue' please contact Customer Services, quoting your order number, and they will investigate further.



23. Do I have to sign for my parcel?
Yes, all deliveries require a signature.



24. What if I am out when the courier tries to deliver?
If you are out when Fedex try to deliver, they will leave a card which contains their contact information and details about how to request a re-delivery. Please contact Fedex directly or email support@azbyazature.com to organize a convenient re-delivery date.



25. Can I send my parcel to a different address?
Yes, you have the option when ordering to choose a different delivery address to your billing address. After entering your billing address during step 1 of the checkout process, choose 'ship to different address'. Then continue to step 2, entering in your shipping/delivery information.



26. Can I have my items delivered to more than one address in the same order?
No, you can only enter in one delivery address per order. If you need to enter in different delivery destinations you will have to place a separate order for each shipping address.



27. My delivery is missing an item
Please contact support@azbyazature.com, stating the style/color that is missing, your full name, contact details and order number, so that we can look into this urgently.



28. I have received a defective item
We want all our customers to be completely satisfied with their goods, so if you believe there is a defect with an item you have received, please contact support@azbyazature.com stating the style/colour of the faulty item, your full name, contact details and order number, so that we can look into this immediately and get an alternative sorted out for you.



29. I have received an incorrect item in my order
If you have received an incorrect item in your order, please contact Customer Service as soon as possible.