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FAQ

  1. How do I place an Order on Aminameans.com?

Answer - To place an order simply follow these steps:

  1. Browse. Browse through our product categories and view more details on each product page.
  2. Select. Select your size and color (if the option is available) and add your chosen item to your shopping bag by clicking on the ‘BUY’ button.
  3. Review before purchasing. Review the items you have selected by clicking on your shopping bag displayed as ‘BAG’ at the top of any page. To delete an item from your shopping bag, click on the ‘DELETE' next to the item.

4.Purchase. Finalize your purchase by clicking on ‘CHECKOUT’ and following the instructions for providing your shipping address and payment information.

 

  1. Can I return a Product?

Answer - You can return any product purchased on Aminameans.com and receive a new Exchange. Shipping for returns is free of charge. You must ship the product you intend to Exchange within 7 days from the date of delivery. Products cannot be returned after 7 days from the date of delivery. 

 

  1. How do I know if an Item is in stock?

Answer - You can see which sizes are available in either of 2 ways. You can choose the category of product you are interested in and filter to display by size. The other way is to go to the detailed information page of each product where available sizes are displayed.

 

  1. Do I need to Create an Online Account to order?

Answer - You can place an order without registering. When you check out simply choose to make your purchase as a ‘guest’.

There are advantages to registering at the AM Solemateonline store, so we do recommend you take a minute to register.

For future purchases you can check out without having to re-enter your payment information and address information; you can save items to your wish-list, track your orders directly from ‘my account’, review your order history and make changes to or organize your personal details.

  1. How will I know when you have received my order?

Answer - After you have placed your order on Aminameans online.com, you will receive an email confirming that your order has been received. If you do not receive a confirmation that your order has been received within 24 hours of making your purchase, please contact Aminameans Customer Service at Info@aminameans.com.

Immediately after your order is placed our payment security and operations teams will confirm the payment authorization, and the availability of the product you purchased. There might be a verification of the payment card data before shipping your order. This normally requires less than 24 hours, but delivery times may be subject to delay by consequence.

If the payment authorization is fully approved and the product is available, the next email you will receive from us will be to confirm your order has been shipped. 

If there are any questions concerning the payment authorization or any issues regarding the item(s) you have purchased, you will be contacted by Amina Means Customer Service within 24 hours of your purchase.

  1. Can I change my delivery address once the order has been placed?

Answer – At Amina Means we make every effort to ensure that orders placed with our online store are processed as soon as possible. So, as soon as an order is placed and authorized, the order information is sent to our fulfillment department for processing. Once the order information is sent for processing, changes are no longer possible.

 

  1. Can I change my order once it has been placed?

Answer - If you wish to change your order after it has been placed, please contact Info@Aminameans.com Customer Service. We make every effort to ensure that orders placed with our online store are processed as soon as possible. So, as soon as an order is placed and authorized, the order information is sent to our fulfillment department for processing. Once the order information has been sent for processing, changes are no longer possible.

We offer free returns, so if it is too late to change your order, you can simply send it back to us. 

  1. Can I add an Item to an Existing Order?

Answer - We cannot add a product to an order or combine two orders in the same delivery after the order has been placed on our website. If you would like to add an item to your order, simply place a new order for the item.

 

  1. What size should I choose from?

Answer- All AM Solematesproducts originate in US sizes but are displayed in local sizes, which means UK size for UK, French size for France and Italian size for all other countries of the European Union. Just select your normal local size while shopping.

Different products may fit differently depending on the style. We offer free and simple returns.  

If you are interested in knowing the size conversion, for your convenience we have provided a for our shoes, accessories and ready-to-wear items.

  1. What Country does Amina means deliver to?

Answer – We currently deliver to US/Canada, Europe and Africa

 

  1. Can I include a Message with my order?

Answer - Yes. You can send any purchase as a gift simply by selecting the gift tab during checkout.

 When you select your purchase as a gift, you can include a message that will be printed on a gift card that features a hand drawn illustration by the designer Amina Means. The card will be placed in an envelope inside the box. The box will be enclosed with a gift ribbon. 

No price will be included in gift orders, for orders shipped to other countries, the price of the item will be indicated in the packing slip enclosed in the parcel as this is required for customs.

  1. Can I have my order wrapped?

Answer -  When you purchase an item as a gift, it is wrapped with gift ribbon around the AM Solemates by Amina Means product box. You can also include a personalized gift card in the parcel, by indicating a personal message during checkout. Gift Wrapping is free.

The price of the product will not be visible on the packaging, except for gifts sent to Canada, China, Japan, Switzerland, Norway, the United Arab Emirates and Hong Kong, where the prices of the products must be visible on the invoice

  1. Can I purchase a Gift Voucher?

Answer – Yes you can do this from the Aminameans.com site

  1. Do I pay duties or taxes on my Order?

Answer - In USA state sales tax is applied in accordance with local regulations, no duties will be due. The Sales Tax, where applicable will be calculated in the Shopping Bag after you indicated the state where you want to ship your order.

 

  1. How can I check the status of my order?

Answer - You can check your order status at any time by logging in to the Account page

  1. Can I exchange a product?

Answer - You can change size, without changing the model and color. You cannot exchange items with ones that are different from the item purchased originally.  

  1. What is your Return policy?

Answer - You can return any purchase you make with the Amina Means Online Store for an Exchange for items in as new condition. The return shipping is FREE. You must ship the item you wish to return back to us within 7 days of the date in which your order was delivered to you. Items returned to us after 7 days cannot be returned.

 

  1. Can I return an Item I received as a gift?

 

Answer - Yes. A return of an item purchased as a gift will result in an Exchange.
If you receive an item as a gift and wish to return it, simply follow the instructions on how to ship the item back, it is very easy and return shipping is free.

 

  1. What is the “As New” Condition?

Answer - Items returned to us need to be 100% ‘as new’. This means they cannot be worn except to try on, and they cannot have any scratches on any part of the uppers or soles, have any dirt, scuff marks or excessive wrinkles.
We suggest that when you are trying on shoes before you’ve decided to keep them, you only walk on carpets in order to protect the soles of the shoes. 
Items that are not ‘as new’ will not be accepted for return, and will be returned to you.

 

  1. Can I remove the Tags?

Answer - Tags affixed to products must not be removed if you plan to return your purchase(s). If the tags are removed, the products will not be accepted for exchange

  1. Returns Receipt Confirmation policy?

 

Answer - When we receive your returned merchandise back to our Returns Center, we will inspect the products to make sure they are in “as new” condition. You will receive an email that the return was received and an Exchange email confirmation would be sent. 

  1. Exchange Confirmation

 

Answer - When we receive your returned merchandise back to our Returns Center, we will inspect the products to make sure they are in “as new” condition. You will receive an email that the return was received and an Exchange would be resent free

  1. I cannot find a Return label in my parcel?

Answer - If you misplace your pre-paid return label, contact our Customer Service team at Info@Aminameans.com. They will send you a new one.

 

  1. What payment methods are accepted?

Answer - We accept payments by Credit/Debit Card, PayPal,and Bank Transfer.

  1. Is it safe to use my Credit Card?

Answer - The security of your payment details is a top priority for us. To ensure that your shopping experience is safe, simple and secure, Amina Means uses Secure Socket Layer (SSL) technology provided by Verisign to protect the data you send us over the internet. All credit card transactions on this site are processed using a secure online payment gateway which encrypts your card details in a secure host environment.

If you have any questions regarding the use of your credit card, please contact Amina Means customer service at 4053283111.

  1. Is saving my card secure?

Answer - You have the option to save your credit card details in ‘my account’, if you have created a personal account by registering on the store. Selecting this option allows you to check out more quickly the next time you place an order with us. Our site features state-of-the-art security systems to encrypt and manage your payment details.

If you prefer not to save your payment details in ‘my account’, you can delete all stored payment details at any time, directly in the “Payment Info” page.

Please see our Privacy Policy for further information.

  1. Is my personal information kept private?

Answer - At AM Solemates by Amina Means all the information you provide to us is kept private and confidential and is used only for purposes that you approve. Please see our Privacy Policy for further information.

  1. When will I be charged for my purchase?

Answer - Your credit card or PayPal account will be charged immediately your order is processed. You will get a shipping confirmation email as soon as the order is shipped and you were debited for the order. Prior to confirming your order, the amount authorized for the purchase will be reserved on your credit card or PayPal account.

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