Black Friday & Discount Codes 

Q. My discount code is not working? 

A. For the weekend of Black Friday and Cyber Monday all discount codes will cease to work. We unfortunately cannot fulfil our 10% to World Land Trust to protect the worlds forests and also provide discounts.

From Midnight Monday the 30.11.20 these codes will be active again so if you are looking to use a sign up code, free shipping code or indeed any other code you can do so again after this. 

Here are some of our most frequently asked questions. If your question isn't here or if you would like more information please contact us.

Placing An Order

Q. I am having trouble placing an order online, do you take phone orders?

A. We cannot take orders over the phone. You can try placing your order on a different device or browser. Otherwise, we are happy to speak with you and see if we can fix any issues you may be having.

Q. Is it safe to order online?

A. Yes, very. Idioma.world uses industry-standard SSL encryption to protect your details. Any sensitive information like your name, address and card details are encoded so they can only be read on the secure servers.

Q. I need to change my order, who can help with this?

A. If you want to edit or cancel your order then please notify us asap. Unfortunately, once your order has been processed we cannot make any changes or cancellation.

Payment

Q. Which credit cards do you accept?

A. We accept Visa, Mastercard and Maestro credit and debit cards, we are also able to accept payment through PayPal and Apple Pay.

Shipping 

Q. What countries do you deliver to?

A. We deliver to most countries in Europe. Also, the US, Canada, Australia & New Zealand to name a few! All of the countries that we ship to are listed on our shipping page. If you are unsure if we ship to your country, email us at hola@idioma.world and we will let you know.

Q. Will I have to pay import charges?

A. If you are outside of the EU then yes, you may need to pay import charges. Please make sure that you are aware of your country's import tax and or duty charges before you order from us. We cannot guarantee that we'll be able to refund your order if you refuse to pay the import charges.

Q. My order still hasn’t arrived, I think it is lost? If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately, we cannot resend your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished. This can take some time and sometimes we will have to wait to receive your order back at our HQ.

Q. What happens to deliveries around Bank Holidays?

A. Bank Holidays are non-working days in the UK so please allow for one extra day. 

Returns 

Q. How can I return an item to you?

A. To make a return please see our returns pages for all the information you need

Q. I shipped something back to you. Do you have it yet?

A. We process returns within 24 hours of receipt and will notify you by email when we have done so. For more information on returns please refer to this page.

Q. How long before I get a refund?

A. Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 2 and 5 working days depending on which bank you are with.

Q. I've sent back my order but I paid with a gift voucher. What happens now?

A. We always issue refunds according to the original payment method. So if you used a gift voucher your refund will go back onto the same gift voucher code. Please see our Returns & Exchanges page for more information.

I'm Having A Problem 

Q. Why can’t I add something to my basket?

A. If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.

Q. You've sent me the wrong item or part of my order is missing.

A. Firstly, please accept our sincerest apologies. We try really hard to make sure everything is perfect but mistakes can occasionally happen. Please contact us at hola@idioma.world and we'll get this resolved for you as quickly as possible.

Q. I have a faulty item, what should I do?

A. We are really sorry about this. Please email us at hola@idioma.world with your order number and a couple of photos of the fault and we'll sort this out for you. We may ask that you return the item to us.

Q. My order still hasn’t arrived, I think it is lost?

A. If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately, we cannot resend your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished. If you wish to contact the relevant courier this would be helpful and may speed up the resolution 

Best Shipping Methods 

Q. I live very far from the UK what is the best way to ship an item?

A. If you live very far from us, we’re very glad you have found us. It’s always best to use the more expensive options for quicker delivery without complications.

*It's always best to provide the correct email and phone number at checkout so the tracking is easily followed. The courier may need to contact you to deliver your goods. Any charges we incur from goods being returned to us that are a result of inactivity or lack of communication from the customer will be deducted from any refunds given. 

Product Queries 

Q. Why can’t I add something to my basket?

A. If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.

Q. Do you sell gift vouchers?

A. We do. You can view them here. Our gift vouchers are e-vouchers, which you should receive by email shortly after placing your order. When purchased with a greeting card a physical gift card will be provided. The code can be hand-written by the customer prior to gifting. 

Q. Can I reserve stock?

A. We cannot reserve stock I'm afraid.

Q. Where can I find a size chart?

A. You can find the size charts for all products in the images tabs or here.

Contacting Idioma 

Q. I’ve sent you an email, when will you reply?

A. We try to reply to all emails within 24 hours.

Our office is closed on weekends and Bank Holidays so we will look to reply the next working day. 

For all other queries and inquiries please contact hola@idioma.world