FAQ
Frequently Asked Questions (FAQ)
Welcome to the Droraie FAQ page. Here you’ll find answers to common questions about ordering, payments, shipping, delivery, order changes, and post-purchase support.
If you cannot find the information you need, please contact us at support@droraie.com. To help us assist you efficiently, include your order number and the email address used to place your order.
Ordering & Payments
Q: How do I apply a discount code?
To apply a discount code during checkout using PayPal or a credit/debit card, follow these steps:
- Select the product you wish to purchase and click “Add to Cart.”
- Open your cart and proceed to checkout.
- On mobile, tap “Show order summary”, then enter your discount code in the designated field.
- On desktop, enter your discount code in the field displayed on the right side of the checkout page.
- Click “Apply” and confirm that the discount has been deducted from your order total.
- Continue with your payment using PayPal, Apple Pay, Google Pay, or your credit/debit card details.
Please make sure the discount code is entered correctly and has not expired. Some discount codes may be subject to minimum-spend requirements, product restrictions, or other promotional conditions.
Q: What payment methods do you accept?
We accept a range of secure payment options, including:
- PayPal
- Visa
- Mastercard
- American Express
- Diners Club
- Most major debit and credit cards
- Apple Pay
- Google Pay
The available payment methods may vary depending on your location and device.
Q: How much is the shipping fee?
Our standard shipping fee is typically USD $5.99 for worldwide delivery.
The final shipping cost may vary depending on your destination, order value, product type, and any active promotions. The exact shipping fee will be clearly displayed at checkout before you complete your purchase.
Shipping & Delivery
Q: Do you offer international shipping?
Yes, Droraie ships internationally.
We work with fulfillment centers and logistics partners in different regions. Depending on product availability and your delivery address, your order may be shipped from the nearest available warehouse or from more than one fulfillment location.
Q: How long does shipping take?
Our estimated delivery time is generally 10–20 business days after your order has been processed and dispatched.
Please note that delivery times are estimates and may vary due to:
- Destination country or region
- Customs clearance procedures
- Local courier operations
- Public holidays
- Weather conditions
- High-volume shopping periods
- Other circumstances outside our reasonable control
Processing time is separate from shipping time.
Q: How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
You may use the tracking number on the relevant carrier’s website or through a universal shipment-tracking service such as 17TRACK.
Q: Why isn’t my tracking information updating?
Please allow up to 24–48 hours after receiving your shipping confirmation for the tracking system to display the first update.
It is also normal for a shipment to go several days without a new tracking update while it is:
- Moving between carrier facilities
- In international transit
- Awaiting customs clearance
- Being transferred to a local delivery partner
If your tracking information has not updated for an extended period, please contact us at support@droraie.com and include your order number and order email.
Q: I only received part of my order. Why?
If your order contains multiple items, the products may be dispatched separately from different warehouses.
This may occur because:
- Items are stored at different fulfillment centers
- Products become available at different times
- Separate shipping may help reduce overall delivery time
Each package may have its own tracking number. The relevant tracking information will be sent to the email address used to place your order.
Receiving one package does not necessarily mean the remaining items are missing.
Q: Will I have to pay customs duties or import taxes?
Depending on your destination country or region, your order may be subject to customs duties, import taxes, handling fees, or other local charges.
These charges are determined by local customs authorities and are generally the responsibility of the recipient unless otherwise stated at checkout.
Droraie does not control the amount of any customs charges imposed by local authorities.
Order Modifications & Cancellations
Q: Can I change my shipping address, name, or phone number?
Address and contact-detail changes are extremely time-sensitive.
Please contact us immediately at support@droraie.com with the subject line:
Urgent: Address Change
Include the following information:
- Your order number
- The email address used to place the order
- The recipient’s full name
- The complete and correct shipping address
- The correct telephone number
We will make reasonable efforts to update your information if the order has not yet entered the fulfillment or shipping process.
Once an order has been dispatched, we may be unable to change the delivery information. In that situation, you may need to contact the courier directly.
Q: Can I change the items in my order, such as the size, color, or quantity?
Product changes are also time-sensitive.
Please email support@droraie.com as soon as possible with the subject line:
Urgent: Order Change
Include:
- Your order number
- The email address used to place the order
- The item you originally ordered
- The specific change you would like to make
We can only accommodate a change if the order has not yet entered the fulfillment process. This processing window may be very short.
If the requested change affects the price of your order, additional payment or a partial refund may be required.
Q: Can I cancel my order?
An order may be canceled if it has not yet been processed or dispatched.
Please contact support@droraie.com as soon as possible and include:
- Your order number
- The email address used to place the order
- The reason for the cancellation request
A handling or processing fee may apply where permitted.
Once an order has been dispatched, it can no longer be canceled. You may need to wait until the order is delivered and then follow the applicable return procedure.
Q: Why was my order canceled?
An order may be canceled for reasons including:
- Payment authorization failure
- Suspected fraudulent activity
- Incorrect or incomplete billing information
- Product unavailability
- Duplicate orders
- Delivery restrictions
- Inability to verify the order details
If your order is canceled, we will normally send a notification to the email address used during checkout.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We sincerely apologize for the inconvenience.
Please email support@droraie.com and include:
- Your order number
- The email address used to place the order
- Clear photos or a video showing the damaged item
- A photo of the outer packaging
- A clear photo of the shipping label
- A brief description of the damage
Please keep the damaged product and all original packaging until our support team has reviewed your request.
The information provided will help us assess the issue and determine the available resolution.
Q: What should I do if my item has a quality issue or defect?
We take product quality seriously and are sorry if your item did not meet expectations.
Please contact support@droraie.com and provide:
- Your order number
- The email address used to place the order
- A clear description of the quality issue
- Photos or a short video clearly showing the defect
- The date the issue was first noticed
Our support team will review the information and advise you of the available next steps.
Q: I received the wrong item. What should I do?
We apologize for the error.
Please email support@droraie.com and include:
- Your order number
- The email address used to place the order
- A photo or video of the item received
- A photo of the product packaging
- A photo of the shipping label
- The name or description of the item you originally ordered
Please do not discard the incorrect item or packaging until our support team has reviewed the case.
Q: An item is missing from my order. What should I do?
First, check your shipping confirmation emails to determine whether your order was divided into multiple packages.
If all packages have been delivered and an item is still missing, contact support@droraie.com and include:
- Your order number
- The email address used to place the order
- A list of the missing items
- Photos of the items received
- A photo of the shipping package and label
Our support team will investigate the matter and assist you with the available resolution.
Q: My package shows as delivered, but I have not received it. What should I do?
Please take the following steps:
- Check around your property, mailbox, reception area, building entrance, or other secure delivery locations.
- Ask household members, neighbors, building management, or reception staff whether they accepted the package.
- Review the tracking information for any delivery notes or photographs.
- Contact the local courier for additional delivery details.
If you are still unable to locate the package, email support@droraie.com with your order number, order email, and tracking number.
Q: What should I do if my package is returned to the sender?
A package may be returned because of:
- An incomplete or incorrect address
- Failed delivery attempts
- The package not being collected
- Delivery restrictions
- Refusal by the recipient
- Customs-related issues
Please contact support@droraie.com and provide your order number and the correct delivery information. Additional shipping charges may apply if reshipment is requested.
Returns & Refunds
Q: How do I request a return?
To request a return, contact support@droraie.com before sending any item back.
Include:
- Your order number
- The email address used to place the order
- The item you wish to return
- The reason for the return
- Relevant photos or videos, where applicable
Our support team will review your request and provide return instructions where the return is approved.
Please do not send products to the registered company address without prior authorization. Unauthorized returns may not be accepted or processed.
Q: When will I receive my refund?
Once an approved returned item has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds are normally issued to the original payment method. The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
Original shipping charges and return shipping costs may be non-refundable unless the return is caused by a confirmed product defect, damage, or fulfillment error.
Q: Can a refund be issued to a different payment method?
Refunds are generally issued only to the original payment method used for the purchase.
For security and payment-processing reasons, we may be unable to send a refund to a different card, bank account, or payment service.
Account & Communication
Q: I didn’t receive an order confirmation email. What should I do?
First, check your:
- Spam folder
- Junk folder
- Promotions folder
- Other filtered email folders
Also confirm that the email address entered during checkout was correct.
If you still cannot locate the confirmation email, contact support@droraie.com and provide:
- Your full name
- The email address you believe was used during checkout
- The approximate order date
- The amount paid
- Any available payment reference
We will attempt to locate your order and resend the confirmation.
Q: I haven’t received my tracking number yet. What should I do?
Tracking numbers are typically sent 1–2 business days after an order has been processed and dispatched.
If you have not received your tracking information:
- Check your spam or junk folder.
- Confirm that the email address used during checkout was correct.
- Allow sufficient time for order processing.
If it has been longer than expected, contact support@droraie.com with your order number and order email.
Q: How can I contact customer support?
You may contact our customer support team by email or telephone.
Email: support@droraie.com
Phone: +1 (938) 348-8197
When contacting us about an existing order, please include your order number and the email address used to place the order.
Corporate Identity & Contact Information
Brand Name: Droraie
Corporate Entity: WINDMILL 1A LTD
Registered Address: 232 Hoe Street, London, England, E17 3AY
Customer Support: support@droraie.com
Phone Contact: +1 (938) 348-8197
Please note that the registered address is provided for corporate identification and administrative purposes. Customers should not send returns to this address unless return instructions have been provided and authorized by our customer support team.