FAQ

Got a question about your order or the purchasing procedure on the Realwill website?

The help section below is a quick and easy way to find the answers to your questions.

Can't find the answer to your question? Don't worry, we're here to help by telephone or email.

Email: contact@realwill.com

A - Ordering

1. Are the items shown in the online store available?

The items shown in the online store are generally available for sale. However, certain colours or sizes may be sold out. When you select a colour and size on the item page, its availability is displayed on the screen.

A product may occasionally become unavailable after your order is confirmed, in which case you will be informed by email as soon as possible.

2.Is there a minimum order value?

No, any order can be placed on the Realwill website with no minimum purchase amount.

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

You will automatically receive emails from us telling you about the progress of your order. For additional information, you can also contact us, visit the carrier's website using your tracking number provided by them, or check the 'My Account' section on our website.

You can also track your order's shipping status by clicking here.

4. Can I amend my order after confirming it?row

Once your order has been placed and sent to us, no amendments are possible. However, you can contact us by email : contact@realwill.com.

B - Payment

1. How can I pay for my purchases on the Realwill website?

All our payment methods have been carefully selected to make the ordering process as simple and smooth as possible. The Aubade website offers the following payment methods: Credit card, Paypal and many other options depending on the country you are ordering from.

2. When will my credit card be debited?

The amount will not be debited from your credit card until your order leaves our warehouse.

3. Is my payment secure?

We use Global-e to manage our international transactions, including the payment process. Global-e collaborates with leading Payment Service Providers (PSPs) to ensure the security of your transactions. Here's how your payment is protected:

  • Compliance with standards: Global-e's payment partners adhere to the strictest industry security standards, including PCI DSS (Payment Card Industry Data Security Standard).
  • Data encryption: All sensitive information is encrypted during transmission, ensuring the protection of your personal and financial data.
  • Fraud detection: Advanced fraud detection systems are in place to monitor transactions and identify any suspicious activity.
  • Strong authentication: Secure authentication methods are used to verify users' identities and prevent unauthorized access.
  • Data protection: Only information strictly necessary for processing your order is collected, respecting your privacy.

By choosing Global-e as our partner for international transactions, we offer you a safe and reliable payment environment, designed to protect your information throughout the purchasing process.

4.Will my card details be retained?

No bank, card details or account details are stored on our website. Your banking information is directly captured on the secure servers of our partners who handle the technical and financial processing for us. The banking data you provide is encrypted on your own computer and is never transmitted in an unencrypted form over the internet.

C - Delivery

1. Which countries do you deliver to?

We currently sell Realwill products in the United States, and we are gradually expanding to other countries. Register to stay updated on our latest news.

2.What are the delivery charges?

Free Shipping on U.S. Orders $59+,no minimum purchase.

3.How long are your delivery times?

After your order ships, please allow 6 to 10 business days for delivery.(shipping times are an estimate window from shipper and are not guaranteed, they could be subject to change without notice)

Can I track my order?

Once your parcel has been handed over to the carrier, you will receive an email containing your dispatch confirmation as well as a tracking number.

These details are also accessible from your customer account.

You can also track your order with our partner 17TRACK using the following link:
https://realwill.com/apps/17TRACK

D - Returns

1. How do I return an item?

You have 30 days from the date you receive your parcel to change your mind and return the goods for free.

Articles must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been worn, washed or marked. The label enclosed in the order needs to be added to the return parcel. Without it we will not be able to identify the order and proceed to its refund.

If a free item or other gift was offered or enclosed with your order, this must be returned to Realwill at the same time, otherwise the return request cannot be processed.

We accept international returns. Items must be unworn, unwashed, in their original condition and with all tags attached.

Please note: All returns or exchanges must have a return form and number. Instructions are noted below.

  1. Only garments in original condition with tags intact will be accepted.  
  2. Returns/exchanges must be made within 30 days from the day of delivery. This period is extended to 6 weeks for purchases made between Thanksgiving and Christmas.
  3. Returns/exchanges are processed within 10 business days.
  4. All refunds will be credited to the original form of payment.

Original shipping fees are not refundable.

  1. Sale category garment(s) are final sale and non-refundable. No exchanges.
  2. Vouchers, codes, and gift cards purchased outside realwill.com are nonrefundable and purchases made with them are valid for exchanges only.

RETURN/EXCHANGE INSTRUCTIONS

  1. Click here to Start a Return.
  2. Type in your Order # and email address (email address must be the same used to place the original order).
  3. Select the items(s) to be returned.
  4. Print the return authorization form, which you should include with your package.
  5. Print the return label from the returns portal and place it on your package.

Please re-use the same shipping package to ensure a safe return.

International customers can only return products for a refund, exchanges are not allowed.
Return fees will be deducted from your refund.

All sale items are final sale, no refunds or exchanges.
Customers purchasing from the EU have a 14-day right to withdraw from your purchase, starting from the day you receive your goods, without needing to provide a reason. This includes final sale products.

2. When and how will I be refunded?

The refund will be processed within a maximum of 15 business days after receipt and validation of your return, using the same payment method that was used for the original payment.

3.Have you received my return?

We will send you a notification email as soon as we receive the items returned to our warehouse.

E - Prices

Do the prices shown include VAT?

Yes, the item prices include VAT. You will not therefore have any additional taxes to pay.

F - Products

Is there a size guide?

Yes, each of our product pages includes a size chart. If you're still unsure, feel free to contact our customer service department，where one of our advisors will take the time to measure you and find the right size to fit you.

G - Security

Are my personal details protected?

We know that the confidential processing of our customers' details is very important to them. To gain your trust, we strictly adhere to the provisions set out in the data protection act. Details relating to your orders, personal details and payment details are of course processed in a confidential way, and protected by our IT security systems.