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Frequently asked questions
PRODUCT CARE
How should I care for my HIYA garment?

Our garments are crafted with delicate fabrics, intricate embroidery and traditional Moroccan detailing that require special care.

To preserve their beauty and quality, we recommend professional dry cleaning only. Certain traditional Moroccan embellishments, such as Sfifa, must not come into contact with water.

Please avoid machine washing, hand washing and soaking your garment, as moisture may damage delicate materials and decorative elements.
Can I wash my Takshita or Caftan at home?

No, we strongly advise against washing your HIYA garments at home.

Due to their delicate fabrics, embroidery and traditional Moroccan craftsmanship, all our pieces require professional dry cleaning.

Machine washing and hand washing are not recommended for any of our collections.
How should I store my garment?

For heavily embroidered pieces, particularly those featuring delicate mesh fabrics or intricate embellishments, we recommend using the garment bag provided with your order to protect them from dust, friction and potential damage.

Simpler designs, such as our Shaped Caftans and Abayas, may be stored on suitable hangers to maintain their shape.

For heavily embellished garments, avoid prolonged hanging if the weight of the embroidery may stretch or distort the fabric.
Can I iron or steam my garment?

We recommend using a garment steamer to gently remove wrinkles while preserving the delicate fabrics and intricate details of your HIYA piece.

If ironing is necessary, use a low temperature and proceed with extreme care. Avoid direct contact with embroidery, embellishments and delicate decorative elements.

Always test on a small, inconspicuous area first.
SHIPPING & DELIVERY
How long does delivery take?

Delivery times vary depending on your destination and selected shipping method. During checkout, you can choose from the available shipping options and view the estimated delivery time for each option before completing your purchase.
Do you offer worldwide shipping?

Yes, we offer worldwide shipping! All orders are carefully prepared and dispatched from Austria.

If your country is not listed as an available shipping destination at checkout, please feel free to contact us. We will be happy to assist you.

You can reach us via:

  • WhatsApp: +43 677 61839468
  • Instagram: @hiyahautecouture
  • Email: hiyahautecouture@gmail.com
How much does shipping cost?

Shipping costs vary depending on your destination and the selected shipping method.

The available shipping options and their corresponding costs will be displayed during checkout, allowing you to review and select your preferred option before placing your order.
How can I track my order?

Once your order has been dispatched, you will automatically receive a shipping confirmation email containing your tracking number and a link to track your package.

We primarily ship with DHL, UPS and Austrian Post.
Will I have to pay customs duties or import taxes?

All orders are shipped from Austria, within the European Union.

Orders within the EU: No customs duties apply to shipments delivered within the European Union.

Orders outside the EU: Depending on your destination country, customs duties, import taxes may apply. These charges are not included in our product prices or shipping costs and are the responsibility of the customer.

Your shipping carrier may contact you directly to arrange payment of any applicable charges before your package can be delivered.

We strongly recommend checking your country’s import regulations and potential charges before placing an order, as we do not cover customs duties, import taxes or related fees.
What happens if I refuse to pay customs duties?

If you refuse to pay the applicable customs duties or import taxes, your package may be returned to us by the shipping carrier.

Once the returned item has been received and inspected, we will process a refund for the product price.

Please note that the shipping costs are non-refundable where permitted by applicable law, as the shipping service has already been provided.

As outlined in our shipping information, customers are responsible for checking and paying any applicable customs duties and import taxes in their destination country.
SIZING & FIT
How do I choose the right size?

Our Bridal, Takshita and Abaya collections are designed in One Size, offering a versatile fit that accommodates a wide range of standard body sizes and heights.

Our Bridal and Takshita pieces feature an adjustable waist belt, allowing you to define your silhouette and customize the fit to your preference.

Our Shaped Caftans  are available in sizes S, M, L and selected styles in XL. We recommend choosing your usual clothing size. These designs feature adjustable back laces, allowing you to tighten or loosen the garment for a more personalized fit.

If you require a size outside our standard range, please contact us. We will be happy to discuss available options and help you find the perfect fit.
Can you help me find the perfect fit?

Of course! We understand that finding the perfect fit is essential, especially for special occasions.

If you are unsure about sizing or would like additional measurements and fitting advice, our team will be happy to assist you.

You can reach us via:

  • WhatsApp: +43 677 61839468
  • Instagram: @hiyahautecouture
  • Email: hiyahautecouture@gmail.com
Do you offer custom sizing?

Yes, customization and alterations may be available depending on the design and its specific details.

If you require individual measurements or adjustments, please contact us to discuss your preferences.

Our team will review your request and provide information about the available options, pricing and any additional costs.

Please note that customization services are subject to availability and involve additional charges.
RETURNS
What is your return policy?

We accept returns within 14 days of receiving your order.

Items must be returned in their original condition, unworn, unwashed and free from damage. We kindly ask that you handle our garments with care and return them with their original packaging and tags whenever possible.

Please note that customized or personalized items made specifically to your individual requirements are not eligible for returns due to a change of mind.
How can I return an item?

If you wish to return an item, please contact us within 14 days of receiving your order. Our team will be happy to assist you with the return process.

You can reach us via:

  • Email: hiyahautecouture@gmail.com
  • WhatsApp: +43 677 61839468
  • Instagram: @hiyahautecouture

Returns should be sent to the following address:

HIYA Haute Couture
Lore-Kutschera-Weg 16/1/45
1120 Vienna
Austria
Who covers the return shipping costs?

Return shipping costs are the responsibility of the customer, regardless of the destination country.

However, if you receive an incorrect or defective item, we will cover the necessary return shipping costs.

All returned items are inspected upon arrival to verify their condition and assess any reported issues.
When will I receive my refund?

Refunds are issued to the original payment method used for your purchase.

Once we have received and inspected your returned item, we will process your refund as soon as possible.

Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider.
What should I do if I receive a damaged or incorrect item?

If you receive a damaged, defective or incorrect item, please contact us as soon as possible.

We kindly ask you to include your order number and, if possible, photographs showing the issue. This will help us review your request and assist you more efficiently.

You can reach us via:

  • WhatsApp: +43 677 61839468
  • Instagram: @hiyahautecouture
  • Email: hiyahautecouture@gmail.com