In the case of a custom order, we do not accept returns; because if we modify a design for you, we cannot sell it with the alterations we made especially for your body type or preferences to another client.
How long does it take for an order to ship?
Since we’re a starting out brand and we have 15 sizes, we cannot afford to work with stocks, which prolongs our delivery times, as each item it sewn (with love) after an order is placed. The pandemic has prolonged our processing time, while it used to be 5-10 working days, at the moment please allow up to one month for orders to be processed. We hope to be able to progress and return to our normal processing time soon. After an order is completed (you will receive a confirmation email), orders will be delivered normally in 48 hours, sometimes longer if delivering to a remote area. Shipping costs are available in the cart & checkout area.
Can an order be shipped faster?
If you want an item for a special occasion & would like to expedite the order, we have the express shipping option at the checkout that takes at most 2 working days to be processed & shipped out.
Where is my tracking code?
After your order has been completed, you will receive an email and a text message with info regarding the delivery and your tracking code. These are sent out automatically by the shipping company (DHL) – if you do not receive one, please contact us.
Can I choose a certain day for my delivery?
If you’d like to receive your order on a certain day, please leave a note when placing the order and we will get in touch in regards to your request.
Are there any additional taxes?
That depends on your country’s import policy, it is not up to us. Usually customs taxes are required when receiving an order from another continent or from outside the EU (if you are based in EU). These possible additional taxes will be supported by the customer.
What is your return policy?
Returns are free for all orders delivered locally. If you would like to issue a return, please get in touch via the contact form stating your order number in your request and we will get back to you with step by step instructions.
FOR INTERNATIONAL ORDERS:
- RETURN VIA OUR DHL CONTRACT – Since the pandemic started, there have been several issues affecting returns that were not in our control (postal services becoming overwhelmed and losing parcels, returning them to senders or taking over two months to deliver). So we tried to find a way of making returns safer, faster and most likely cheaper than normal postal fees – we came up with the option to return via our DHL contract. The return will be tracked & get to us in less than two weeks. You will be able to set a time & date with DHL and a courier will come pick the parcel up. If this sounds like the alternative for you, please get in touch and we will communicate the fee for your region (will not be significantly more than the shipping fee paid with the order, depending on the area either +3, 5 or 7EUR/USD/GBP, unless retuning from a remote area).
- RETURN BY YOURSELF – The cost for international returns is supported by the customer. You are free to choose any postal provider you prefer. After the parcel reaches us, you will be refunded the item’s value. If you would like to issue a return, please get in touch via the contact form stating your order number in your request and we will get back to you with step by step instructions.
Do you have an exchange policy?
For Romanian orders, we can exchange your item with a different size/colour or with another item of the same price, however if you are not based in Romania, if you want to exchange your item, you will have to issue a return (and get refunded) and place a new order for the item you want.
How does the refund work?
After the item that has to be refunded has reached us, we will refund the price you paid for the item, without the shipping fee. In order for an item to be eligible for refunding it has to still have its original tags, show no signs of wear & tear (stains, smells, rips). It doesn’t have to come in its original packaging though – the note & stickers are for you.
Just make sure it is packaged safely so it doesn’t get damaged on its way back to us.
How long do I have to return an item?
After an order has been delivered, you have 14 days to get in touch with us and issue a request for a refund, then 7 days to send out the item/s either individually or via our DHL contract.