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 in between two to four weeks 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 via DHL Express, 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). If you are not based within the EU and receive orders from us (as we are in the EU), taxes might again be applicable. It is best to get in touch with your local administration to determine whether or not taxes will be applicable. These possible additional taxes are unfortunately out of our control and will be supported by the customer.
ATTENTION CUSTOMERS BASED IN THE UK: Since the UK left the EU in January, we’ve been notified by clients that import duties are now required to be paid for parcels coming from outside the UK.
The possibility of import fees or taxes is stated all throughout our checkout process and site (both in the cart and checkout area) and by placing an order and accepting the terms and conditions you are agreeing that you are responsible to pay said taxes. If you refuse to pay the taxes and the parcel it is returned to us, you will be refunded the item’s value without both shipping and return charges we get charged by DHL for an unfinished delivery.
What is your return policy?
PLEASE NOTE THAT ITEMS DISCOUNTED MORE THAN 39% ARE CONSIDERED FINAL SALE AND ARE NOT ELIGIBLE FOR RETURNS
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:
We are currently offering both paid and free returns, depending on your order’s value. We are able to offer free returns on all orders over 200€ for Europe, USA & Canada and over 250€ for the rest of the world. For orders smaller in value, please refer to our usual return policy below.
RETURNS 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 in need of a return, please get in touch and we will communicate the fee for your region (usually will not be significantly more than the shipping fee paid with the order, depending on the area either + 5 or 7EUR/USD/GBP, unless retuning from a remote area or in case of orders with several items that exceed 1kg – then there are extra weight surcharges from DHL) and set up the return for you.
Given the amount of parcels that were lost by the post, we unfortunately can no longer accept that as a return option, so we ask you to please respect our policy. If you decide to disregard our policy and return an order via the post anyway, the parcel will not be picked up and will be returned to you.
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). If the item does not have its tags or is damaged, shows clear signs that is was washed or in any way not in the same condition it was shipped, the return will not be accepted and the item will get shipped back to you. The return must include the slip dress (if received) with tags intact and any other complimentary clothing items adjacent to the item you are returning. 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 you will receive all information and guidelines on how to set up a return via our DHL contract.