Shipping
How long does it take for an order to ship?
Can an order be shipped faster?
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?
Are there any additional taxes?
Our Atelier is based in Romania and this is from where we ship out all orders, so taxes may be applicable if you are shopping from countries based outside of the European Union. Import duties and taxes vary on a case by case basis, so 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 out of our control and the sole responsibility of the customer.Â
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 refuse the delivery of the parcel, it is not delivered back to us, but destroyed at the DHL facility. Given this, if the delivery of the order is refused for reason of not paying taxes, we will not be able to issue a refund for your order.Â
What happens if a shipment is lost or arrives damaged?
At the checkout, there is a shipping insurance option that can be added to your order. If the shipping insurance is paid, then in the case of a parcel being lost or damaged in transit, we will either resend the damaged/missing items, or in the case or Archive Sale items or out of stock fabrics, issue a refund or store credit. If you choose to place the order without insurance, then our responsibility ends the moment the order is handed over to the shipping company.
Unless the shipping insurance is paid, we will not be issuing refunds/store credit or resend orders in the case of lost, wrongfully delivered or damaged parcels. Please note that it is the customer’s responsibility to ensure both the address and the contact info left with the order is correct. If the shipping insurance is not purchased with the order, it is the client’s responsibility to file a complaint with the shipping company and settle the situation.Â
Returns and Refunds
What is your return policy?
Please note that items discounted more than 29% are considered final sale and are not eligible for returns
For Romanian Orders
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. If your order benefitted of free shipping sans a special discount, it is eligible for a free return as well.
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?
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. Â 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. Â The item must be returned in its original condition and packaging, however the “thank you” note received can be kept.
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.
Can custom orders be returned?
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.
Can sale items be returned?
All items that have a discount starting with 30% and up are not eligible for returns, refunds or exchanges. Archive sale items are not eligible for returns, refunds or exchanges.
