This is our FAQs page
1.1 Do I need to open an account in order to shop with you?
No, you don’t need to. You can make purchases and check out as a guest every time.
However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.
1.2 How do I /create an account?
Please click on “Login/Register” followed by ‘Create an Account’ and fill in your personal particulars.
1.3 How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
1.4 I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.
1.5 How do I pay for my orders?
We accept payments via Paypal and all major credit and debit cards such as Mastercard and VISA with 3-D Secure Payment.
Only for Romania we accept Cash on Delivery (COD) payments.
1.6 Can I amend and cancel my order?
Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.
1.7 I have a discount code, how can I use it?
Key in the coupon code at the field “Coupon Code” and click “Apply Coupon” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
1.8 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.
SHIPPING & DELIVERY
2.1 When will my order be processed?
All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on Bucharest Time (UTC/GMT +3hours).
2.2 How long will it take for me to receive my order?
The free standard courier delivery time frame is approximately 10-15 working days. For all international deliveries, the time taken is dependent on our logistics partners and their affiliates.
2.3 How can I track my delivery?
Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our local logistics partner, with your 6-digit Order Number for all deliveries.
2.4 What are the shipping charges like?
Shipping is FREE for all deliveries in Europe via standard courier. (PrioriPost, International Postal Service)
2.5 Can I change my shipping address after my order has been confirmed?
Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.
2.6 There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please contact us at email@example.com and we will get back to you as soon as we can.
2.7 I’ve received a defective item, what should I do?
We apologize if you had received a defective item from us. Please contact us at firstname.lastname@example.org with a snapshot of the product and we will get back to you as soon as we can.
2.8 I’ve received an incorrect item, what should I do?
We apologize for sending you the wrong item. Please contact us at email@example.com and we will get back to you as soon as we can.
2.9 I’ve purchased the wrong size or color
We provide exchanges only for size, and only if it’s available in stock. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.
Size exchanging does not apply to made-to-measure items, since that item was specifically crafted based on the measurements provided by you and we are not responsible in case of transmitting wrong body measurements. Please make sure to select the right size, based on our sizing charts, while for made-to-measure items it is your responsibility to provide the correct measurements.
2.10 I have not received my parcel, what should I do?
Kindly drop an email to firstname.lastname@example.org if you have not received your parcel after 10-15 working days and we will assist you accordingly.
2.11 Will there be an additional charge for redelivery?
There are additional charges for redelivery. It is supported by the customer.
2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?
You may check the status of your parcel via “Track your order” to find out why it might have been delayed. Alternatively, you may drop us an email at email@example.com and we will assist you further.