FREQUENTLY ASKED QUESTIONS

On this page, you will find answers to our most frequently asked questions.

As customs policies and import fees vary widely from country to country, we suggest you contact your local customs office for current charges before you order.

When ordering from outside our main region, your shipment may be subject to customs duties, import taxes, and handling fees charged by local authorities. These charges are not included in our prices and must be paid by the customer upon or before delivery.

How These Charges Are Calculated
Customs charges are typically calculated based on:

• The value of the goods
• Shipping costs
• The product category
• Local customs regulations in the destination country

Import VAT / tax is often calculated on the total value including duties and shipping.

Important Things to Know Before Ordering
Orders are shipped Delivered Duty Unpaid (DDU) . This means customs charges are not included at checkout. Any applicable fees must be paid by the customer before or upon delivery. We are unable to refund customs duties, taxes, or handling fees. If customs charges are not paid, the shipment may be returned or abandoned.

Why We Can’t Show Exact Fees in Advance
Customs rules differ by country and product type, and are controlled by local authorities. Because of this, exact charges cannot be calculated at checkout.

Helpful Tip
To avoid delivery delays, please keep an eye on emails or SMS messages from the courier, as they may contact you to collect customs charges before delivery.

ORDER PROCESSING AND SHIPPING

When will I receive my order?
We process and send orders during our main service hours, Monday to Friday (except for public holidays). We aim to dispatch orders within one to two business days after the receipt of payment, but during busy periods or sales, it may take a little longer. Once your order has been shipped, you will receive a shipping confirmation via email.

How do I track my order?
Once your order has been shipped, you will receive tracking information directly from the courier company or via our shipping notification. You can use this information on the courier’s website to view the current status of your parcel and the estimated delivery date.

I haven’t received an order confirmation. What do I do?
After placing an order, you should receive an email confirmation within a few hours. Please be sure to check your spam and promotions folders in case it was filtered there. If you have not received a confirmation email after 24 hours, please contact us through the form on our website.

Can I cancel or change my order after it has been placed?
If you wish to cancel an order that has not been shipped yet, please contact us immediately through our website. Please note that we cannot guarantee that the order has not already been processed and packed, and we may not be able to cancel it.

We are unfortunately not able to change orders directly. Should you wish to change your order (for example, to a different size or item), please contact us as soon as possible. We will then do our best to cancel the original order so you can place a new one with the correct items.

RETURNS

How do I return an item?
Our return policy allows you 30 days from the date of receipt to return your order.

The returned items must be returned to our designated facility in their original packaging and in the same condition in which they were delivered. This includes all original tags, authenticity cards, dust bags, and any other accessories. Please note that we do not accept items that have been washed, worn, or altered. Shoes must be tried on a carpeted surface and returned in their original, undamaged box. Damaged or soiled items will be sent back to the customer, and refunds will be refused.

How to Return:

1. Place the article(s) you wish to return in a suitable bag or box, ensuring they are secure for transit. Using the original packaging is recommended.
2. Include a note inside the package clearly stating your name, order number, and which items you are returning.
3. Ship the return package to the address provided in your order confirmation or customer account area. You are responsible for arranging and paying for the return shipment.
4. We strongly recommend that you use a tracked and insured shipping service and keep the receipt as proof of your return. We cannot be held responsible for packages that are lost or damaged in transit back to us.

Have you received my return?

• You will receive an email from us once your return has been received and processed at our facility.
• We aim to process your return within 10 business days of receiving the package.
• Please note that processing time may vary, depending on the volume of returns we are handling at the time.
• Returns from outside our main region may take longer to reach us and be processed.

When will I receive my refund?
Once your return has been received and approved after a quality control check, we will process the refund. Refunds are typically completed within 5-10 business days and will be issued to the original payment method used for the order.

We strive to process returns as promptly as possible, but during peak periods, processing times may be slightly longer. We appreciate your patience and understanding.

PRODUCT AND FIT

How do I choose the right size?
We provide size information on each product page. This includes the EU size and, where possible, the measurements of the garment. We also note the height and the usual size of the model featured in the product images. This can give you a good indication of how the item might fit on someone with a similar body type. Keep in mind that the fit may still vary depending on your own unique body shape and size.

Kindly note that we use standard EU sizing for all products.

DAMAGED OR INCORRECT ITEMS

What do I do if my item is damaged or defective?
If you receive an item that is defective or damaged, or if we have accidentally delivered the incorrect goods, please contact us immediately through the contact form on our website. Please include your order number, a description of the issue, and clear photographs of the damage or defect if applicable.

Our team will review your claim and provide further instructions. All articles are covered by applicable consumer protection laws, which may give you rights to a remedy such as repair, replacement, or a refund. Please note that defects or damage caused by normal wear and tear, negligent use, accidents, or lack of maintenance are not covered. Items with delicate details like sewn-on sequins, beads, studs, or specific fabrics like knit and silk should be treated with care as instructed on their care labels, as some wear may occur with normal use.

EXCHANGES AND RESERVATIONS

Do you offer exchanges or item reservations?
We apologize, but we do not offer item or size reservations, nor do we facilitate direct exchanges. If you require a different size or item, we kindly ask that you return the original purchase for a refund and place a new order through our website.

PAYMENT

Can I pay in a different currency?
When you visit our website, prices are displayed in the primary currency of our operation. All prices stated on the product pages include applicable taxes. Your bank or payment provider may offer currency conversion, but the final charge will be processed in our store’s currency.

OTHER INQUIRIES

I have a collaboration or press request
If you have any inquiries or proposals regarding collaborations, partnerships, or press, please contact us through the dedicated form or email address listed on our website’s contact page. We would be delighted to discuss any opportunities or ideas you may have.

If you cannot find an answer to your question above, you are more than welcome to contact us through the contact form on our website.