Customer Service

HOW TO SHOP

We hope that shopping online with us  is an easy and enjoyable experience. To make sure of that we have included filters which enable you to shop by garment, as well as a personal wishlist where you can save your favourite items to buy later.

When you are ready to place your order, you can either use our guest checkout where no registration is required or you can create a password-protected account.

We recommend you create an account where we will save your name and billing address for the next time you visit our online shop. This way your future shopping experience will be more pleasant. The highest security is guaranteed when handling your data.

Follow this easy steps we created for you when you want to place your order:

  1. Choose the section from the item page
  2. View the products you are interested in and click on the photograph to zoom in and see every detail, available sizes, composition and price.
  3. Select an item of clothing and add it to your basket. You can then choose to continue shopping or to process order.
  4. If you would like to process your order you can do so by either registering or checking-out as a guest.
  5. Choose whether you would like to collect your order at our showroom or have it delivered by courier.
  6. Select a payment method.
  7. Confirm the order.
  8. You will receive an email confirming your order.

FREQUENTLY ASKED QUESTIONS

WHEN WILL MY ORDER ARRIVE?

We always try to make sure you will receive your items as quickly as possible.

Once we have received your order confirmation, it can take between 5 – 10 working days to reach you in Romania, between 10-12 working days in Europe and between 12-15 working days Worldwide. We will keep you updated as much as possible, but you can always track your order on your account. If there are any problems, don’t hesitate to contact our Customer Service team!

HOW CAN I CHANGE AN EXISTING ORDER?

We start to process your order as soon as you place it so that you receive your items as quickly as possible. This means that if you change your mind or realize that you have made a mistake after placing your order, please contact the Customer Service team in maximum 1 hour after making the order and we will be happy to help you.

If your order has already been dispatched from our studio before you can cancel or change it, simply return it to us for a refund when you receive it and place a new order.

WHEN I SEND A RETURN OR EXCHANGE BACK TO YOU, HOW LONG WILL IT TAKE?

Once you have posted your return or exchange back to us it can take up to 15 days to reach our warehouse – when it arrives we’ll make sure to send you an email. The refund or exchange will then be arranged for you. We always try to be as fast as possible, but during busy periods it may take a little longer.

IN WHICH COUNTRIES IS IT POSSIBLE TO SHOP ONLINE?

You can currently shop in Spain, Portugal, France, Monaco, Italy, Germany, Poland, Austria, Switzerland, Greece, Malta, Romania, Bulgaria, Croatia, Slovenia, Hungary, Czech Republic, Slovakia, Estonia, Latvia, Lithuania, UK, Ireland, Belgium, Holland, Luxembourg, Sweden, Norway, Denmark, Finland, Russia, USA, Canada, Mexico, Japan, Taiwan, Macau, Hong Kong, South Korea, China and Turkey.

ARE OUT-OF-STOCK ITEMS RESTOCKED?

We always try to re-stock our popular styles to give you the best possible selection of timeless, functional and considered garments for the season. If no stock is available, it will be removed from the website.

WILL I RECEIVE THE SAME PRODUCT THAT I SEE IN THE PHOTO?

Yes, except in the case of products which are hand crafted or digitally printed, in which there may be slight differences in the final product.

HOW CAN I BE SURE THAT I’VE MADE MY PURCHASE CORRECTLY?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, please contact our Customer Service team.

CAN I TRACK MY ORDER?

Yes, you can see the updated status of your order in real time. To do this, go to the “Orders” section in your customer account page  and click “View” to get information about your order. Or you can click on the “Order Tracking” button located on the bottom of the page, where you will be required to enter your Order ID ( received in your confirmation e-mail ) and Billing Email.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT ITEM?

If you were to accidentally receive an item that you did not order, please contact our Customer Service.

PAYMENT

We offer the following payment methods:

Cash on delivery – (available only in Romania)

Pay with cash when receiving your order.

Credit Card

We accept online card payment via Paypal.

Bank Transfer

We want to make it as easy as possible for you to pay, so you can choose the direct bank transfer option at check out.

You can choose to pay with a direct bank transfer at:
……………………………

PAYMENT SECURITY

For card purchases we work with an authorized payment agent that helps us to check directly with your bank that the card is valid for purchases. The data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

MY ACCOUNT

Why should I create an account?

We recommend you to create an account where we will save your name and billing address for the next time you visit our online shop. This way your future shopping experience will be more pleasant. The highest security is guaranteed when handling your data.

In your account you will have access to:

Placed Orders

In your account you can track the status of the order you have placed. If the order is being sent to your home address, you will find links to track the delivery.

Address book

Use the address book to store as many addresses as you wish. This means you won’t have to fill in the shipping address each time you place an order.

Access Payment Details

If you have saved your Payment Data, you can see your cards, delete them and choose your main card for future purchases from here.

Access Personal Details

You can access and modify your personal details (name, billing address, telephone number, etc.) in order to speed up your future purchases and notify us of changes in your contact details.

Returns

If you need to return any item and do not wish to go to one of our stores, you can request a return here.

Newsletter

Set up the news bulletins you want to receive in your e-mail account.

 

We ensure you that your privacy is protected when using our services. We therefore have a policy setting out how your personal data will be processed and protected. For more information, please read our Privacy Policy

DELIVERY

You can view the status of your order and track it in Order History in the My Account area.

When your order arrives at the collection point, (chosen when you placed your order online) you will receive an email informing you of its arrival.

Shipping times and costs:

Because we create every garment individually, sometimes it could take up to 15 days for the product to arrive to you.

PICK-UP IN SHOWROOM (only in Cluj Napoca) – FREE

If you have chosen the showroom delivery, we will send you a text message or email when your order has arrived. You will have 15 days to collect your order.

ROMANIA – FREE

Production time and shipping between 5 – 10 working days

EUROPE – The shipping price will be calculated individually for every country when placing the order
Production time and shipping between 10 – 12 working days

WORLDWIDE -The shipping price will be calculated individually for every country when placing the order
Production time and shipping between 10 – 15 working days

RETURN

We hope you will love everything that you order from us, but don’t worry if something isn’t quite right, you have 15 days to return.

We’ll give you a full refund by the same method you used to pay, and all we ask is that items are returned clean, unworn and have all their tags on.

HOW TO RETURN

  1. Items must be in their original condition, with all tags still attached and you will be required to present the corresponding receipt.
  2. Fill in the online Returns Form below with your reason for returning the item. You have 3 days to fill in the form after receiving the products.
  3. Pack your garment in the original box, complete the Return Form found in the package and prepare the package for delivery.
  4. Please remember that financial responsibility for the return is yours and you will have to pay for the return shipping cost. Contact a courier at your choice to pick up the package and make you send the package to the following address:
    Piata Cipariu nr.15, bl.lll-A, etj.1
    Cluj Napoca
    Tel: +40 741 019 064

*Items returned to us in a non-sellable condition, will not be refunded and may be sent back to you.

EXCHANGE

If you want to exchange an item, you can request for a return and place a new order online.

REFUNDS

Once your return has arrived to us, you will receive a full refund within 15 days via the same means used to make your purchase. Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within a few days. Remember that payments to your credit card always depend on your bank/building society.