FAQ

On this page, you will find answers to our most frequently asked questions. If you cannot find an answer to your question below, you are welcome to contact our Customer Service team.

Customs and taxes for orders outside the designated region

PLEASE NOTE THAT CUSTOMS FEES ARE NOT INCLUDED IN THE PRICES OF OUR PRODUCTS AND FOR ORDERS OUTSIDE THE APPLICABLE REGION, CUSTOMERS CAN BE SUBJECT TO INTERNATIONAL CUSTOMS FEES AND ADDITIONAL TAXES.

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 will I receive my order?

THE SHIPPING TIME CAN VARY DEPENDING ON THE DESTINATION. INSIDE THE PRIMARY REGION, IT TYPICALLY TAKES A FEW BUSINESS DAYS FOR THE PACKAGE TO ARRIVE.

FOR COUNTRIES OUTSIDE THIS REGION, IT USUALLY TAKES LONGER, BUT THERE MAY BE DELAYS DUE TO CUSTOMS PROCEDURES.

WE PROCESS AND SEND ORDERS DURING OUR MAIN SERVICE HOURS, MONDAY TO FRIDAY (EXCEPT FOR PUBLIC HOLIDAYS). WE AIM TO HANDLE ORDERS WITHIN ONE BUSINESS DAY AFTER THE RECEIPT OF PAYMENT, BUT DURING BUSY PERIODS, 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 IS SHIPPED, YOU WILL RECEIVE TRACKING INFORMATION DIRECTLY FROM THE COURIER COMPANY. SIMPLY GO TO THE COURIER COMPANY’S WEBSITE AND ENTER THE TRACKING NUMBER IN THE DESIGNATED FIELD. THE WEBSITE WILL DISPLAY THE CURRENT STATUS OF YOUR PARCEL, AS WELL AS THE ESTIMATED DELIVERY DATE.

NOTE: IF YOU HAVE OPTED FOR A PARCEL SHOP DELIVERY SERVICE, YOU WILL ONLY RECEIVE A NOTIFICATION ONCE YOUR PARCEL IS AVAILABLE FOR PICK UP.

If your goods are non-conforming or we have delivered incorrect goods, kindly register your claim with our Customer Service team.

All articles are covered by applicable consumer protection laws. As a customer, you can file a complaint about defects or deficiencies that occur within the statutory period after purchase. However, if defects, deficiencies or wearing are caused by negligent use, lack of maintenance or by regular wear and tear, the right to a complaint is rejected. Especially styles with sewn-on parts such as sequins, beads, studs and buttons should be treated with care, which also includes knit and silk items, and it should be expected that parts can fall off upon usage. This information is displayed on the hangtag of the garment at the time of purchase and on the care label.

If you have any questions in this regard, please do not hesitate to contact us.

When ordering from outside the designated 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 delivery.

*Duty-free thresholds vary by country and may change. If your order value exceeds the threshold, taxes and/or duties will usually apply.
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.

How do I return an item?

Our return policy allows you 30 days from the date of receipt to return your order.

Please note, we do not cover the cost of returns for orders outside the designated region. If you are located within the primary region and have return questions, please contact our customer service team. The returned items must be returned to our warehouse in their original packaging and in the same condition in which they were delivered, including all original tags, authenticity cards, and dust bags. 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 packaging, which should not be damaged. Damaged or soiled items will be sent back to the customer, and refunds will be refused. Once we receive and approve the returned article, we will credit the same payment method used for the purchase.

HOW TO RETURN

  • PLACE THE ARTICLE(S) YOU WISH TO RETURN IN A SUITABLE BAG/BOX, E.G. THE ONE YOU RECEIVED FROM COVETABLE PARTY WEAR.
  • FILL OUT THE RETURN FORM AND ATTACH IT WITH YOUR RETURN PACKAGE.
  • SHIP THE RETURN PACKAGE USING THE PROVIDED RETURN METHOD.
  • PLEASE KEEP A RECEIPT AS PROOF OF THE RETURN SHIPMENT.

For international customers, we recommend using a tracked and insured shipping method. Should you experience any issues with returning from outside the designated region, please contact our Customer Service team.

Have you received my return?

  • YOU WILL RECEIVE AN EMAIL FROM US ONCE YOUR RETURN IS RECEIVED AND PROCESSED.
  • WE AIM TO PROCESS YOUR RETURN WITHIN A REASONABLE TIMEFRAME OF RECEIVING THE PACKAGE.
  • PLEASE NOTE THAT PROCESSING TIME MAY VARY, DEPENDING ON THE VOLUME OF RETURNS WE ARE RECEIVING AT THE TIME.
  • RETURNS FROM OUTSIDE THE PRIMARY REGION MAY TAKE LONGER DUE TO CUSTOMS.
  • IF YOU HAVE FURTHER QUESTIONS, PLEASE REACH OUT.

When will I receive my refund?

PLEASE NOTE THAT REFUNDS TYPICALLY TAKE A FEW BUSINESS DAYS TO BE REIMBURSED 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. ONCE WE HAVE RECEIVED AND PROCESSED YOUR RETURN, WE WILL REFUND THE ITEM(S) AS SOON AS POSSIBLE.

WE APPRECIATE YOUR PATIENCE AND UNDERSTANDING, AND IF YOU HAVE ANY FURTHER QUESTIONS, PLEASE DO NOT HESITATE TO CONTACT OUR CUSTOMER SERVICE TEAM.

What do I do if my item is damaged or defective?

Please be advised that if your item is damaged or defective, we kindly request that you register your claim with our Customer Service team.

Our team will review your claim and provide further instructions on how to proceed. If you have any additional questions or concerns regarding the claims process, please do not hesitate to contact us. We are always here to assist you in any way we can.

Exchanges and reservations

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

HOW DO I CHOOSE THE RIGHT SIZE?

WE OFFER A SIZING TOOL ON EACH PRODUCT PAGE WHICH USES INFORMATION PROVIDED BY YOU TO SUGGEST THE RIGHT SIZE FOR YOU. TO USE THE TOOL, SIMPLY CLICK ON THE “FIND YOUR SIZE” BUTTON ON THE PRODUCT PAGE, AND ENTER YOUR MEASUREMENTS. IT WILL THEN PROVIDE YOU WITH A SIZE RECOMMENDATION BASED ON THE INFORMATION YOU HAVE PROVIDED. IT’S IMPORTANT TO NOTE THAT THE MEASUREMENTS PROVIDED ARE ONLY A RECOMMENDATION AND SHOULD BE USED AS A GUIDE.

WE NOTE THE HEIGHT OF THE MODEL AS WELL AS WHAT SIZE THE MODEL IS WEARING. THIS CAN GIVE YOU A GOOD INDICATION OF HOW THE ITEM WILL FIT ON SOMEONE WITH A SIMILAR BODY TYPE TO THE MODEL. KEEP IN MIND THAT THE FIT MAY STILL VARY DEPENDING ON YOUR OWN UNIQUE BODY SHAPE AND SIZE.

KINDLY NOTE THAT WE USE EU SIZING.

How do I track my order?

Once your order is shipped, you will receive tracking information directly from the courier company. Simply go to the courier company’s website and enter the tracking number in the designated field. The website will display the current status of your parcel, as well as the estimated delivery date.

Note: If you have opted for a parcel shop delivery service, you will only receive a notification once your parcel is available for pick up.

I haven’t received an order confirmation. What do I do?

After placing an order, you should receive an email confirmation. 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 a reasonable time, please contact our customer service team.

Can I cancel or change my order after it has been placed?

If you want to cancel an order that has not been shipped yet, please contact our customer service. Please note that we cannot guarantee that the order has not already been packed, and we may not be able to cancel it.

We are unfortunately not able to change orders, so should you wish to change your order with a different size or item, kindly follow the same procedure as above. We will then do our best to cancel the order so you can place a new one with the correct items.

Can I pay in a different currency?

When you visit our website, the prices displayed and charged for our products are in the applicable currency. We are continuously working to improve the payment options available to our customers.

I have a collaboration request

If you have any inquiries or proposals regarding collaborations, please don’t hesitate to contact us. We would be delighted to discuss any opportunities or ideas you may have.