Delivery & Returns
All international orders are shipped via Russian Post. We aim to have your order with you within 10-15 working days from the time you place your order for all international addresses and 2-5 working days for all Russian addresses. Orders delivered via ground shipping will be with you within 3-5 working days. The delivery fee depends on the weight of your order and is being calculated when we receive your order.
BESPOKE AND PRE-ORDER PRODUCTS
If you have pre-ordered an item it will be shipped as soon as the item is in stock.
- Before we dispatch your order, we may need to confirm your details with your card issuer and verify your billing and shipping addresses.
- First time orders can only be shipped to the cardholder’s billing address or a corporate work address, to avoid delays please ensure that your billing details are correct and matches the address on your credit card statement.
- Once your order has been shipped, we are unable to make any amendments to the address.
- Please note that products are non-returnable due to transportation restrictions.
RETURNING OR EXCHANGING YOUR PURCHASE
Please note that products are non-returnable due to transportation restrictions.
Once the original item is received, it will be processed in adherence with our Returns Policy. If your product was demaged during delivery, please let us know via e-mail: firstname.lastname@example.org. We will make a refund or send you an exchange.
We are unable to process exchanges which are not booked online or after the collection via Russian Post has been arranged.
- Wherever possible, to ensure your return is processed quickly, please send all the items you wish to return from the same order in one parcel.
- Items should be returned new, unused and with all tags still attached.
RECEIVING A REFUND
All items returned in accordance with our Returns Policy will be refunded to the original purchaser’s account, including sales taxes but excluding delivery charges.
International customs duties and sales taxes are non-refundable.
Please note that refunds may take up to 10 working days to appear in your account depending on your card issuer.
An item is deemed faulty if it has been received by you in an imperfect condition.
To return a faulty item to us, you should contact our Customer Services Team with the following information.
- Your proof of purchase/order number
- A short description of the fault
- Supporting images
Contact us via e-mail: email@example.com.
Our Customer Services Team will be in touch to advise the next steps.
All items that are returned as faulty are thoroughly inspected by our quality control experts. If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.