Faq Page

Find the answers to the most frequently asked questions.

Where do you ship?

We ship to any country that accepts DHL Express. Check your country’s requirements at DHL.

How long will my order take to arrive?

If you are located in North Macedonia your order will arrive within 1-3* business days. Days for production are not calculated.

For the rest of the world, your order will arrive within 3-5* business days. Days for production are not calculated.

*Saturday, Sunday and Public Holidays are not considered business days.

Can I return something for a refund?

We will do our utmost to ensure that you are happy with your purchase. This includes offering refunds on orders that meet our returns policy.

What if I got the wrong size?

We know shopping online can be tricky so we are here to help. If you aren’t sure about fit or sizing, we will go the extra mile to offer size exchanges, advice, measurements or photos, just send us a message.

You can also return your order if it meets our returns policy.

I can’t see the item I’m looking for. Do you have it in stock?

We are always happy to help you find the piece you’re searching for. Contact us and we may be able to source one for you.

Can I pre order?

Yes! We accept pre orders with a 100% deposit. Contact us and we will arrange this for you, and email you when the item is released.

Can I come in to try things on?

Yes! We’d love to meet you at our atelier in the heart of Skopje. Book your appointment and come visit us.

I have another question!

We’d love to hear it! Send us a message through the contact page and we will get back to you as soon as we can.

Shipping & Returns

Where do you ship?

We ship to any country that accepts DHL Express. Check your country’s requirements at DHL.

How long will my order take to arrive?

We aim to dispatch all orders within 5-10 working days. We will do our very best to get your order to you within the below time frames:

North Macedonia: your order will arrive within 1-3* business days.

Rest of the world: your order will arrive within 3-5* business days.

*Saturday, Sunday and Public Holidays are not considered business days. Days for production are not calculated.

Tracking & Delivery

Can I track my order?

A tracking number will be emailed to you once your order has been collected. Please be aware that delivery time may be affected by customs clearance delays.

Do I need to sign for my delivery?

We want to make sure that you receive your new Irina Tosheva piece safe and sound so we require a signature on delivery. If you are out, a collection card will be left. Make sure to pop to your post office within 10 days otherwise your order will be returned to us.

Please note that any additional fees incurred due to delivery refusal or multiple failed attempts are your responsibility. 

If you enter your phone number and email address at the checkout we can contact you in case of any changes with your delivery.

Do I need to pay customs fees or taxes?

Depending on the value of your purchase and where you live, you may be asked to pay customs fees or taxes upon arrival of your goods. Sadly these are outside of our control and must be covered by you.

Payment Options

What payment options do you have?

We accept payments from Paypal.

How do I redeem my gift card?

Simply type or copy/paste the code into the discount box when you reach the checkout.

Sizing & Swaps

I’m not sure what size I am, can you help?

We know shopping online can be tricky so we are here to help! If you aren’t sure about fit or sizing, we will go the extra mile to offer advice, measurements or photos, just message us.

Can I come in to try things on?

We’d love to meet you at our atelier. Book your appointment and come visit us

How do I make an exchange or return?

Refunds are given on a case-by case basis based on the criteria in our returns policy below.

Returns Policy

What is your returns policy?

If goods are faulty or damaged on arrival, we are so sorry and will offer a full refund, exchange or credit note as well as refunding the cost of shipping.

 

We are happy to refund any order if your return meets the below conditions: 

  • Items must be returned within 10 days of purchase. We will make exceptions for shipping delays, just contact us if you think it might take longer
  • Items must be unused with tags still attached
  • Items must be free from makeup and perfume, so please be mindful of this when trying them on
  • We don’t refund any sale or altered items but we will do our best to accommodate size swaps
  • You will be refunded in your original form of payment
  • Sadly we cannot take responsibility if your return gets lost on its way back or for any import duties and taxes incurred. We recommend arranging a tracked courier for a safe and speedy return.
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