Frequently Asked Questions
Orders have a processing time of 10-20 business days. Once dispatched, an email will be sent containing the tracking number for the parcel.
YES in some countries.
EU and all other territories: we ship all orders from Germany via ePacket or DHL or UPS.
US and Canada customers: we ship all orders from United States via ePacket or FedEx or USPS.
As soon as your order has left the warehouse, will send you a dispatch notification with tracking information from the carrier with a link to their website.
Overall shipping times vary depending on location. Some general estimates would be:
- EU: 10-15 business days
- US: 10-15 business days
- Canada: 10-15 business days
- Rest of world: 10-25 business days
We accept PayPal payments, Discover, Mastercard, Visa or American Express.
Credit card payments for existing accounts can be made online through the secure Billing interface within the Account Control Center. This secure interface is protected by SSL. Simply go to Update Credit Card and input your credit card information. This credit card will be used for future payments.
Credit cards are charged just before statements are sent out. The results of the charge are included directly in the statement.
We are happy to post refunds and adjustments to cards that we have processed. It works best for everyone involved if you contact us and allow us to make the adjustment, before disputing the charges with your bank. Disputing the charges typically takes two to six weeks and creates confusion, whereas a posted refund is immediate. The cost to us is the same in either case.
Please note also that upon receiving a chargeback notice, we reserve the right to suspend services while we investigate the cause, as chargebacks often arise from fraudulent credit card usage, which is a very serious matter.
Report it to your bank, of course, but also let us know by removing or changing the card information.
If you received the wrong product, faulty or damaged item, please email firstname.lastname@example.org within 15 days of the order date, to ensure you have plenty of time to take advantage of our 15-day return policy. We will gladly issue a refund, once the investigation is completed.
We encourage customers to inspect the contents of their package(s) upon delivery. If any items are missing, please contact us within 72 hours. Any missing item inquiries will not be entertained after this time period. Unfortunately due to the high shipping cost, any missing items will be automatically refunded (missing items will NOT be shipped separately) once the investigation is completed.
You may also find that some pre-order fabrics may not have shipped out with your order. These pre-orders will be shipped out once they’re ready.
All items will be inspected upon return. A 25% restocking fee will be applicable to all orders.
Payment refunds are processed within 5-7 business days after receiving the returned item(s) at our facility. All refunds are issued as store credit .
You will get a refund equivalent to the purchase price of the fabric minus restocking fees or ineligible returns & nothing more (no refunds on shipping, sewing cost, time etc.)
We are only set up to arrange returns and not exchanges.