FAQ's

ORDERING

WHAT IS THE PRICE OF THE DELIVERY?

Standard international tracked shipping is $12.90
It is included for all orders over $70

International Express delivery starts at $20.90 (depending on the country)
It is included for all orders over $200

Express delivery is only available for products stored in France. If the Express option is not offered at checkout, it means that the order must be made on demand (or part of the order).

HOW LONG WILL IT TAKE TO DELIVER?

Our one-of-a-kind pieces are made by true artisans in limited quantities, or on demand. This ensures that each piece is unique and of the highest quality. Unfortunately, this type of authentic quality cannot be rushed, so we can only guarantee delivery times of between 10 and 20 days for any product shipped from the workshop in Ukraine. This applies to all products that display the "Made on Demand" message. However, a large part of our products are stocked in France, with the possibility of express delivery between 24 and 72 working hours and a standard delivery time between 5 and 10 working days depending on the country.

I AM HAVING TROUBLE PLACING AN ORDER?
While we work our hardest to ensure our online shop is always functioning well, problems can emerge. If you are having issues or need help placing an order, please contact our customer service team directly using our contact us form. We will do our best to resolve this issue for you as quickly as possible.
CAN I CHANGE MY ORDER ONCE ITS PLACED?
It is possible to modify your order in the minutes following your payment. To do so, please contact our customer support immediately.

We cannot modify an order placed 24 hours before. Within an hour of placing your order, the creation and shipping process has already started to minimize the waiting time.
CAN I HAVE A DIFFERENT DELIVERY ADDRESS TO MY BILLING ADDRESS?
Yes, we can ship your order to a different address than your billing address, though this may delay your order slightly as we verify the shipping address. We recommend that you ship to the address that your payment card is linked to in order to avoid delays.
WHEN WILL I KNOW MY ORDER HAS BEEN SHIPPED?
You will receive a dispatch confirmation email from us, containing your delivery tracking number, when your order has been shipped. This means that your item has left our warehouse and is on it way to you. Please note that it can take a few hours after dispatch for an online tracking number to become active.
WHY WAS MY ORDER CANCELED?

If your order was unexpectedly cancelled, chances are that our fraud filter flagged up your order. Try ordering again using a PayPal account, or contact us to see how we can resolve the issue.

CAN I TRACK MY ORDER?

Once the order is shipped you will receive an email to inform you. You can track your package directly via our order tracking page

Or directly from other logistics services such as the UkrPoshta website,  La Poste, or Deutsche Post .

Please note one again, that it can take a few hours after dispatch for an online tracking number to become active.

Unfortunately, tracking parcels sent from the Ukraine is not currently available for the following countries: New Zealand, Canada, Australia and Germany.

DO YOU DO CUSTOM ORDERS ?

This can be done in certain cases and under certain conditions. Due to too many unsuccessful requests, we now ask for an advance of 300€ to start the work. For this, please contact our customer support .

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?
ACCEPTED
  • Visa
  • Visa Electron
  • MasterCard
  • Delta
  • Solo
  • Maestro
  • American Express
  • PayPal
  • Bank Wire (on exceptional request) 
NOT ACCEPTED
  • Cash on Delivery
DO I HAVE TO PAY CUSTOMS AND IMPORT DUTIES?

We ship to most countries on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties have already been included in your final purchase price. For further details visit: Shipping & Returns. 

It can happen in very rare cases that the customs ask for a payment to receive your order. If you find yourself in this situation, contact us immediately.

CUSTOMS HAVE CONTACTED ME REQUESTING MORE INFORMATION?
Please use the contact us form to let us know the details of your issue and we will provide you with all the information that you need.

RETURNS

WHAT IS YOUR RETURNS POLICY?

You can find all the details of our returns policy on our shipping & returns page.

I RECEIVED THE WRONG ITEM, WHAT DO I DO?
Occasionally mistakes do happen, and we aim to rectify them as quickly as possible. Please contact the customer service team using our contact us form, and we will be in touch to resolve the problem. Please remember to include your order number when contacting our customer care team to enable us to help you as efficiently as possible.