FREQUENTLY ASKED QUESTIONS
Why are you make-to-order?
As a small business, we seek to use our material and workforce resources respectfully and efficiently. We are aware of the worldwide changes taking place in clothing manufacturing, so one of our aims is to avoid unnecessary clothing production. Being a make-to-order business enables us to offer customers flexibility, which brings us customers’ higher satisfaction.
When can I expect to hear from you back?
We are based in Lithuania, Europe, GMT+2, and we work from 8 a.m. to 5 p.m., Monday through Friday. Your emails are our priority, so a reply to your email will be sent during our working time.
How can I pay?
We accept Paypal, Visa, Mastercard, and American Express.
How to choose the right size?
For your convenience, each product description contains detailed information about the garment and its different fits and sizes. Please read the information given available there and also consult our sizing guide. If you need our assistance, we are always happy to help you! Feel free to get in touch at firstname.lastname@example.org.
Can I change my order after it has been placed?
Yes. Changes can be made within 24 hours after submitting the order.
Can I add an item to my order?
Unfortunately, we cannot add an item to an existing order. A new order should be placed for an additional item. Combined shipping is possible at your request, so be sure to inform us about that after you place another order.
Can you rush my order?
We would love to be able to rush every order. Yet, that depends on certain circumstances. Feel free to get in touch. We are ready to help you!
What is the lead time?
The lead time is 1-2 weeks not including delivery.
Can you customize a garment?
Yes, we can make basic changes that do not require changing the sewing pattern. We can change the sleeve length and the total length of a garment, make the neckline lower or higher and adjust the waist seam of certain dresses. Drop us an email at email@example.com for more information.
Do you make custom sizes?
If necessary, we can make a garment one size smaller or larger than listed, but the garment would be non-refundable. Feel free to send us your body measurements and a reference to the design you like.
Do you offer discounts?
All the discounts available are advertised on the website and our Instagram account. To get the latest news and updates on sales and discounts, we recommend subscribing to our newsletter.
12. Can the sale items be customized?
Yes, some simple alterations regarding the garment’s length, sleeve length, etc can be done. Please contact us if you have more questions.
13. Can the sale items be returned?
The sale items are final. They can not be returned, refunded or exchanged.
14. Is it possible to cancel my order?
Your order can be canceled within 48 hours after submission.
15. Do I have to pay any extra fees?
The price listed does not include a VAT of 21% applied to orders placed from EU countries. The VAT and shipping fees are charged at the checkout.
16. Will I have to pay any customs taxes?
Customs or import taxes are applied only in countries outside the EU. We are not responsible for those taxes and have no control over them. For more information on when taxes are applied, consult your customs authorities or other reliable sources.
17. Do you offer wholesale?
We are happy that you are interested in wholesale. We can accept bulk orders periodically, so feel free to get in touch to enquire about our current capacity.
18. Are all designs available in heavy linen fabric?
Sadly, no. Because of the limited supply of the fabric, heavy linen is available only for the designs under the name “Heavy Linen”.
19. Are all designs available in gingham fabric?
Unfortunately, we cannot use gingham fabric for the designs that do not have this option on the listing. The gingham fabric is available only for the designs that are pictured in gingham.
20. What colors are available to choose from?
You can see our palette under the name “Fabric Samples”. If you do not find the color you want in the drop down menu, this usually means that we can still make it, but the garment would not be eligible for a refund as a custom item.
21. How to order an item if the color I want is not in the drop down menu?
Choose any color available in the drop down menu and write your desired one in the note box at the checkout.
22. What sizing system do you use?
We use the European sizing system. Keep in mind that each piece of clothing is unique in the way it is designed. Some are oversized; some are more like true-to-size, so each time it is essential to look at the actual measurements of the garment. You can find them under Sizing & Fit. If in doubt, send us your bust, waist and hip measurements and we will help you choose the right size.
23. Is there any customization fee?
Basic changes do not have any fees. The changes we offer are listed in the description of each garment, under Sizing & Fit.
24. Can you make me a custom design?
Unfortunately, we work with fixed patterns and do not make any custom designs.
25. Does the color in pictures look the same in real life?
We try our best to picture the fabric color as realistically as possible. The setting in which pictures are taken is as important as the screen setting on each device. If in doubt, we recommend to order fabric swatches before making a purchase.
26. Why does the garment in natural grey color have a different shade compared to the one I have bought previously?
The shade of the natural, undyed fabric depends on various environmental factors, such as sun, wind and humidity. If the flax plant is exposed to a lot of sunlight and is growing in dry soil, the fabric will turn out lighter. The more humidity, the darker the shade will be.
SHIPPING AND TRACKING
27. When my order is going to be dispatched?
We need about 1-2 weeks to complete an order. Your order will be dispatched once the clothes are made, washed and packed. A shipping notification with a tracking number is sent to the email that you provided when registering on our website.
28. Do you ship worldwide?
Yes, we do!
29. What carrier services do you use?
We use the Lithuanian postal service, DHL Express, Fedex Economy, Fedex Express and TNT.
30. When can I expect to receive my order?
Usually, free postal shipping takes about 2-5 weeks. Express shipping takes 1-6 business days. Both options are available to choose at the checkout. If you want to change your shipping method, be sure to inform us about it.
31. Can I update the shipping address on my order?
Yes, we can update the address prior to shipping the order. The shipping address cannot be changed when the package is in transit. Let us know about the need to change the address.
32. Can I track my order?
Yes, you surely can. A tracking number is given to each package we dispatch so the travel of the package can be monitored. The tracking number is sent to your email when the order is fulfilled and dispatched from our studio.
33. Do you offer refunds?
Yes, we do offer refunds for items in the standard cut and original condition. The express shipping fee is not refundable. Also we do not accept the returns of the customized and sale garments.
34. Can I return sale items?
Sale items are final. They are not returnable or refundable.
34. How can I return the garment I just received?
Please contact our customer support team at firstname.lastname@example.org for return instructions. Unsatisfactory items can be sent back only when your report about the return is registered by our team.
35. Do I have to pay for return shipping?
We are not responsible for the return shipping costs of the items.
36. When will I receive my refund?
A refund is possible only if the return procedure is followed correctly. First, the return has to be registered with our team. Second, the unwanted item has to arrive with the returns form filled out accurately. If these requirements are met, your refund will be processed in 14 days.
37. Do you offer exchanges?
Unfortunately, we do not offer exchanges. If you want to replace an item, a new order should be placed for a different size, style, or color.