FAQ
Products
Will I receive the same item that I see in the photographs?
Yes. Each product page shows photographs of the actual product. Garments made from natural materials may show small variations in colour, pattern and texture between items; this is a property of the material.
Are the items new?
Yes. All items are new.
What are the garments made of?
The composition is stated on every product page: cashmere, merino and sheep wool, genuine leather, natural fur or a blend. Where an item contains natural fur or leather, the species and the country of origin are stated on the page.
Will you restock items shown as out of stock?
Not always — most items are bought in limited quantities. Write to [email protected] and we will tell you whether a particular item is expected again.
Sizing
How do I choose my size?
Each product page lists the available sizes and the exact garment measurements. We also provide a general size guide for XS–XL items and a separate guide for French sizing 0–3. One Size items are marked separately on the product page. If you are between sizes or unsure, write to [email protected] and we will help.
Shipping
Which countries do you ship to?
We ship across Europe. Delivery outside Europe is available on request — write to [email protected].
How much does shipping cost?
Shipping is free on orders over €200 within Europe.
For orders under €200, shipping within Europe is €25.
How long does delivery take?
Estimated 3–7 business days within mainland Spain and 5–8 business days within Europe. Delivery times depend on the warehouse the item is dispatched from.
Where is my order shipped from?
Orders are dispatched from various warehouses across Europe. The warehouse is selected for each order and cannot be chosen by the customer.
Can I choose DHL, FedEx or UPS?
With standard delivery we select the carrier. Working with several carriers allows us to keep product prices lower. A specific carrier can be arranged for an additional fee — please contact us before placing your order.
When will my order be dispatched?
We prepare and dispatch orders after full payment. Parcels usually leave by 12:00 noon the next business day (excluding weekends and public holidays).
How do I track my order?
As soon as your order is dispatched, we send the tracking number to your e-mail. You can also check your tracking number and order status through our support bot or via the Contact page.
Do I need a local phone number for delivery?
No. A local phone number is not required.
Payment
How can I pay?
By card through Stripe, our secure online payment provider. We do not see or store your card details.
Can I pay cash on delivery or with PayPal?
No. Cash on delivery and PayPal are not available. We accept online prepayment only.
Why is full prepayment required?
We prepare and dispatch each order only after payment is confirmed. This allows us to reserve the item for you and keep our prices competitive.
Where can I see my invoice?
The invoice is attached to the order confirmation e-mail. You can also request a copy at [email protected].
Are taxes and duties included?
VAT is included in the product price. For deliveries outside the EU, any customs duties or import charges are payable by the recipient.
Cancellations and changes
Can I cancel my order?
Yes. While the order has not been dispatched, cancellation is free and we refund the full amount. Once the order has been handed over to the carrier, it is processed as a return and €25 is deducted for return shipping.
Can I change my delivery address?
Before dispatch — yes. After dispatch — only if the carrier allows it. Please contact us as soon as possible.
Can I change the size or colour after payment?
Before dispatch we will try to help — contact us immediately. After dispatch, please use the return or exchange procedure.
Returns and exchanges
How do I return an item?
Write to [email protected] within 14 days of delivery with your order number. We reply within two business days with the instructions and the return address.
How much does a return cost?
Return shipping is €25, deducted from your refund.
In what condition do you accept returns?
Items must be unworn, with all tags attached and in their original packaging.
Can I return a sale or stock item?
Yes. The same return conditions apply to all items.
Can I exchange for another size?
Yes. Write to [email protected] within 14 days of delivery with your order number and the size you need. We will confirm availability and send you the instructions. Return shipping for an exchange is €25. Please note that most items are stocked in limited quantities — if the size you need is no longer available, we will process a refund instead.
When will I get my refund?
Within 14 days of us receiving and checking the returned item, to the original payment method.
Can I return an item from outside the EU?
Yes, on request. Write to [email protected] and we will send you the instructions and the return address. Any customs charges on the return shipment are payable by the sender.
I received a faulty or incorrect item — what should I do?
Contact [email protected] with your order number and photographs. Return shipping and replacement are at our expense — the €25 fee does not apply.
Contact
How can I contact you?
By e-mail at [email protected], through our support bot, or via the Contact page.