Return, Refund and Exchanges

In case you are not completely satisfied with your order, we will gladly accept returns or exchanges for everything EXCEPT:

- custom made items due to their one of a kind character;

- face masks due to hygienic reasons;

You may return or exchange an order within 30 days of delivery. You also need to contact us within 30 days of delivery, after that period exchanges or returns will not be possible.

Before sending the item or items back, make sure that there is no pet’s hair on them or any other stains from makeup, food, etc. Please note that if we receive the items with any stains or pet’s hair, we will have to charge you for dry cleaning service that starts from $10.

It is also highly important that the item or items are unwarn, unwashed, with zero damage and with all tags on them. Note that if any of those requirements is missing, no exchange or refund will be made.

Please do not send CUSTOM MADE items back as they CANNOT be exchanged or refunded. We do not cover shipping costs on sending back a returned custom item.

Please do not forget to put a note with your order number in the package. We ask for that as if we do not know who sent the package, we won’t be able to contact you and proceed further with the exchange or refund.

We offer two return options:

1) We offer an arranged return shipping for some destinations in Europe - Croatia, Slovenia, Greece, Romania, Hungary, Poland, the Czech Republic. We can send a courier who will pick up the package from your home or office and deliver it to us. We recommend this option because it is safe and fast. The price depends on how many items you need to return, their weight and the area from which you are sending the items back.

If you choose this option, please contact us at metamorphozaoffice@gmail.com and we are going to do our best to help you arrange the return.

2) You can also manage the return yourself by choosing a courier and arranging everything alone. If you prefer this option, here is the information you will need for the arrangement:

We recommend you choose a safe courier to ship back the package as if it gets lost or stolen, the refund or the exchange won’t be possible. This is very important and we make a note of it because we had many cases in the past of lost or stolen packages.

When sending the package, please make sure you write a price of 0$ so you don't have to pay taxes at customs. It is also A MUST to ask the courier to put on the package a note that it is a RETURN of goods and send us the tracking number once the package is shipped.

Packages that were not marked as RETURN OF GOODS will have additional costs at the borders and such costs will be taken from the refund.

We recommend to be very careful when you fill in the information below, as we do not take any responsibility for mistaken addresses or incorrect way of sending the package back.

The return address is:

Metamorphoza Creative
Veselina Mincheva
bul. Iliensko shose 2 (DINO), The right entrance of the building, 1st floor
Sofia, 1220
BULGARIA
Tel: 0878 855512

If you have any questions, please do not hesitate to contact us before sending the package.

When sending a package yourself, it is a must to put $0 on it or it might be stopped at the borders. Unfortunately retrieving it from the borders is a long, difficult and expensive process and if this happens, you will need to cover all of the additional taxes.

Once we receive the package, we will contact you and discuss further steps.

If we are making an exchange, the timing for it depends entirely on the order.

If you are requesting a refund, note that it will be done within 20 business days after the arrival of the package. The refund will be done based on the payment method, used for placing the original order. If you used PayPal, the amount will be received there; if you used a credit card, you will receive the funds on your bank account.

 A little treat – All package come with a special tassel gift and organza bag that you are welcome to keep even if you are returning items!

For any questions or concers you may have regarding a return or an exchange, feel free to contact us at metamorphozaoffice@gmail.com 

Happy shopping!

Frequently Asked Questions

This is how it works:

1. Select the items that you want to order and add them in the cart.

2. Fill carefully your delivery information and be sure that there isn't missing or invalid information which will reflect on the delivery. 

3. On the next step select delivery option you want.

4. After you select the delivery option, choose the payment payment method.

5. Complete your order. 

We offer standard and express delivery.

We offer payment via PayPal, Credit Card, Cash-on-delivery and Splitit-pay on instalments.

Everything you see in our online store is entirely handmade which means that it requires a certain amount of time to get ready as we rarely have items in stock and available for immediate shipping. We need 1-2 weeks for production. You will be able to track the shipment with the tracking information we will provide once the package is shipped.

In case you are not completely satisfied with your order, we will gladly accept returns or exchanges for everything EXCEPT:

- custom made items due to their one of a kind character;

- face masks due to hygienic reasons;

You may return or exchange an order within 30 days of delivery. You also need to contact us within 30 days of delivery, after that period exchanges or returns will not be possible.

We offer two return options:

1) We offer an arranged return shipping for some destinations in Europe. We can send a courier who will pick up the package from your home or office and deliver it to us. We recommend this option because it is safe and fast. The price depends on how many items you need to return, their weight and the area from which you are sending the items back.

If you choose this option, please contact us at metamorphozaoffice@gmail.com and we are going to do our best to help you arrange the return.

2) You can also manage the return yourself by choosing a courier and arranging everything alone. If you prefer this option, please read more at CLICK HERE.

We're very sorry if your item arrived damaged or defective. You can make a claim for the item by contacting us at metamorphozaoffice@gmail.com.

If you are requesting a refund, note that it will be done within 20 business days after the arrival of the package. The refund will be done based on the payment method, used for placing the original order. If you used PayPal, the amount will be received there; if you used a credit card, you will receive the funds on your bank account.

Please read the information in our SIZE GUIDE page.