Custom Return Shipping
Custom Return Shipping
We make our models for a loose fit and that is why you may need a size bigger or smaller than the one you usually wear. The measurements you see in our size guide are the measurements of the body, not the garment. You have to choose a size true to your body measurements.
NOTE: Please note that our clothes are made for a height of about 170 cm./ 5'7''. We can custom made the item in order to fit different heights. If you need assistance please contact us.
SHOES
We believe high quality craftsmanship should be accessible to all. While fashion changes every season, we offer a timeless style that represents our vision. We are inspired by bold lines, and pay serious attention to every detail. Every decision is made in collaboration with the whole team to ensure our philosophy is reflected in the design.
It’s always the right size! It's easy to find your size with our guide.
GLOVES
METAMORPHOZA KIDS
Designed, crafted, and produced in Bulgaria. Handmade clothing for kids, modern fabrics and bold styles.
Terms and Conditions of Return and Exchange
Need to return an item? We would be happy to help you do that.
Your satisfaction is very important to us! If you are not satisfied with your order, you may exercise your right to return or exchange the purchased products. You can return or exchange any item, except custom ones, within 30 days of receiving your original order. Please contact us within 14 days of delivery to give you instructions how to return or exchange the items. Please note that after that period of time exchanges or returns will not be possible.
The customer can arrange the delivery themselves. NOTE! It is very important you contact us before sending anything back so we can give you proper address and instructions!
If you wish to exchange an item, you can do it for a different size, color, or for a different item as well. In order to do that you have to send back to us the item you would like to exchange first. When we receive the item we will contact you so we can discuss further actions. Please note that in case of exchanging an item for one that is more expensive you are obligated to cover the difference in price.
Buyers are responsible for return shipping costs. When an item is sent for exchange, we will cover the shipping cost when sending the new item.
All returned items will be carefully checked upon receiving. The items are your responsibility until they reach us so make sure you pack them safely and make sure they will not get damaged on the way back. The items must be unworn, unwashed and in their original condition. The tags must be on. If the tags are not on the items we would not accept returns or exchanges. If an item is not returned in its original condition but has traces of usage, such as make up stains, deodorant stains, etc., a certain amount will be deducted from the refund. If an item is not returned in its original condition, the buyer is responsible for any loss in value.
Please note that we do not take responsibility for lost packages! If the package gets lost, no returns and exchanges will be possible.
NOTE! We do not accept returns or exchanges for customized items. For health and safety reasons, face masks and filters are ineligible for return or exchange. Please note that all items marked "final sale," are non-refundable and non-returnable, unless they arrive damaged or defective. Regular sale items may be returned or exchanged.
We do not accept cancellations on orders which are already shipped. If for any reason you need to cancel your order, please contact us as soon as possible.
When sending the items back, please do not forget to include a note with your order number and name.
Refunds
Refunds will be processed as soon as returned items have been checked and accepted.
For orders paid by Credit Card, the refunded amount will be available to Clients in roughly 10 days. Processing time may vary depending on the Credit Card Company.
Orders paid by PayPal will be refunded to the original account.
Refunds will be issued in the same currency as the original purchase.
Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed.The original shipping costs as well as the shipping charges incurred by you to mail the garments back to us, are non-refundable. We make exceptions only in a case of mistake from our side or in case you recieved deffect clothing.
If you have any questions about our return policy, please contact us.
MADE TO ORDER
We run a small business with our own designs which we hand made. That requires time for obvious reasons. We do not want to speed up the production as this may lead to poor quality. We need to give each product its needed time. We prefer to do that and be delayed but make sure we will provide the best quality that we believe our clients deserve either than send it fast but with poor quality. Hand making process is not just fabrication for us it is a way to put our love and commitment to what we do in the final product.
Usually we will need 1-2 weeks to make the order before ship it. The reason we do not want to give exact dates for delivery is because the process of creating is difficult and may change for several reasons.
All face masks and shoes are ready to be sent after 1-2 days purchase.
There might be an unexpected circumstances that may also affect the time of production and/or delivery. Custom made items as well as bigger orders may take longer due to their original character. In time of sales and events the proceeding time can be extended.
Delivery
We ship all around the world.
At the checkout you can choose between standard and express shipping. This option is available only for EU customers.
For the countries in the European Union, we use different local couriers but always with their Premium service. The standard delivery time for Europe takes around 7-10 working days. (Weekends and Holidays not included!)
The shipping time for Romania and Greece is about 2-3 days.
The express delivery takes 2-3 days (after mailing) to Europe.
For all orders from the US and CANADA is available only express delivery option. For all countries outside of the European Union, we also offer only express delivery option. The shipping time is about 2-4 days after mailing.
NOTE! THIS TIMING IS FOR THE SHIPPING ITSELF! WE NEED TIME FOR PRODUCTION. ALL OF OUR PRODUCTS ARE HANDMADE.
We know that our clients want to have their goods as soon as possible and this is why we always try to work as fast as we can so the wait to be minimal. We're working tirelessly to prepare and ship your orders ASAP.
Please be sure to leave your full name, address and phone number when ordering so there will be no missing information issues when the courier tries to find you. It is also important so the package does not get lost or is returned back to us. We DO NOT take responsibilities for incorrect addresses or missing information!
Please NOTE that during Holidays and special events there might be unexpected delays with delivery. We do not take responsibility for that as we do not control logistics.
Shipping cost
The price for shipping varies depending on the destination of the recipient and the number of purchased products. You can check the prices of the shipping after adding the items you want to order to your shopping cart before making the payment. For each subsequent item there is a discount in the price of shipping if you have added more than 1 product to the basket. For all masks, accessories and bracelets you can take advantage of a fixed shipping price regardless of the number of products purchased.
PLEASE NOTE:
We do NOT ship during national holidays and weekends
Delays due to weather conditions, holidays seasons, late flights, etc. can occur – unfortunately we are not able to control them
Custom made items may take longer due to their original character.
In time of sales and events the proceeding time can be extended.
While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
So please provide us with the most up-to-date, accurate and detailed shipping information with your phone number for the shipping. Your cooperation is greatly appreciated.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
We want you to have the best online shopping experience, so if you have any problems with your order, please contact us.
Important information about the deliveries during the quarantine
With reference to the complicated situation, we would like to inform you of approximate delivery times and the possible delays.
In most countries, deliveries are made without the signature of the customer, in order to reduce the risk of contamination of the courier or customer.
Due to the complex situation around the world, delays in shipments have been reported. These are circumstances that do not depend on us and change dynamically depending on the domestic security measures taken in each country.
We would like to assure you that both we and all the couriers we work with have taken the utmost care and disinfection so that the shipments arrive in a safe condition to the customer.
If you have any questions about regional delivery, please do not hesitate to contact us!
Thank you for your patience and understanding in this difficult situation!