Returns & Exchanges
Last updated: February 15, 2026
This page explains return and exchange policies. It is part of the Public Offer.
1) General Rules
We accept returns/exchanges only if the following conditions are met:
• The item has not been used (no signs of wear) • Tags are preserved • Packaging is preserved • The item is in sellable condition
If conditions are not met — we may refuse the return/exchange.
2) Returns and Exchanges in Ukraine
2.1. Timeframes Return is possible on the day of receipt or the next day after receiving the order (for delivery within Ukraine).
2.2. Exchange Exchange is possible only if the required size is available.
2.3. Who pays for shipping Return shipping is paid by the Buyer. Return shipping cost is determined by carrier rates.
3) Returns from Abroad
As a general Seller rule: returns from abroad are not accepted.
Important: if mandatory laws of the Buyer's country apply (e.g., regarding the right to withdraw from a distance contract), they may apply to the extent that cannot be limited by store conditions.
4) Items Not Subject to Return
Items made to order (custom-made) are not subject to return/exchange, as they are manufactured individually according to the buyer's request/parameters.
Exception: manufacturing defect (see section 6).
5) How to Process a Return (Ukraine)
5.1. Where to send returns Nova Poshta: Kyiv, branch #455 Recipient: Sova Nataliia Phone: +380974455957
5.2. Required information To process a return/exchange, send us (in a message or email): • Customer's full name • Item name • Size • Payment date • Order number • Payment receipt
6) Defect / Manufacturing Issue (Claim)
If you discover a defect:
• Contact us at sovanatalia01@gmail.com or via Telegram Bot • Attach photos/videos and a brief description of the problem • We will agree on a solution
Possible solutions in case of defect: • Item exchange, or • Full refund
Claim submission deadline: within 2 days after receipt.
7) Refunds
Refunds are processed within 14 banking business days from the moment:
• We receive the returned item, and • Confirmation that return conditions are met (sellable condition, tags, packaging).
Funds are returned using the same method as the original payment (or another method by agreement).
8) Important Notes
If the item is returned damaged, with signs of wear, or without tags/packaging — we will refuse the return.
If a custom-made item is sewn according to parameters provided by the Buyer, and the quality is fine — this is not a defect.