How can we help?

FAQ

Ordering

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They are located on the product pages or you can access it here. If you are still not sure then please get in touch via email and our tailors will help you choose the perfect size for you.

Can I personalise my order?

Absolutely! The advantage of our made to order model is that we make each item with you in mind. If you have any changes you would like to make then get in touch via email and we will work together to find the best solution for you.

You can also have your design made entirely to measure for you. You just need to select the "Made to Measure" option when ordering. We will then get in touch to get the right measurements to start making your unique design!

Can you create a unique design for me?

If you are looking for something truly unique, you can get in touch with us to see if we can create a new design just for you.

Email us at sofia@sofiatsereteli.com with your ideas and requirements. Our designer Sofia Tsereteli will then come up with some ideas and get in touch to see what we can create for you.

Can I cancel my order?

If you change your mind, you can always cancel by emailing us.

Once your order is shipped returns will be managed as seen below.

Shipping

How much does shipping cost?

Shipping is free within the EU.

Outside the EU we offer free shipping for all orders over €500. All other orders will have to pay a small fee for shipping.

Where do you deliver?

We deliver worldwide! We can get your design to you in almost every country in the world.

How long will it take to make?

All of our designs are created fully in-house and to order in our beautiful boutique studio in Padua’s Garden City district. Once you have chosen a design, we will cut, craft and hand finish something beautiful just for you.

Usually it will be a few days work to create your order, though depending on our workload it can take up to 2 weeks to make you something truly special.

If you have an urgent requirement, get in touch with us and we will do our best to prioritise your order.

How long is shipping?

We work with our partner DHL to try to get you the fastest shipping possible. Shipping will generally take 1-2 business days, though certain locations and remote areas may take a bit longer. Once your package is picked up you will receive a tracking number so you can see exactly when the scheduled delivery date will be.

Please be aware that items may be held at customs in your country. This can affect the delivery times. You can track this on the DHL website, and please contact DHL directly for more information.

Will I have to pay customs fees?

As we are based in Italy, any shipments within the EU should not have to pay any customs or fees.

Outside of the EU you will not have paid any Italian IVA therefore you may have to pay some duty or customs fees based on the agreement your country has with the EU.

You should be contacted by DHL to pay these fees prior to receiving the product. Any issues with this should be brought up with DHL. 

Returns and Exchanges

What if the fit isn't right for me?

Our designs are crafted to order just for you. We hope you will love and cherish your Sofia Tsereteli design and make it part of your own personal style. If you find that it is not quite perfect for you, please do get in touch. We can discuss options such as trying a different size or even making slight adjustments in order for you to enjoy our designs (fees may apply).

Can I return Items?

You have the right to return your items for any reason within 14 days of receiving your products. However, personalised creations cannot be returned. 

Are returns free?

Returns are free for all customers.

How can I return Items?

Within 14 days of your items being delivered, contact us by email at sofia@sofiatsereteli.com . Let us know which items will be returned and the reason. We will get in touch to organise the return shipping. 

Conditions for returns

The items must be returned in the following condition:

  • Unused/unworn 
  • Tags still attached
  • In the original packaging

Remember that personalised items cannot be returned for a refund. 

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Exchanges or Refunds

If you are requesting an exchange then we will send you the new items as soon as we can but only once we have received the returned items.

If you are asking for a refund, we will reimburse you no later than 14 days from the day on which we receive your order cancellation notice, provided we have received the returned items in this time. We will use the same means of payment as you used for the Order, and you will not incur any fees for such reimbursement. 

Made to Measure

What happens when I order a Made to Measure design?

If you would like your order made to measure, we will email you shortly after receiving the order to request the body measurements required for the items ordered. If you already know you can add them in the notes during the order.

Can I return Made to Measure items?

Unfortunately, made to measure items cannot be returned for a refund due to the personalisation. However, if there are any issues with the size, we will do our best to adjust as necessary to ensure you get the perfect fit!

Press/Buyers

Do you offer pieces for stylists/photoshoots etc?

We have a limited stock of designs that we can send out for media events. If you are interested please get in touch via email and let us know which pieces you are interested in and the dates.

Can I sell your designs in my boutique?

We would be happy to discuss creating a collection for your shop. For more information and our wholesale prices get in touch with us via email.

Get in touch

Have questions about your order, or a general enquiry?