FAQs

Categories

Shipping

Shipping is free worldwide for all orders above 160 euros. Below 160 euros shipping is a fixed price depending on which region you are in.

We ship worldwide. We have a partnership with DHL to make sure that anywhere they can go, we can get your items to you. 

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. From handmade buttons to hand finished detailing, it will take up to 2 weeks to make you something truly special.

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.

IMPORTANT UPDATE: Shipping worldwide is currently delayed due to the COVID pandemic, so please expect a slightly slower service than normal. 

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

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).

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

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. 

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.

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. 

FOR OUR UK CLIENTS

To our many lovely UK based clients: Due to BREXIT, there are some changes to the costs and tax paid for our designs made here in Italy. These are different depending on whether you live in mainland Great Britain or Northern Ireland.

Please read the following information before making your purchase.

Note: unfortunately shipping into the UK with the new rules seems to be taking longer than usual. Hopefully this will be very temporary situation and we can get our designs to you as quickly as possible once they are created. You can track your order with the tracking number supplied once we have shipped your items.

⦁ You will no longer pay Italian IVA when purchasing with us.
⦁ The prices you see on the website are inclusive of IVA and therefore at checkout you will see a lower price which is what we will charge you.
⦁ When we send your items, they will be subject to UK VAT and they MAY be subject to import duties.
⦁ This payment of UK VAT and any possible duties will be dealt with by the courier.
⦁ As before we are providing free shipping and there will be a minimum order value of 160 euros total cart value for shipping to the UK. 
⦁ Everything stays the same as before.
⦁ The prices you see on the website will be the price you pay to us.
⦁ You should not be charged UK VAT.
⦁ Shipping will be free above 160 euros total cart value.
⦁ Import duty MAY be applied and will be dealt with by the courier.  

As things may change with new trade deals being made, the information above is correct as of writing. We will do our best to inform you of any changes as we become aware, but we cannot be liable for the information held on this page.