Frequently asked questions

Choose a piece, a colour and a size, and add it to the cart. In the cart, press “Proceed to checkout”, enter your name, e-mail and delivery address, accept the terms and place the order.

You get a confirmation e-mail and an order page with your order number (BNN-…).

Yes. Put as many pieces as you like in one cart. Shipping is worked out for the whole parcel and shown at checkout.

No, you do not have to register. Your first order creates an account tied to your e-mail address, without a password. You sign in with a 6-digit code we send to that address, and you see your orders there.

If you have ordered with that address before, checkout asks you to sign in first.

Not paid yet: you do not have to do anything. An order that is not paid within 3 days may be cancelled.

Already paid: write to [email protected] right away with your order number. While your piece is not in production yet, we try to change or cancel the order. Once it is, we cannot promise it.

You pay online through a payment service, or by bank transfer to the details we send you by e-mail.

Payment is taken in Ukrainian hryvnia at the official rate of the National Bank of Ukraine on the day of the order. If your card is in another currency, your bank converts the amount at its own rate.

Prices may be shown in other currencies for convenience. The amount you pay is the one shown at checkout.

As soon as the payment service confirms it. You get a “Payment received” e-mail, and your order page shows “Paid, being made”. A bank transfer counts once the money has reached us.

We ship from Austria to most countries. The shop does not ship to Russia, Belarus, North Korea, Iran, Syria and Cuba. You choose your country at checkout. If you have a question about yours, write to us.

It depends on the country and the weight of the parcel. In Austria it starts at €6. The price appears at checkout as soon as you choose your country.

Orders of €150 or more ship free within the EU. Everywhere else the limit is €200.

Every piece is made to order, so the parcel leaves from 14 days after payment, 30 days at most. After that it takes a few days in Austria, about a week in the EU and longer further away.

More on the Delivery & returns page.

The day your parcel leaves, we e-mail you the tracking number. The same number, with a “Track your parcel” button, is on your order page and in your account.

Not within the EU. If your country is outside the EU (for example the United Kingdom, Switzerland, Norway, the United States or Ukraine), customs duties and import taxes may be charged on delivery. You pay them, and we cannot predict the amount.

Yes. If a piece does not fit, you can return it within 14 days of receiving the parcel. It must be unworn, unwashed and still have its tags.

Write to [email protected] with your order number (BNN-…) and what you are sending back. We reply with the return address. Send the parcel and tell us the tracking number. For a shipped order you can also send a return request from your account.

Return shipping is on you. If the item has a manufacturing fault or we sent the wrong one, we pay shipping both ways.

The refund goes back to the payment method you used, within 14 days after we receive and check the item.

Yes. The new size is made to order again, so it ships from 14 days (30 days at most).

Write to [email protected] right away with your order number and what is wrong. A photo helps. We look at it and tell you how we solve it. If it is a manufacturing fault or we sent the wrong item, we pay shipping both ways.

No, we keep no stock. Each piece is cut and sewn after you pay, and it ships from 14 days after payment, 30 days at most.

It is the note next to the price. You order and pay now, we make your piece and send it from 14 days after payment, 30 days at most. We e-mail you the day it ships.

The product page then shows “Join the list” instead of “Add to cart”. Leave your e-mail and we write to you when it is ready. We cannot give a date in advance.

Our codes come from our short survey: finish it and you get a 50% code.

In the cart, press “Have a discount code?”, enter the code and apply it. The discount shows in the cart before you check out. Capitals and the dash do not matter.

No. One code per order, and each code works once. Depending on the code, it takes 50% off the most expensive piece or off all pieces. Shipping is never discounted.