Life is full of unanswered questions already - to prevent creating more,
we’ve set up this faq section as a quick and useful framework to answer any question you may have.
In order to help you find the best fit, the following information is available on every product page:
Size of the garment worn by the model, alongside their personal measurements.
The above can be found in the ‘Product Details’ tab on any of our item’s product page.
Additionally a size conversion chart is available to help convert international sizes, please refer to our size guide.
Our Customer Care team is available to answer any questions concerning measurements and fitting.
You can shop without creating an account. However, if you register with us, you’ll enjoy the following benefits:
Tracking your orders and reviewing past purchases.
Create a wish list of the pieces you love.
Saving your personal contact information including your address and card details so you can shop more convienantly.
If your order hasn’t been processed yet, it may be possible to cancel or change an item to a different size.
Please note, we are unable to add an item to an existing or processed order.
If you need to make any modifications to your order, please reach out to our customer care team as soon as possible for us to help you in the best possible way we can.
This service can be requested. Please mention you’d like to ship your order as a gift in the "add a note" indication in your cart before checkout.
Additionally, a personal message can be attached to your gift as well.
Please check your spam folder as your confirmation email might have been redirected there.
If you didn’t receive any confirmation, contact email@example.com with the subject ‘Missing Order Confirmation’ and our team will get back to you as soon as possible.
You will receive all tracking information through email.
You can also view the tracking on your account page, under order history.
If your order is delayed or missing, please contact your local DHL office.
If the issue is still unresolved, please contact our customer service with your order number and contact information:
Orders are processed within 1-3 business days.
Please note that we are unable to deliver to post office mailbox addresses or addresses where hold mail requests have been made. We do not ship via freight forwarders.
We accept returns, but no later than 14 days from the date of receipt. Additionally, you must notify our customer care team within 2 days/48 hours upon receiving your order that you’d like to return your purchased items.
We do not accept returns on sales or promotional items.
See our full Return Policy for more information.
No, you are responsible for the return costs.
No. We currently do not offer exchanges. If you would like to change an item, please follow the return process and make a new purchase with the desired item(s).
No. All returns must be organised through a courier.
If you have a concern with a damaged or faulty item, please contact firstname.lastname@example.org immediately, with your order number and images of the defective product.
We are not responsible for items that were damaged or lost during transportation. We always pack everything carefully and thereby minimise any possible damages.
We accept the following forms of payment:
If you are experiencing problems when proceeding your payment, please verify ifyour card number and the expiry date are correct.
If the issue is still unresolved, contact your bank as they might have blocked your purchase for security reasons. If this is the case, you may need to use another payment option.
If the issue persists, contact email@example.com so that we can find an alternative payment solution.
For your security, orders made by new users can only be sent to the billing address of the credit card holder or to a company that we can independently verify.
To prevent delays in processing your order, please make sure that your billing address matches the address your credit card is registered to, and that the cardholder’s name is written as it appears on the card.
Please make sure that you also enter your details correctly, so we can contact you if so required.
The carrier will contact you in case of any extra charges or customs clearance such as local VAT and import duty. This might result in delaying the delivery. We are not responsible for the payment of this duty, all our prices are excluding taxes.
By law, we cannot change the value of order on commercial invoices. We must adhere to all international import/export laws.
Our Studio is based in Shanghai, China.
Our Website operates from Brussel, Belgium under MÄRCHEN Family ltd.
You can follow us on instagram and subscribe to our newsletter to follow up with new arrivals and collection, seasonal sales, and special events
For any PR enquiries, please contact:
For any wholesale opportunities, please contact: