FAQ
💌 Orders & Shipping
1. Do you ship worldwide?
Yes, we ship worldwide from our atelier in Albania to over 150 countries and territories. The only countries we currently cannot ship to are Russia, Ukraine, and Iran, due to the international situation. Each order is carefully prepared and sent with the most efficient shipping option available for your country. We are also working on opening EU and USA fulfillment centers to make delivery even smoother in the future.
2. How long does shipping take to my country?
All orders are processed within 5–7 days in our atelier before they are handed over to the courier. Standard shipping can take up to 15 days, depending on your country and local customs procedures. For faster delivery, we also offer express shipping with DHL, and all evening gowns are automatically shipped with DHL for speed and safety.
Once your order is shipped, you will receive a tracking link so you can follow it every step of the way. 🌸
3. Can I track my order?
Yes, every order includes full tracking. Once your parcel leaves our atelier, you’ll receive an email with your tracking link so you can follow your package step by step.
If you prefer, you can also track your order directly on our website via the Track Order page by entering your order number and email address. If you don’t receive your tracking email, please check your spam folder or contact us — we’ll be happy to resend it. 🌸
4. What courier do you use, and do you ship to PO boxes or parcel lockers?
We work with reliable international couriers and local postal partners, depending on the destination, to find the best balance between speed, safety, and cost. In many cases, PO boxes or parcel lockers are not recommended, as some couriers cannot deliver there. For the smoothest experience, we kindly suggest using a full street address whenever possible.
5. Can I change my address after placing the order?
If your order has not yet been shipped, we are happy to update your address. Please contact us via email: hello@simovska.ai as soon as possible with your correct full address and order number. Once the parcel has been handed over to the courier, we can no longer guarantee changes to the delivery details, but we will always do our best to assist.
6. My tracking hasn’t updated — can you help?
Tracking information may take a little time to refresh, especially during international transit or customs checks. You can always check the latest status on our Track Order page using your order number and email.
If the tracking hasn’t updated for an unusually long time or you feel something is wrong, please contact us via email hello@simovska.ai— our team will gladly assist and investigate the issue for you. 🌸
7. Do you offer gift wrapping or personalized messages?
Yes, we’d be delighted to make your order feel extra special. You can leave a note at checkout if you’d like gift wrapping or a personalized message included in the parcel. If you’ve already placed your order, simply email us with your order number and your message, and our team will prepare everything with care.
8. Can I combine two orders into one shipment?
If you’ve placed one order and would like to make a second one shortly after, please contact us and we will give you free shipping on your second order whenever possible. If you have already placed two separate orders, our team will combine them into one shipment when feasible and refund the shipping cost from the second order. Just reach out with both order numbers and we’ll take care of it.
👗 Returns & Exchanges
9. What is your return and exchange policy?
You can return or exchange items within 30 days of delivery. All pieces must be unworn, unwashed, and with all original tags attached. To start the process, please contact us via email at hello@simovska.ai , and our team will guide you step by step. We want you to feel completely comfortable and confident in what you wear.
10. Do I have to pay for return shipping, and how long do refunds take?
In most cases, return shipping is paid by the customer, except if you received a defective or incorrect item. Once we receive and inspect your return, your refund is usually processed within a few working days, depending on your bank or payment provider. We always do our best to handle returns quickly and with kindness.
11. What happens if I received a defective or wrong item?
If you receive a defective product or the wrong item, we are truly sorry. Please contact us with your order number and clear photos, and we will take care of it as a priority.
💳 Payments
12. What payment methods do you accept, and can I pay in my local currency?
Payments are processed securely through Shopify Payments. We accept major credit and debit cards (such as Visa, MasterCard, American Express) as well as Apple Pay, Google Pay, and other local options supported in your region. Our website can display prices in your local currency where possible, and your payment is processed safely in that currency at checkout.
13. Can I pay with PayPal or Klarna?
At the moment, PayPal and Klarna are not available on our website. We are continuously improving our checkout experience and may add more payment options in the future. For now, you can use cards, Apple Pay, Google Pay, and other methods offered through Shopify Payments.
🌍 Customs & Taxes
14. Is VAT included in the price, and will I have to pay customs fees?
Prices on our website are displayed without VAT. Depending on your country, you may be asked to pay local VAT or customs/import fees when the parcel arrives, according to your national regulations. We ship from Albania and usually declare parcels as gifts of low value (within legal limits) to help reduce possible fees, but we unfortunately cannot guarantee or control the decisions of customs authorities.
15. What happens if I refuse to pay customs?
If you decide not to pay customs, the parcel will normally be returned to us by the courier. In that case, we can refund only the value of the product, since the original shipping cost (which we already paid) is non-refundable. Additional costs such as transaction fees (e.g. 4.5%) and courier warehouse/handling fees (e.g. DHL) may also be deducted from your refund. Paying local taxes is the responsibility of every customer, just like any citizen in their country.
Product Questions
17. How do your sizes fit? Do you make custom sizes?
Our garments follow European sizing and are generally true to size. If you are in between sizes, we often recommend choosing the larger one for more comfort, or writing to us for personalized advice. At the moment, we do not offer custom sizes, but we are continuously improving our size range based on customer feedback.
18. What fabrics do you use, and are the colors in photos accurate?
Most of our fabrics are natural or natural-based, such as cotton, wool, silk, and viscose, often blended with a small amount of lycra for comfort and movement. We carefully choose every fabric for beauty, durability, and a luxurious feel on the skin. We photograph our pieces to represent the colors as accurately as possible, but slight variations can occur due to lighting and different screens. If you are unsure about a color, you can always ask us for extra guidance.
20. How do I care for my garment (washing/ironing)?
Every piece comes with a care label that explains how to best look after your garment. In general, we recommend gentle washing, low temperatures, and cool ironing for most items. More delicate fabrics such as silk or wool may require professional dry cleaning to preserve their shape, color, and texture. Treating your garment with care will help it stay beautiful for years.
🖤 Brand & Business
21. Who makes your pieces, where are they made, and do you work with others (influencers, boutiques, media, wholesale/franchise)?
All Simovska garments are designed using advanced AI tools (many developed in-house) and then handmade in our atelier in Albania by skilled artisans. At this stage, we do not offer wholesale or franchise options, as we are focused on our own collections and direct client experience. However, we are open to collaborations with influencers, stylists, boutiques, and media who align with our vision — you can contact us at hello@simovska.ai with your proposal.