Delivery and Returns

DELIVERY

All our items are individually made to order in Windsor, Berkshire. Most custom orders take up to 4 week to make therefore our customers will be notified via email when their item is ready for dispatch. If your order is particularly urgent please call us on 07568404602 and we will endeavour to send your order as soon as practicable.

Deliveries to the UK mainland are sent via UPS. Orders to be delivered outside of the UK mainland will be shipped via DHL or UPS and usually take 2-3 days from date of dispatch for Europe and 3-5 days from date of dispatch for outside of Europe, shipping costs to each individual country will vary depending on the shipping zone.

Please note any customs and duty charges to orders to be delivered outside of the European Union are to be paid by the receiver.

We must be informed of parcels not arriving as soon as possible, for the UK it must be within 16 working days of the order date. For international destinations we must be informed within 35 days. Failure to do this can affect our ability to trace the parcel and issue any refund due. Refunds or replacements will only be issued after 16 working days in the UK or 35 working days for international parcels, and only if the parcel is deemed to be lost in transit by the Royal Mail or DHL.

RETURNS/EXCHANGE POLICY

If you wish to return an item, please follow our Returns Procedure. You must notify us at info@ingakovalerova.co.uk to inform us that you intend to return the goods. All items sold on our website that have had no special modifications requested and and have been returned in new, unworn and unused condition with original garment within 14 days after receipt will qualify for a refund. Items that have been modified to the customer's individual specifications are considered bespoke items and are non-refundable (Custom items are made specifically to the measurements you provide - bust, waist, hips, height, and hollow-to-floor. That means no one else will be able to wear that item once it's made. Because of this, we are unable to accept any returns on custom items. Please double check your measurements and colour choice before ordering).

We will not accept returns of non-faulty items that have been worn and used. In such cases, the item will be returned to the customer.

If you wish a refund, we will credit the original purchaser’s card for the sum paid minus postage costs. Please note that postage costs will apply for exchanges. Please email us for return address.

Please note that the customer is responsible for all postage costs incurred when returning items. Inga Kovalerova Couture will not offer a refund on returned items, which are lost or damaged in the post. We strongly recommend that items are returned using special and tracked delivery so they are insured and that you keep your proof of posting certificate. Inga Kovalerova Couture will only reimburse postage costs in the case of faulty, damaged or incorrect supply of goods. Once the item has been approved for returning, we will credit the original purchaser’s card for the sum paid minus postage costs. Please note that postage costs will apply for exchanges.

Please Note: Refunds can take up to 28 days to process.