FAQ

Delivery within Ukraine is carried out by "Nova Poshta" at the carrier's rates, at the buyer's expense. The exact cost is calculated according to the logistics operator's rates during checkout (depending on the city, weight, and selected service).

Estimated timeframes:

• Order processing and handover to the carrier: within 1–2 business days after payment is confirmed.
• "Nova Poshta" delivery: 1–3 business days (depending on the city and branch).

In total, orders usually arrive within 2–5 business days from the moment of payment.

Pre-order items. The estimated delivery time for pre-order items is stated on the relevant product page.

Tracking. Once your order has been shipped, you will receive a tracking number / tracking link by email.

Delays. If for any reason we are unable to ship your order within the stated timeframe, our manager will notify you in advance and agree on a new timeframe with you. If the new timeframe does not suit you, you have the right to cancel your order and receive a full refund of the amount paid.

Payment is made online by bank card during checkout. After confirming your order, you will be redirected to a secure payment page.

Available methods:

• Visa / MasterCard
• Apple Pay
• Google Pay

The Buyer (Consumer) has the right to exchange or return a product of proper quality within 14 calendar days from the date of receipt (the day of receipt not included), in accordance with Art. 9 of the Law of Ukraine "On Consumer Rights Protection", provided that:

• the product has not been used and shows no signs of wear / washing / damage;
• its presentation and consumer properties have been preserved;
• the tags / labels and original packaging have been preserved (if applicable);
• a document confirming the purchase is available (receipt / order confirmation / waybill).

How to arrange it

Notify us of your wish to make a return / exchange. In your message, state: the order number, the product name, the reason (briefly), your full name and contact number.

Send the product to the permanent return address: Shevchenko Nadiia Yevhenivna, +380738111298, Brovary, Nova Poshta branch No. 2. Prior approval is not a mandatory condition for exercising your right to a return; the absence of such approval is not grounds for refusing to accept the product.

Return shipping is paid by the buyer, except in the cases of a defect or store error.

Inspection

After the parcel arrives, we inspect the product within up to 5 business days. If it meets the conditions above, we confirm the return / exchange.

Exchange and return do not apply solely to those categories of proper-quality goods included in the list approved by the Cabinet of Ministers of Ukraine (current version). From our assortment, this list includes:

• underwear (briefs, bras, bodysuits, corsetry, tops, nightgowns, etc.);
• hosiery (socks, tights, etc.).

We do not set any additional restrictions of our own beyond this list. All other products are eligible for exchange / return under the general terms.

Headwear (beanies, balaclavas, etc.) is eligible for return under the general terms, except items that have been used or whose hygienic packaging / seal has been broken.

Yes. Items purchased at a promotional or reduced price are exchanged and returned under the general terms — the same as items at the regular price. A discount does not deprive you of your right to return within 14 days.

The only exception is the categories in the government-approved list (see "Which items can't be returned?") — in particular underwear and hosiery.

If you received a product with a manufacturing defect, damage during delivery, or the wrong product (wrong size / model / color), your claims are handled under Art. 8 of the Law of Ukraine "On Consumer Rights Protection". Such claims may be submitted within the established warranty period and are not limited to 14 days.

Contact us and provide photos / video of the product. If a defect is present, we will, at your choice, either replace the product with an equivalent one free of charge or refund the full amount; in such cases all shipping costs are borne by the store.

Upon confirmation, the buyer is refunded the full amount paid for the product, using the same payment method (or to a bank account, by arrangement / where technically possible) within up to 5 business days. The store does not deduct any bank, acquiring, or payment-service fees from the buyer.

Only the cost of shipping services provided by third-party carriers is non-refundable: the cost of the initial delivery, and the cost of return shipping (except in the case of a defect or store error).

A return of a proper-quality product may be refused if: the 14-day period has been missed; the tags / labels are missing or the product shows signs of use; the presentation or consumer properties have not been preserved; or the product belongs to the non-returnable list above. These grounds do not limit your rights in the event of a defect or wrong item.

E-mail: info@shinigamicouture.com
Telegram DM: @shinigami_couture

Expected response time: during business hours — up to 2 hours.