Shipping policy
Everything we sell is made by hand in Sofia, Bulgaria, and posted from there.
Where we ship
We ship within Bulgaria, across much of the European Union, and to a number of countries outside it. The checkout will confirm whether we can deliver to your address before you pay.
When your order leaves us
Orders are packed and dispatched within 2 to 3 business days of payment clearing. Business days are Monday to Friday, excluding Bulgarian public holidays.
Custom orders are made to your specification and take longer. We agree a timescale with you in writing before we begin.
Delivery times
The estimate shown at checkout is the total time from your order to delivery, and it includes the time we take to dispatch.
| Destination | Estimated delivery |
|---|---|
| Bulgaria | 3 to 5 business days |
| International | 5 to 8 business days |
These are estimates and are not guaranteed. Customs clearance, carrier backlogs, remote addresses, public holidays and busy periods can all add time, and destinations further from Bulgaria will normally take longer than the shorter end of the range.
Delivery costs
Shipping is calculated at checkout and shown before you pay.
| Destination | Cost | Free delivery |
|---|---|---|
| Bulgaria | 4.50 EUR | On orders of 90 EUR and over |
| International | 16.00 EUR | On orders of 200 EUR and over |
Carriers and tracking
We send parcels with Econt and Speedy. Within Bulgaria you can choose delivery to your address or collection from a carrier office or locker at checkout.
Every parcel is tracked. We email you the tracking number when your order is dispatched. Please check your spam folder if you have not received it.
Your delivery address
Please check your address carefully before you pay. We send parcels to the address given at checkout.
If you notice a mistake, email us straight away. If your order has not yet been dispatched we will correct it. Once it has been dispatched we cannot change it, and any cost of redirecting, returning or resending the parcel is yours to pay.
Parcels that are not collected
Carriers hold undelivered parcels for a limited time and then return them to us.
If a parcel comes back to us because it was not collected, because the address was wrong, or because delivery was refused, we will refund the price of the bag but not the original delivery cost. The cost of the return journey is also yours to pay, and we will deduct it. If you would like the parcel sent again, we will invoice you for postage.
Orders outside the European Union
Orders going to countries outside the EU, including the United Kingdom, Switzerland, Norway, the United States, Canada, Australia and others, may be charged import duty, import VAT and a customs handling fee by the destination country.
These charges are yours to pay. They are set by your own country, not by us, we cannot calculate them in advance, and they are additional to the price you paid us.
If you refuse a parcel rather than pay these charges, the section above applies: we refund the price of the bag, and not the delivery costs.
If your parcel does not arrive
Email us with your order number and we will open an investigation with the carrier. Carriers usually require a short waiting period before they will treat a parcel as lost, and we have to follow their process.
Contact
Our contact details are on our Contact Information page.