My Cart

Close

FAQ

HOW DO I MAKE A PURCHASE?

Making a purchase is easy.

Simply select your items, along with size, click “add to bag” and then “proceed to checkout” and follow the straight forward prompts on screen.

If you have any problems, please contact customer service at customerservice@krasimirastoyneva.com

HOW DO I CONTACT CUSTOMER SERVICE?

Please email customerservice@krasimirastoyneva.com

Our opening hours are Monday-Friday 9.30am – 6pm.

We aim to answer emails within 24 hours.

CAN I ORDER BY TELEPHONE?

We do not currently take orders over the phone.

Please place any orders via our website.

HOW DO I FIND A SPECIFIC ITEM?

If you know exactly what you are looking for please click on“Search” and enter the style name in the search box.

Alternatively, once you are looking at “All products” you can select a category from the filter bar.

HOW DO I KNOW WHEN AN ITEM IS IN STOCK?

Most products are in stock and will be available for purchase.

Please be aware that even if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing.

WHAT IF AN ITEM IS OUT OF STOCK?

If you can see a line through a certain size, it has sold out.

Please add your email to our stock alerts and we’ll let you know if we receive a new delivery. 

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept VisaVisa Debit, MastercardMaestro and American Express. You can also choose to pay via PayPal.

We are based in the UK and your card issuer may see your payment as an international transaction and charge you accordingly. For further details on this please contact your card issuer directly.

IS IT SAFE TO USE MY CREDIT CARD?

Our site is as secure as we can make it.

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

After you place your order, you will receive an email of confirmation from us along with your order number.

Payment for the products and all applicable delivery charges will then be taken.

After your details have been verified and the item(s) located, your order will then be shipped.

Should any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock styles(s) and your payment for the item(s) will be refunded

AM I ABLE TO TRACK MY ORDER?

Yes, once your order is dispatched from our warehouse you will receive an email of notification from us including your tracking number for DHL.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information you share with us to be totally private and confidential.

At no point will we share, rent or sell your personal information without your consent.

IN WHAT PACKAGING WILL MY GOODS BE DELIVERED?

Your order will arrive in a Krasimira Stoyneva box and dust bag.

WILL YOU HAVE SEASONAL SALES?

We will hold seasonal sales twice a year. Please note that we cannot guarantee that prices will be equal to offline stores when they go on sale.

Due to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase late in the season.

DO I HAVE TO PAY DUTY AND IMPORT CHARGES?

If your order is being delivered outside of the EU it will not include the UK Tax and you will be charged a customs and import fee. This will come in the form of a separate bill from DHL.

These are your responsibility to pay where they apply and sadly we have no influence over this.

WHAT CURRENCY WILL I PAY IN?

The total of your order will be in Pounds Sterling.

Please note that if your credit/ debit card is in a different currency the total of your order will be converted into that currency.

There may be associated charges with this from your card issuer. The daily exchange rate will also be reflected and sadly we have no influence over this.

WHO ARE AUTHORISED SELLERS FOR YOUR products?

Please look as the stockists list on our website for authorised retailers or please contact customerservice@krasimirastoyneva.com.

For your reference our official website is www.krasimirastoyneva.com. No other domain names with Krasimira Stoyneva in the title will be authentic.

 

WHAT IF MY ORDER ARRIVES FAULTY OR DAMAGED?

If you have placed your order on www.krasimirastoyneva.com and you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund, in accordance with United Kingdom Sale of Goods Act 1979. Please email customerservice@krasimirastoyneva.com with images of any of your purchases, which you consider have been delivered faulty.

Products are “faulty” if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products must correspond to their description and be of satisfactory quality.

Please note: If your purchased products become faulty within 6 months of your receiving them, then the law will treat them as having been faulty when you received them. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

If you ask for a refund, we may be entitled to reduce any refund to take account of any use you have had of the products since they were delivered to you.

If you would like to exchange a faulty product instead of obtaining a refund, we can only replace it for the same product in the same size and any exchange is subject to availability.

If you ask for a repair, we will do so only where possible and not disproportionate. If you ask for a repair or replacement and we do not provide one in a reasonable time or have reason for not providing one (other than due to your fault), then you will be entitled to exercise your right to ask for a reduction in price or refund.

Hello You!

Enter your email address for stock alerts, discounts, promotions and more!

SEARCH THIS STORE