Frequently Asked Question
FAQ's
When can I expect my order to arrive?
Each gown is made to order with great care by our atelier team. The current processing and production time is approximately 4 to 6 weeks, including 3 to 5 days for shipping.
Please note that during busy periods or sale events, your order may take a little longer to arrive.
Is there an option for expedited delivery of my order?
If you have a specific deadline, you may contact us at info@teutamatoshi.com or via WhatsApp at +1 917 624 8522 with the dress name, size, and your desired delivery date.
Our team will check availability and let you know if your order can be processed sooner.
Which shipping carrier do you use?
All dresses are shipped worldwide via DHL Express.
Are import taxes and duties included in the prices?
In most countries, duties and taxes are included at checkout through our Delivered Taxes Paid (DTP) service. This means you pay these fees in advance, and you won’t be charged again when your order arrives.
For some countries, this option may not be available. If duties and taxes do not appear at checkout, they may be charged by DHL when your package reaches customs.
How can I reach you about my order?
For any inquiries about your order, please email us at: info@teutamatoshi.com
What is the return policy?
We accept returns and exchanges for standard-size gowns within 7 days of delivery, as long as they are unworn, unused, and in their original condition. Please note that shipping fees, duties and taxes are non-refundable, and sale items are final sale.
Custom sized gowns are not eligible for returns or exchanges due to their made-to-order nature. For more information, please refer here.
To request a return or exchange, please contact us at info@teutamatoshi.com for approval and further instructions.
What is the difference between standard and custom size?
Each Teuta Matoshi gown is made to order. A standard size gown is made using our general size guide, while a custom size gown is made using your own body measurements for a perfect fit.
You can view both our standard size chart and measurement guide here.
Is there a delay in processing for "custom size" orders?
All Teuta Matoshi gowns are handmade and made to order. Custom size and standard size gowns take the same amount of time to be completed and delivered.
Is it possible to cancel an order?
Custom size orders cannot be canceled once placed. For standard size gowns, please contact us as soon as possible after your purchase, as each piece is handmade and production begins shortly after the order is confirmed.
Gift cards are non-refundable.
Where is the designer based?
The designer is based in Kosovo. You can learn more here.