FAQs & Contact

Customer Service Contact:


+1(917)624-8522 (call or WhatsApp)

Monday - Friday, 8 am to 4 pm, EST


How long until I receive my order?

Please note that due to the made-to-order nature of each gown, dresses are delivered about two to six weeks after your purchase. Items purchased during any sales event may take longer time for delivery.

Can I receive my order faster?

Some dresses are available for faster processing. You can select the shipping option offered for each dress at checkout.


Which shipping carrier do you use? 

Items are shipped worldwide with DHL Express.


Do prices include import taxes?

For orders outside of the U.S., a customs duty will be charged depending on the country which you reside. Teuta Matoshi is not responsible for payment of this duty. DHL will contact you when your order is in customs and will collect taxes. You must pay the necessary fees for your order to be released from customs.


What if I have a question about my order?

For any inquiries about your order, please email info@teutamatoshi.com


What is your return policy?

We kindly offer returns on "standard size" non-made-to-measure gowns. All made-to-measure, custom pieces can only be exchanged for different pieces or store credit.

For all returns and exchanges, we have a seven-day policy. If you wish to return or exchange an item, please contact us as soon as possible, within seven days after your shipment arrives.  

All returns and exchanges require approval - kindly contact us via email at info@teutamatoshi.com

Any shipping costs related to returned products are not covered by Teuta Matoshi.


What is the difference between standard size and made-to-measure?

Each Teuta Matoshi gown is made-to-order, including those in "standard sizes." Once you place an order, we will begin creating your gown in our atelier. 


Standard size gowns run small and are offered in our preset sizes (please refer to our size chart for details) from size 0 - 18. 


Our made-to-measure service allows customers to input their exact sizes for a fit custom tailored to you.


Does it take longer if I order "made to measure"?

Given the handmade nature of each Teuta Matoshi gown, standard sizing and made to measure take the same amount of time. Orders are usually delivered in about two to six weeks from day of purchase depending on the selected shipping option during checkout.


Can I cancel an order?

Due to the handmade nature of each Teuta Matoshi gown, please contact us a soon as possible for a cancellation. Gift cards are non-refundable.



Where is the designer based?

Teuta Matoshi atelier is based in Prishtina, Kosovo. Learn more about the designer here.


For all other inquiries, collaborations, press requests and wholesale inquiries please email:


For any other questions, please use the form below to write to us.