Shipping policy
Shipping Policy
At Teuta Matoshi, every piece is handcrafted specifically for you. We do not keep ready made inventory. Each order is individually cut, sewn, embroidered, and finished by our team of artisans at our atelier in Kosovo, Europe.
Production Time
All dresses are made to order.
Our standard production time is up to 3 weeks before your order is ready for shipment.
During promotions, seasonal sales, collection launches, or other periods of exceptionally high order volume, production times may be extended. Any updated production estimates will be displayed during checkout and should be considered the most accurate estimated delivery timeframe for your order.
If there is a significant delay beyond the estimated timeframe, our team will contact you.
Shipping
Once your order has been completed, it will be shipped via DHL Express.
Estimated delivery time after dispatch is 3 to 5 business days for most destinations worldwide.
Shipping times are estimates provided by the carrier and may vary depending on customs clearance, local delivery conditions, weather, or other circumstances beyond our control.
Shipping Origin
All orders are produced, packaged, and dispatched from our atelier in Kosovo, Europe.
As all items are made to order, your order will be shipped only after production has been completed and the item has passed our quality inspection.
Because orders are shipped internationally from Kosovo, delivery may be subject to customs clearance procedures in the destination country. Depending on your location, your shipment may also be subject to import duties, taxes, brokerage fees, or other government imposed charges. These charges are determined by the customs authorities of the destination country and are the responsibility of the customer unless otherwise stated at checkout.
Total Delivery Time
Your total delivery time consists of:
- Up to 3 weeks for production.
- Approximately 3 to 5 business days for DHL Express delivery.
Please note that the estimated delivery timeframe displayed at checkout reflects the most up to date production schedule at the time your order is placed and should be used as the primary estimate for your order.
Tracking Your Order
Once your order has been shipped, you will receive a shipping confirmation email containing your DHL Express tracking number, allowing you to follow your package throughout its journey.
Customs, Duties and Taxes
International shipments may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
These charges are determined by your local customs authorities and are the responsibility of the customer unless otherwise stated during checkout.
Teuta Matoshi has no control over these government imposed fees and cannot estimate or reimburse them.
Shipping Address
Please ensure your shipping address is complete and accurate before placing your order.
Teuta Matoshi is not responsible for delays, failed deliveries, or additional shipping charges resulting from incorrect or incomplete shipping information provided by the customer. If you notice an error after placing your order, please contact us as soon as possible. We cannot guarantee that address changes can be made once shipping has begun.
Delivery Delays
While we always strive to deliver your order as quickly as possible, occasional delays may occur due to customs inspections, severe weather, transportation disruptions, holidays, or other circumstances outside of our control.
Signature Upon Delivery
Some DHL Express shipments may require a signature upon delivery. If no one is available to receive the package, DHL may attempt another delivery or hold the shipment for collection according to local procedures.
Questions
If you have a specific event or delivery deadline, we encourage you to contact us before placing your order. Our team will be happy to confirm whether we can meet your requested delivery date.
Lost or Missing Packages
If your tracking information indicates that your package has been delivered but you have not received it, please contact us as soon as possible. We will work with DHL Express to investigate the shipment. Please note that we cannot issue refunds or replacements until the carrier’s investigation has been completed
Refused Shipments
If a shipment is refused by the customer or returned due to unpaid customs duties, taxes, or import fees, any refund will be subject to our Return & Refund Policy. Original shipping costs, return shipping costs, customs charges, and any applicable restocking fees may be deducted from the refund where permitted by law.