Shipping & returns.
Everything about how your order reaches you — and what happens if, for any reason, it isn't what you expected.
How it gets to you.
We deliver across Romania by express courier (FanCourier, Sameday or DPD, depending on the area). The time depends on the product:
- i.3–5 working days for ready-embroidered pieces and those made from our designs.
- ii.4–7 working days for personalised pieces with a sketch — one extra day for the sketch and your approval.
Orders placed before 14:00 (Romanian time) start the same day; later ones, from the next atelier day. We embroider Monday to Saturday; the courier delivers Monday to Friday. You see the estimated delivery date on the product page, in the bag and at checkout.
Costs
The exact cost appears in your bag and at checkout, after any discount codes are applied.
Cash on delivery for now.
You pay in cash, on delivery, directly to the courier.
Online payment (bank card, instant transfer) will be available soon. Until then we only offer cash on delivery— a zero-risk method for you: you don't pay anything until you receive the parcel.
Where we deliver.
All counties. Orders to remote locations may take one day longer than the standard time.
We don't ship abroad at the moment, but if you're interested, write to us at contact@kinzello.comand we'll put together a custom quote.
Returns policy.
Standard pieces
You have 14 calendar days from receiving the parcel to return a standard piece, without giving a reason (under Romanian Law no. 449/2003 on the sale of products).
The piece must be in the condition in which it was delivered — unused, unaltered, with its tags attached.
The cost of the return is paid by you, unless the product has a manufacturing defect — then we pay.
Personalised products
Personalised pieces (with a design, photo or text chosen by you, or with colour changes) cannot be returnedunless they have a manufacturing defect. Under the Civil Code, products made to the customer's specifications are exempt from the right of return.
Because they're made especially for you — we can't resell them to anyone else.
How do you start a return?
- 1Write to us at contact@kinzello.com with your order number and the reason for the return. If the piece is defective, attach 1–2 photos.
- 2We reply within 24 hours with the approval and shipping instructions (address, which label to use).
- 3You send the parcel. Once we receive it and check the piece, we refund you within 3–5 working days, using the same method you paid with.
If you received a defective product.
Check the piece as soon as you receive it. If you notice a problem (an embroidery defect, damaged material, a size different from the invoice), let us know within 48 hours of receipt.
Send us:
- Your order number
- A short description of the problem
- 1–2 clear photos of the defect
We replace the piece or refund you in full, no questions asked. We also cover the cost of shipping the return.
Other questions?
See our FAQ or write to us directly. We reply within one working day.
contact@kinzello.com