FAQ
ORDERS & PAYMENT
How do I know which clothing size to order?
Please be guided by our size charts for each item.
In order not to make a mistake, we advise you to measure your favorite item of a similar style (T-shirts, long sleeves, hats, etc.) that fits you well, and then compare the results with the size chart. You can find it in each listing.
If you doubt the correctness of the chosen size, write us your measurements, and we will help you with the choice.
If your measurements are very different from the typical size chart, please note, we also accept custom orders. We can make the item longer or shorter, with longer or shorter sleeves. If you have bulky biceps, we will make the sleeves wider.
Please let us know your wishes and we will choose the best option together.
I did not find the size I need in the table, what should I do?
We can make all our items (clothes, backdrops, canopies, accessories, decor) to your measurements. Also, we can make things with your designs. To agree with details and price, write to us at artramabaza@gmail.com.
Can I make a custom order?
Yes, we accept custom orders. We can make all our items (clothes, backdrops, canopies, accessories, decor) to your measurements. Also, we can make things with your designs. To agree with details and price, write to us at artramabaza@gmail.com.
Can I cancel my order?
Cancellation is possible within 24 hours after an order is made. All our products are handmade specifically for the customer’s order, and we put the effort in order for the customer to receive it as soon as possible. After the expiration of 24 hours, we book material for production, and a refund is possible in the amount of 50%, if the product has not been dispatched yet. If you wish to cancel your order, email us at artramabaza@gmail.com.
We can not cancel orders that were already dispatched.
Can I modify my order?
Yes, the customer can make changes to his order within 24 hours, after the payment. Please contact us at artramabaza@gmail.com, indicating the number of his order.
What forms of payment do you accept?
Payment can be made by Visa, MasterCard, American Express, JCB, Diners Club, Discover, ApplePay, and via Paypal.
PRODUCT & MATERIALS
What materials do you use?
For backdrops
Lycra (biflex) is glossy high-quality synthetic fabric, 4-way stretching.
For canopies
Satin is high-quality synthetic fabric, smooth, glossy, and cool to the touch.
For t-shirts and longsleeves
The sandwich is made of two layers of fabric: cotton (to the body) and polyester (a picture is printed on this layer). This fabric is pleasant to wear, very comfortable at an air temperature of up to 25° C (77° F), wear-resistant, and looks good. Great for crew neck, hooded, long-sleeve T-shirts.
Sports polyester is thinner, light, and pleasant to wear, even in the heat, during dancing and sports. This fabric allows air to pass through well and does not absorb sweat, directing it to the outside. Thus, the T-shirt remains dry. Suitable for T-shirts and T-shirts with long sleeves.
For kimonos
Chiffon is light and translucent, the patterns seem to come alive in blacklight. The chiffon kimono can be worn as a robe, as a dress, as a tunic with pants, as a cardigan with a dress or pants and a top.
Gabardine is a matte dense embossed fabric. The gabardine kimono can be worn as a light coat, as a robe, as a dress, as a tunic with pants, as a cardigan with a dress or pants and a top.
Both fabrics are synthetic, and highly wear-resistant. Pleasant to the touch and comfortable to wear. Almost does not wrinkle. Can be ironed if necessary.
For hats
Satin is high-quality synthetic fabric, smooth, glossy, and cool to the touch.
Gabardine is a matte dense embossed fabric.
Both fabrics are synthetic, and highly wear-resistant.
* Protects from the sun and light rain.
* Pleasant to the touch and comfortable to wear.
* Holds its shape well, and almost does not wrinkle.
* Does not deform during washing, is easy to clean, and can be ironed if necessary.
For bags
Oxford has a basket-weave structure, and because of that, is thick, dense, and very durable. This fabric is made from synthetic fibers (rayon, viscose, polyester) and coated with polyurethane (PU) to make it water-resistant.
Satin is high-quality synthetic fabric, smooth, glossy, and cool to the touch.
Gabardine is a matte dense embossed fabric.
* All fabrics are synthetic, and highly wear-resistant.
* Pleasant to the touch and comfortable to wear.
* Holds its shape well, and almost does not wrinkle.
* Does not deform during washing, is easy to clean, and can be ironed if necessary.
For pillow cases
Satin is smooth, glossy, and cool to the touch.
Where are the products made?
All of our products are crafted in Lviv, Ukraine.
Do you offer custom sizes?
Yes, we accept custom orders. We can make all our items (clothes, backdrops, canopies, accessories, decor) to your measurements. Also, we can make things with your designs. To agree with details and price, write to us.
How long is the production time?
All our products are handmade and the vast majority of them are made to your order, so production time takes 1-10 business days. We also have some ready-to-ship items.
The term of work on custom orders may be longer.
SHIPPING & DELIVERY
Where do you ship to?
We ship everywhere around the world*. Your order will be carefully packaged and delivered wherever is most convenient for you.
* Except for Russia, Belarus, and territories with which there is currently no global postal service.
When will my items be shipped?
We want you to have your new product as soon as possible. Our products are handmade and made to your order. Production time takes 1-10 business days, and in-stock items typically ship out 1-3 business days after the order is placed.
Please note: if you purchase a mix of ready-to-ship and made-to-order items, they will all ship at one time after the product is made.
How much does shipping cost?
Express Delivery (UPS, FedEx, DHL etc) costs from 35 USD.
FREE Express shipping option is available for all customers whose fulfilled order value is above 400 USD.
Standard delivery through Ukrposhta costs from 15 USD
How long will it take my package to arrive?
Express delivery currently takes 5-11 business days depending on your location.
Ukrposhta delivery currently takes 1-5 weeks depending on your location.
! Due to the ongoing full-scale war in Ukraine, customs may take more time to process shipments and release them for further delivery.
Estimated standard shipping times now:
USA - 14-32 days
Germany, France, Poland, Austria, Switzerland - 11-28 days
Other EU countries - 16-32 days
UK, Canada, Japan - 21-35 days
Australia, New Zealand, India - 28-38 days
For a number of cities in the EU, UK, and Switzerland, direct courier delivery is possible (without payment of customs fees, delivery time - 2-3 days). Ask us for details.
Will I be charged custom duties and taxes?
Yes, the customer is responsible for payment of any such duties and/or taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order. If you refuse to pay taxes, your order is being delivered back to us, and the order gets annulled with no refunds.
How can I track my order?
You will receive an automated email containing tracking information as soon as your order ships. Please note that it takes up to 48 hours for the first scan to appear, so please do not be alarmed if your package isn’t immediately “in transit.”
What happens if I didn’t pick up a parcel in time?
If a customer didn’t pick up a parcel in time, and it was sent back to us, a customer will have to pay additionally for the second shipping, after which we will send it again.
If a customer didn’t pick up a parcel on time, it was sent back to us and a customer refuses to arrange the repeated shipping (within 2 weeks since we received it back) - the order gets annulled with no refunds.
RETURNS & EXCHANGE
Can I return an item?
Return and refund of a product is possible if:
- A customer received the wrong item by our mistake.
- A customer received an item with a defect (each case is considered individually).
- A customer received an item of another color/size/fabric/style by our mistake.
A customer will have to inform us about the above-mentioned issues and provide photos as confirmation within seven days after receiving a product.
If Artrama agree that an item is faulty/wrong, we will offer a refund of this product.
After receiving a product and check for no damage, we will make a refund cost of an item or send a new item. In this case, a customer should send us back the item in its original packaging. Artrama pay all costs (shipping, taxes).
Return is impossible if:
- A customer has already used a product.
- It involves a customized product.
- It involves lingerie (for hygiene reasons).
- A customer received a correct order and then changed his/her mind.
NOTE: If a customer ordered two and more products, we offer a refund for a faulty/wrong item ONLY.
Can I exchange an item?
The clothes can be accepted for exchange only if it has no sign of exploitation.
We examine each piece, and only after the examination and the acceptance of the received items, we can proceed forward with the process.
Exchange of a product is possible if:
- A customer received an item in the wrong size by the mistake of a customer. In this case, a customer pays all costs (shipping, taxes) EXCEPT order that involve lingerie for hygiene reasons.
- A customer has received an item in the wrong size or color by our mistake. In this case, Artrama pays all costs (shipping, taxes).
- A customer will have to inform us about the above-mentioned issues and provide photos as confirmation within 14 days after receiving a product and send it back to us.
As soon as a product is delivered and checked for no damage, we will produce it in the correct size/color/style.
Exchange of a product is impossible if:
- A customer received a correct order and then changed his/her mind.
- A customer has already used a product.
- It involves customized orders, sizes.
- If more than 14 days have passed since the receipt of the order.
- We do not exchange decor (backdrops, canopies, cushions) if the customer received exactly what they ordered, in the correct size and quality.
OTHER
Do you offer Gift Cards?
Yes. Any purchased Gift Card is valid during 1 year. Gift Cards are delivered by email and contain instructions to redeem them at checkout. They have no additional processing fees.
How do I redeem an existing Gift Card?
You can redeem your Gift Card and discount codes at Checkout.
If you are experiencing trouble submitting your code, please contact our Customer Service for help with placing your order.
How can I personalize the gift?
Our t-shirts and long sleeves feature an inspirational quote and size and manufacturer details on the bottom of the product. At your request, we can place your wish here (up to 100 characters), and instead of the size, indicate the name of the person for whom the gift is intended.
We can also print your text on the back of the pillow cases. To agree with details, write to us at artramabaza@gmail.com.