Frequently Asked Questions

This site is part of an artistic and experimental project, created to test public response. It is not a continuous commercial activity. All sales are occasional and not part of a structured business. if the project evolves positively it will be formalized according to applicable tax regulations.

If your order hasn’t been processed yet, we’d be happy to cancel it for you and issue a full refund. Simply send us an email through the CONTACT US page with your order number, and we’ll take care of it as quickly as possible!

Please note that refunds can take between 5-10 business days to process. Unfortunately, this is beyond our control and depends on your original payment method.

If your order has already been processed, we will not be able to cancel it. Orders are usually processed immediately to ensure the fastest delivery possible. Once your order has been dispatched, you will receive a confirmation email by the end of the day.

If your order hasn't been processed yet, we're happy to help with any changes! You can update your shipping address, email, or delivery preferences—just send us an email through the CONTACT US page with your order number and the changes you'd like to make.

However, once the order has been processed, we can no longer make adjustments to the items or shipping details. Orders are packed and processed quickly to ensure fast delivery, so please double-check everything before completing your purchase.

Changing Items or Order Details:
If you wish to change the items in your order, please contact us immediately. If your order has not yet been processed, we’ll do our best to accommodate your request. Once the order is packed, no changes can be made.

Shipping Address:
If you’ve made a mistake with your shipping address, let us know immediately. Send us an email with the subject "Address Change" and the correct details. We’ll see if we can update it, but we can’t guarantee changes once your order enters our system. To avoid delays, please verify your address carefully before confirming your order.

Email:
Need to change your email address? No problem! Just let us know your new email and the order number, and we’ll update it for you as quickly as possible.

Delivery Day:
Due to the volume of orders we’re processing, we might have temporarily suspended our next-day delivery service. Unfortunately, we can't change the shipping service for an order once it's been placed. We’re working hard to get your orders to you as quickly as we can!

If you've encountered any issues with your order, such as receiving a faulty, wrong, or missing item, please reach out to us through the CONTACT US page on our website. We’ll need some additional information to resolve the issue, so make sure to provide the necessary details as outlined below.

FAULTY ITEMS
If your item is faulty, please send us a clear photo of the issue along with a description of the problem. Be sure to contact us within 3 days of receiving the item so we can assist you as quickly as possible.

WRONG ITEM
If you’ve received the wrong item, please send us a photo of the incorrect item, along with the garment bag showing the barcode or size sticker. This will help us investigate and ensure that such errors don’t happen again.

MISSING ITEM
If an item is missing from your order, please provide clear images of the unopened parcel, the shipping label, and any packaging. If you’ve already been in touch with the courier, please include the reference number and any communication you've had with them. This will help us look into the matter quickly and resolve it for you.



DO I HAVE TO PAY CUSTOMS FEES ON MY ORDER, AND HOW MUCH IS IT?

For orders shipped within the European Union, there are no customs fees or import duties to be paid. All applicable taxes, including VAT (Value Added Tax), are already included in the total cost at checkout.

However, if you're ordering from outside the EU, please note that any additional import duties or taxes charged by your country's customs authorities will be the responsibility of the customer. These fees are based on the import laws of your country, and we have no control over t

For orders shipped within the European Union, there are no customs fees or import duties to be paid. All applicable taxes, including VAT (Value Added Tax), are already included in the total cost at checkout.

However, if you're ordering from outside the EU, please note that any additional import duties or taxes charged by your country's customs authorities will be the responsibility of the customer. These fees are based on the import laws of your country, and we have no control over them.

Haven't received your order yet? No worries, let's sort it out! First, check your email inbox for both your order confirmation and shipping confirmation. The shipping confirmation will have all the tracking details you need. Don’t forget to peek in your spam or junk folder, just in case it slipped through!

If you're still missing the info, simply reach out to us via our contact CONTACT US page. We’ll get back to you within 1 working day (Mon-Fri) and help you track down your order. For more info, you can also take a look at our shipping guidelines [here].

At UNFIXED, the cost of return shipping is the responsibility of the customer. We highly recommend using tracked postage when returning items, as we cannot be held liable for any parcels lost in transit.

For detailed instructions on how to process returns and refunds, please visit the RETURNS AND REFUND section on our website.