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Message us at hello@cottonedshop.com.
Where is Cottoned based?
Sofia, Bulgaria
Are all items handmade?
Yes, all items are handmade and made-to-order.
Do you make custom products in all shapes and sizes?
Yes, we can create any size and shape!
How do you ship orders?
All orders will be shipped via the Bulgarian postal service (unless otherwise requested) with cooperation with the national posts in your country. We use registered mail and packages require a signature upon delivery.
All countries are shipped on DDP (delivery duty paid) basis, so taxes and duties are included in the final price and you will receive the package at your door, you will not need to clear it from customs.
What is the shipping time?
DIE VERSANDZEITEN SIND NICHT GARANTIERT. Wenn Sie Ihre Artikel vor einem bestimmten Datum benötigen, müssen wir einen zusätzlichen Betrag für Dienste wie UPS, DHL, FedEx, etc. berechnen. Bitte haben Sie Geduld, Verzögerungen sind möglich, aber National Posts sind sehr zuverlässig und wir hatten noch nie ein verlorenes Paket von den Tausenden, die wir verschickt haben.
Standard delivery time for international packages is 2-4 weeks, depending on your location. Priority shipping is available at an additional cost.
Some approximate delivery times:
- Festland USA (Zusteller ist USPS) - 3 Wochen
- USA (Hawaii) - 4-5 Wochen
- Kanada (Kanada-Post) - 3 Wochen
- Australien (Australische Post) - 3 Wochen
- Europäische Union - 2 Wochen
Bad weather conditions (especially in winter) and National Holidays may lead to some delay.
Tracking your package
You can track your any package at www.track-trace.com
In den ersten Tagen bis zu einer Woche werden Sie eine der folgenden Aktualisierungen in der Sendungsverfolgung sehen: "Bestellung für den Versand vorbereiten", "Durch die Einrichtung bearbeitet", "Artikel in die Tasche stecken", "Artikel in der Wechselstube erhalten".
All of these updates mean that your package has LEFT Bulgaria on the shown date.
The next update will become available only after the package enters your country, no updates in the meanwhile (5-15 days, depending on your country and size of order)
You may contact us if your package has not entered your country in 25-30 days. We cannot speed up the delivery, but we can issue an official query to the post to try to locate the package.
Lost packages are extremely rare.
Returns and Exchanges
– If you are not completely satisfied with your purchase or wish to return an item, please, contact us. All returns must be pre-approved by Cottoned. Custom and used items are not returnable.
– If your item arrived as described and without manufacturing defects or mistakes (Different fabric was used, Wrong design was implemented, More than 5% deviation in length or width), you may request a return for a non-custom item within the first 2 weeks after delivery. Items must be shipped back within 30 days of delivery. Refunds exclude platform and payment fees, and thus can be up to 82% of the order value.
– If your item arrives with a manufacturing defect or mistake (listed above) we will make and send a new item or issue a full refund for that item.
Can I order as a gift?
Yes, you can but please send us a message before purchasing.
Can I return a product?
If your item is approved for return, please declare the value at under $15 otherwise customs taxes apply even though this is not a purchase but a return. If import fees are charged, they will be deducted from your refund amount. Returned items must be in their initial condition.
European returns
European customers can use courier company DPD to return packages, including mattresses, at a very low price, usually around 30-40 euro. Request pick up from your door, details at www.dpd.com
