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Where is Cottoned based?
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?
SHIPPING TIMES ARE NOT GUARANTEED. If you need your items before a certain date, we will need to quote an additional amount for services like UPS, DHL, FedEx, etc. Please be patient, delays are possible, but National Posts are very reliable and we’ve never had a lost package out of the thousands we’ve sent.
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:
– USA mainland (carrier is USPS) – 3 weeks
– USA (Hawaii) – 4-5 weeks
– Canada (Canada post) – 3 weeks
– Australia (Australian post) – 3 weeks
– European Union – 2 weeks
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 the first few days to a week, you will see one of the following updates on the tracking – “Preparing order for shipment”, “Processed Through Facility”, “Insert item into bag”, “Receive item at office of exchange”.
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 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