Frequently Asked Questions (FAQ)

How long will it take for my order to ship?

Standard-size and custom-size garments typically ship within 7–14 business days (Monday–Friday, excluding public holidays). Certain bespoke or special-inquiry designs may require additional production time.

Can I cancel my order after placing it?

Cancellation requests may be submitted by contacting our customer service team. Requests submitted within 24 hours of purchase will be reviewed; however, cancellation is not guaranteed.

Orders may enter processing, production, fulfillment, quality control, or shipment shortly after purchase. Once an order has entered any of these stages, it may no longer be eligible for cancellation, refund, exchange, or store credit.

I contacted customer service within 24 hours. Does that mean my cancellation is approved?

No. Submission of a cancellation request within 24 hours does not guarantee approval. All requests are reviewed based on the status of the order at the time the request is received and processed.

Can I change my size after placing my order?

Once measurements or sizing have been confirmed, orders cannot be modified. Customers are responsible for reviewing size charts and measurements carefully before completing their purchase.

Are custom-made or custom-sized garments refundable?

No. Custom, bridal, couture, made-to-measure, personalized, and special-order garments are final sale and are not eligible for cancellation, refunds, exchanges, or store credit, except for approved defects, damage, or incorrect fulfillment.

Is a deposit required for custom orders?

Yes. A deposit is required before production begins. Once received and approved, the deposit is non-refundable as it covers atelier time, materials, sourcing, and production preparation.

Can I cancel a custom order after approval?

No. Once a custom order has been approved and production has started, it cannot be cancelled or refunded. Clients are responsible for confirming all design details, measurements, and specifications before production.

What happens if I do not complete the remaining payment?

If the remaining balance is not paid according to the agreed payment schedule, the order may be placed on hold or cancelled. The deposit will be retained to cover work completed and resources allocated.

What if I am unhappy with my custom garment?

Custom pieces are made according to approved specifications. Changes of mind or personal preference are not eligible for refunds. Verified defects, damage, or incorrect fulfillment must be reported within 48 hours of delivery with supporting evidence.

Can I exchange my garment for another size?

Exchanges are available only for eligible standard-size, non-custom garments that are unworn, unused, in pristine condition, and returned with all original tags, packaging, and the red security ribbon fully intact.

What is the red security ribbon?

The red security ribbon is a quality-control seal attached to eligible garments. Items returned without the ribbon fully intact and unaltered are not eligible for exchange or store credit.

How long do I have to request an exchange?

Exchange requests must be submitted within 48 hours of delivery.

Who pays for exchange shipping?

Clients are responsible for all shipping costs associated with exchanges, including return shipping, replacement shipping, customs duties, and import taxes.

What happens if my preferred exchange item is unavailable?

If an approved exchange cannot be completed due to unavailable inventory, store credit will be issued.

Do you offer store credit?

Yes. Eligible approved returns may receive store credit equal to the purchase price when an exchange is not possible.

Can I get a refund if I ordered the wrong size?

Orders placed with incorrect sizing are generally not eligible for refunds. Customers are responsible for confirming their measurements using the official Dodona Avdiu size charts before placing an order.

What items are not eligible for refunds?

Refunds are not available for:
• Custom orders
• Custom sizing
• Sale items
• Items with a removed or damaged red ribbon
• Items showing wear, alteration, or damage

These limitations do not apply to items that arrive damaged, defective, or incorrect.

What should I do if my item arrives damaged or incorrect?

Please contact customer service within 48 hours of delivery and provide clear photos or videos showing the issue. Approved claims may qualify for a refund, replacement, repair, or store credit.

Who pays return shipping for damaged or incorrect items?

Dodona Avdiu covers return shipping costs for approved claims involving damaged, defective, or incorrectly fulfilled orders.

Are shipping fees refundable?

No. Shipping fees are non-refundable.

Are customs duties and import taxes refundable?

No. Customs duties and import taxes remain the responsibility of the client and are not refundable.

Do UK and EU customers have a cooling-off period?

Yes. Customers in the United Kingdom and European Union may be entitled to a 14-day cooling-off period for eligible non-custom items, provided the item is unworn, unused, in its original packaging, and returned with the red security ribbon intact.

The cooling-off period does not apply to custom-made, custom-sized, personalized, special-order, or sale items.

How do I contact customer service?

Please contact us at support@dodonaavdiu.com and include your order number along with any relevant photos or documentation. Our team will be pleased to assist you.