Shipping and Returns
1. SHIPPING
1.1. Processing Time
All orders are processed within 1-3 business days (excluding weekends and holidays) after you receive your order confirmation email. You will receive another notification once your order has shipped.
1.2. Shipping Methods
All products are made in Ukraine and shipped worldwide via DHL (6-8 business days) or EMS (10-15 business days).
1.3. Local Pickup
You can pick up your order at our showroom in Kyiv, Ukraine, located at Mykhailivskiy Lane, 24. After placing your order and selecting "local pickup" at checkout, we will prepare your order for pickup within 1-3 business days. You will receive an email with pickup instructions. Our showroom is open every day from 12:00 pm to 8:00 pm. Please bring your order confirmation email when you come.
1.4. Import Duties & Taxes
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Ksenia Schnaider is not responsible for these charges if they are applied and are your responsibility as the customer.
1.5. Shipping Confirmation & Tracking
Once your order has shipped, you will receive an email notification with a tracking number. Please allow up to 24 hours for the tracking information to become available.
1.6. Delayed Orders
If you haven’t received your order within 14 days of receiving the shipping confirmation email, please contact us at cs@kseniaschnaider.com with your name and order number, and we’ll investigate the issue.
2. RETURNS
2.1. Return Eligibility
To be eligible for a return, your item must be in the same condition as when you received it: unworn, unused, with all tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
2.2. Return Process
To initiate a return, contact us at cs@kseniaschnaider.com within 14 days of receiving your order.
2.3. Defective or Incorrect Items
Please inspect your order upon receipt. If the item is defective, damaged, or if you received the wrong item, contact us immediately so we can resolve the issue.
2.4. Discounted Items
Please note that we do offer refunds or exchanges for items purchased with a discount.
2.5. Return Shipping Costs
Customers are responsible for the return shipping costs, unless the item is defective, damaged, or sent in error.
2.6. Refund Process
Once we receive and inspect your return, we will notify you if your refund has been approved. If approved, the refund will be processed to your original payment method. Please note that it may take some time for your bank or credit card company to process and post the refund.
