DO YOU HAVE A PHYSICAL SHOP AND CAN I TRY THINGS ON?
Yes - we have a shop - Kashtan Store - in Kyiv, Ukraine, where you are welcome to come and try things on and look at the full range, as we often have more garments in stock that are not yet online. Come and see us!
WHY ARE SOME OF YOUR GOODS UNWASHED?
As the vast majority of our stock is true vintage and over 20 years old, some of our customers specify that they do not want goods to be washed, as they appreciate the visible signs of wear and ageing that washing would remove from a vintage garment. Based on this we sell many of our goods in an unwashed condition unless otherwise stated in the product description.
HOW DO I KNOW IF MY ORDER HAS SHIPPED?
You will receive a dispatch confirmation to confirm that your order is on its way.
CAN I TRACK MY PARCEL?
All orders shipped can be tracked using the tracking details provided.
DOES MY ORDER HAVE TO BE DELIVERED TO MY BILLING ADDRESS?
The option is provided to ship orders made through our website to a different address from the one your card is registered at. For security reasons we could contact you to verify your details before shipping to a different address.
CAN I CHANGE THE DELIVERY ADDRESS AFTER PLACING MY ORDER?
This may be possible if you have made a mistake with your delivery address, please contact us at firstname.lastname@example.org as soon as you can. If the order has already been shipped then this will not be possible, and we will need to wait for the parcel to be returned back to us, at which point we will then post back out at your expense.
WILL I HAVE TO PAY CUSTOMS & IMPORT CHARGES?
Possibly, depending on your country. Any customs or import duties are charged by local customs agencies once the parcel has reached its destination country and these charges must be paid by the recipient of the parcel.
We have no control over these charges, and unfortunately cannot advise what the cost could be, as customs policies vary widely between countries. If you are concerned it would be best to contact your local customs office for details of any charges before ordering so there are no surprises.
Please note if any parcels are returned to us due to customs charges not being paid then we reserve the right to deduct any costs we incur from your refund.
I HAVE BEEN CONTACTED FOR FURTHER INFORMATION BY MY CUSTOMS OFFICE.
Each country will have their own import rules and procedures. If you have an order stuck in customs, please contact email@example.com your order details, and we will help you to resolve the issue as quickly as possible.
WHAT HAPPENS IF MY PARCEL IS LOST?
Unfortunately parcels can occasionally go missing but please do not worry as all our shipments are fully insured. Please note each courier will have a period of time in their terms and conditions that has to pass before the parcel will be considered lost. Our policy is to provide a full refund once this time has passed and a claim can be made.
If the reason a parcel is delayed or becomes lost is due to an incomplete or incorrect address, please be aware we cannot accept any liability for this but we will of course try to help resolve the matter in these situations.
DO YOU DELIVER TO PO BOX ADDRESSES?
We do not deliver to PO Box addresses.
IF I HAVE SENT SOMETHING BACK TO BE EXCHANGED, HOW WILL THE REPLACEMENT BE SENT TO ME?
Our policy is to deliver any replacement goods using the same delivery method you chose for your original order but please note we reserve the right to use an alternative delivery method.