FAQ
Orders & Crafting
How do I place an order?
Select your style and size, add it to your cart, then check out through our secure payment. You receive a confirmation e-mail once validated.
What is the preparation time?
Our standard styles are prepared and shipped quickly. Made-to-order or made-to-measure styles (SAFIYA, EDEN, MELISSA, SAKINA) are crafted especially for you: allow for additional crafting time, indicated on the product page.
Can I modify or cancel my order?
Write to us as soon as possible at contact@costanera.fr. As long as preparation has not started, we do our best. However, once made-to-measure crafting has started, the order can no longer be modified or cancelled.
Made-to-measure & Sizing
How do I choose my size?
Refer to the size guide available on each product page. If you hesitate between two sizes, write to us: we are happy to advise you.
Do you offer made-to-measure?
Some styles can be adjusted to your measurements. As these pieces are crafted for you, they are neither returnable nor refundable, except in case of proven defect.
What if the dress doesn't fit?
For a standard style, you can request a return within 14 days (see “Returns & Exchanges”). For a made-to-measure style, a return is not possible: hence the importance of carefully checking your measurements before ordering.
Delivery
What are the delivery times?
International delivery is generally completed within 5 to 8 business days for standard styles. Made-to-measure styles require additional crafting time before shipping.
Is delivery free?
Yes, delivery is free over €120. Below this amount, shipping costs are calculated automatically at checkout.
Do you ship internationally?
Yes, we ship to many countries. Availability and costs are displayed at checkout based on your address.
How can I track my order?
You receive a tracking link by e-mail as soon as your order ships. You can also use the “Track my order” page.
Returns & Exchanges
Can I return my order?
Yes. You have 14 days after delivery to request the return of a standard item, provided it is new, unworn, with its original tags and packaging.
Are made-to-measure items refundable?
No. Made-to-order or made-to-measure styles (SAFIYA, EDEN, MELISSA, SAKINA) are neither returnable nor refundable, even in standard sizes, except in case of proven defect.
How do I make a return?
Submit your request on our return portal, with your order number (format #1234) and the delivery postal code. Once approved, you receive your label and all instructions by e-mail. No return is accepted without a prior approved request.
Who pays for return shipping?
When we provide the return label, a flat contribution of €6.99 is simply deducted from your refund. From certain countries (Switzerland, Austria, United States, Canada, the African continent), the return is made by your own means with tracking; partial coverage is possible up to €20 with proof.
When will I be refunded?
Once your return is received and checked in our workshops, the refund is issued within 14 days, to the original payment method.
Customer service
How can you contact us?
You can write to us at any time at contact@costanera.fr.
How long until I get a reply?
We generally reply within 24 to 48 business hours.
Important information
Can I cancel my order?
Once crafting has started, cancellation is no longer possible.
Why can some delivery times vary?
Due to on-demand manufacturing and international logistics, some delivery times may be slightly adjusted. We always do our utmost to deliver as quickly as possible.