FAQ
What forms of payment do you accept?
We accept all major credit cards, as well as the option to check out via PayPal
Do you sell in any physical stores?
At the moment we are selling exclusively through our website. However, that might change in the future, so keep an eye on our newsletters for any new stockists.
How long does it take for a custom order to be made?
The time varies between 2 to 4 weeks, depending on the availability of the necessary materials. We try not to overproduce or overbuy supplies, to keep our stock to a minimum and avoid unnecessary waste. Therefore, we need to allow some time for all the raw materials to reach us before we can start working on your order!
Do you ship internationally?
Yes, we do! Please note you might have to pay for custom duties on international orders, depending on the country you are from. All EU orders are now subject to customs fees.
What does pre-order mean?
Pre-order means that we will accept orders through a certain period of time before starting our manufacturing process. That means that after you place your order, it will only be shipped on the date specified on the product page. That might take a little longer than regular retail experiences, but…that also allows us to make sure we produce enough pieces of all the required sizes, it makes custom orders possible and it also helps us reduce unnecessary stock and waste - being more friendly to our planet :)
Do you accept returns?
Yes, we do! With the exception of custom-made orders, sale items and gift cards. You can request a refund within 14 days of receiving your order, and you will have further 14 days to send it back to us, and you will need to follow the guidelines on our Returns Policy to be eligible. For more information, check our returns policy page here.
What makes your products "eco-friendly"?
We use upcycled and deadstock fabrics that are resourced from the garment and interior design industries. Our yarns come from knitting mill excesses. Less textile waste - Better for our planet!
What does upcycled mean?
If a garment or accessory is made from "upcycled fabric", it means that it is made from a unused material. For instance, the end of a bolt of fabric is often discarded by large textile mills. We use these silks, brocades and cottons for our collections!
How does my purchase help domestic violence survivors?
Sue Rock Originals is the funding engine for the non-profit Sue Rock Originals Everyone, Inc. SROE, Inc. holds classes for survivors of domestic violence in the textile arts to help them create the apparel and home furnishings they need in their new life. Classes are held for domestic violence survivors throughout the NY area. 50% of the profits of every purchase goes to sustaining these classes!
Do you have press representation in America?
Currently all our press management is done in-house. For all press enquiries, please email contact@karolinevitto.com