Frequently Asked Questions.
Shipping, returns, authenticity, QC, and payment details—all in one place. Questions? Reach out to the atelier directly.
Refund
Returns, refunds and what to do if something is not right.
Do you accept returns?+
Yes. We accept return requests within 30 days of delivery. The item must be unused and in its original packaging. Contact us first; return shipping is the buyer's responsibility unless the issue is ours.
What is the refund process?+
Email [email protected] with your order number, a description of the issue, and photos or a short video. We will confirm the return address and the next steps.
How long does a refund take?+
Once your return is approved, send the item to the address we provide. After we receive and inspect it, refunds are processed within 7 business days.
Shipping
Couriers, delivery times, tracking and destinations.
What delivery options do you offer?+
We work with FedEx, UPS and DHL. We normally use your selected courier; if customs clearance is unreliable, we may switch to a more reliable service to protect the delivery.
How long does delivery take?+
After you approve the QC video, most orders arrive within 10–21 business days. Weather, holidays and customs can add delays.
Will I receive tracking notifications?+
Yes. We send a tracking link when your order ships. You can also check the order and logistics status from your account on our website.
Where do you ship to?+
We ship worldwide. If your country has import restrictions, contact the atelier before ordering so we can confirm the best route.
General
Authenticity, QC, materials and packaging.
Are your bags authentic?+
No. Cezira bags and shoes are atelier-made 1:1 pieces, not authentic boutique products, and we are not affiliated with the brands. We focus on matching the materials, construction and hardware, and we are transparent about what you are buying.
Do you provide QC pictures?+
Yes. Every order includes a pre-shipment 4K video of your exact item. You can review it on WhatsApp and approve before dispatch. We do not ship without your approval.
How do you package orders?+
Every order is protected and double-boxed for discreet delivery. Bags include a dust bag where specified; shoes include their box. Packaging is designed to protect the item in transit.
Payment
Methods, security and order confirmation.
What payment methods do you accept?+
We accept PayPal and major credit or debit cards, including Visa, Mastercard and American Express. For bank transfer or another method, contact the atelier before ordering.
How do you ensure payment security?+
Checkout uses SSL encryption and a secure payment processor. We do not store your full card details on our site.
What should I do if I have a payment issue?+
Contact us on WhatsApp or email [email protected] with your order number and a screenshot of the error. Our team will help you resolve it promptly.
How do I know my payment was received?+
You will receive an order confirmation email once payment is received. You can also log into your account to check payment and order status at any time.