🥺Why is my country not available for shipping?
This is only temporary and I'm so very sorry I can't offer worldwide shipping just yet! It really isn't up to me 🥺😭 Due to country regulations I can only ship to EU countries right now, however I'm already in the process of changing this and I'm trying to have it ready asap! For any updates you can sign up to my newsletter at the bottom of this page, or check out my IG for any news: @sonialazo 💖
💌 Can you do custom orders?
Sometimes! But only with already existing designs and certain products. For example if you like the specific print on a t-shirt but you'd like to have it on a skirt or shorts, I can definitely do that ☺️ or if you like the print on a t-shirt but would like the fabric to be a different color, then I could also do that. There might be an extra custom fee depending on the complexity of what you want though, but it's minimal.
I can't do custom modifications to the type/style of clothing or sizing/measurements/material though!
You can email me at solazodraws@gmail.com with your request and I’ll let you know if it’s possible💖
🪡Are your products handmade?
They’re all my original ideas and designs! However I do work with different production partners and manufacturers to bring these ideas to life 🥰 I’ll be honest i am NOT good at sewing, I’ve tried though 🥹 most items are made to order and sent directly from them to your home ✨ then some special products I do ship myself from Germany for EU orders, or from my US Warehouse for US and the rest of the world. You can find all the specifics in each product description.
🎨 Are all items made to order?
Most pieces are made just for you when you order. This helps reduce waste and keep my business sustainable ✨ there are a few items that are a bit more special and ready-made, for example the plush bags or socks, which can only be produced with minimum quantities. In these cases I keep some stock with me in Germany for EU orders, and the rest is stored in a US warehouse for US and rest of the world orders 💖
📏Why are there different size ranges?
Depending on the clothing type, some items go from 2XS to 4, 5 or 6XL, this is because of what I mentioned in the previous question, the sizing is basically up to my production partner and I don’t have much control over that 🥺 however they’ve been expanding this slowly so I do hope that at some point everything will be available in all the larger sizes! In the meantime you can browse and use the size filter to find the best options for you right away! 💖
📦 Why is my order split into more than one package?
Because I work with different production partners/manufacturers depending on the product ✨ and most items are made to order, so it's more efficient and better for the enviroment to have the items sent directly to you after they're finished! and I also would not be able to store everything at my place anyways tbh🥹 almost everything is made and shipped either from the US or EU, there are only a few products that are made and shipped straight from China (like the knit sweaters, vests or cardigans).You can check where an item is made in the product descriptions!☺️
And if your order is split in different packages then you'll definitely get the separate tracking links once they're on the way 💖
😤 Why does my order show two different shipping costs at checkout?
Because some items are shipped by me, and others by my production partner, it's possible that there'll be two different shipping fees, if you have several types of items in your cart.
If you only want to have one shipping cost, then I would recomment sticking to one of these categories, either get products that are only Made To Order, or just products from the Ready To Ship section, which are the ones I send myself from Germany ☺️💖
🚚 Where does my order ship from?
Depending on your location,most orders will ship from either US/Mexico for US orders, and Latvia, Spain, or Germany for EU countries. For the rest of the countries they would ship from US or closest location. You can find this information in the description of each product, there it says where it's made and shipped from ☺️ there's only a couple of products that are specifically made to order and sent directly from China, like the knit sweaters, vests, and cardigans, so those can take a bit longer to be made due to the technique (but trust me it's worth the wait🥹).
So always check the product description so you can have a clear idea of how your order will be sent🥰🌈
🧾 Will there be any extra Customs fees for my order?
For US and EU countries there are no extra Customs/Import fees, since the orders would be sent from within the same area, and even for the few items that are made and sent exclusively from China (knit sweaters, cardigans, and vests), they are also DDP by my shop, which means these fees are already payed beforehand to avoid any extra charge to you.
For EU countries, the tax at checkout is specifically for VAT, which is legally required and can't be avoided 🥹 other shops might include this price already in their products, but for my shop it calculates it at checkout since different countries have different rates and it will calculate it according to your location.
For rest of the world countries though, I can't assure there won't be any extra fees, since each country has their own requirements and laws, so I'd recommend looking into those first 💫
⏳ How long will it take for my item to be made?
Each item has its own production time, you can also find this information in the descriptions, but generally it takes 2–7 business days for most items to be made and shipped ☺️ for more special items like the knit sweaters, cardigans, and vests, it does take a bit longer due to the technique, those can take up to 2 weeks to be made! And then there's also the ready-made items, which would ship right away, usually in 2-4 business days 💖 Sometimes in high seasons, like December holidays for example, it can take a bit longer due to high order volume and carriers being over saturated, so definitely keep that in mind if you want your package to arrive before a specific date!
🌍 How long does the shipping take?
Once shipped, delivery usually takes:
US & EU: 3–10 business days
UK, Canada, Australia: 7–20 business days
Rest of the world: 10–30 business days
Delivery times may vary depending on postal service and season. However if your order is taking longer than this, please contact me so I can look into it!
😣 My order hasn’t arrived
Please double-check your tracking number and local post office first, sometimes items wait for pickup. If it’s been longer than the estimated time shown in the previous question above, then reach out to me at solazodraws@gmail.comand I’ll help you investigate💖
📬 My order is marked as delivered, but I didn’t get it
If the package has been marked as delivered by the carrier, check the address on your order and confirm that you entered the correct one. Once your item ships, it is in the hands of the carrier (usually DHL/USPS for USA orders, and DHL for EU), however once the package enters the destination country it goes to the hands of the local carrier/national post office (for example if the order enters France, then the designated carrier is La Poste, or if it enters Mexico, then it's handled by Correos de Mexico and so on).It may have been delivered to a neighbor, stolen, or still sitting in the back of a delivery truck. Please get in touch with your post office or speak to your mail person. Sadly if the carrier confirms the delivery and the package has been stolen, this is not something I can cover or take responsibility for :((
😵 I submitted the wrong address
Please contact solazodraws@gmail.com as soon as possible. The order fulfillment can be incredibly fast depending on the item so I'm not able to guarantee that I will be able to correct it though ☹️ If an item ships before your address is corrected you will need to wait for us to receive the item back so it can be sent again.
🔁 Can I exchange/return an item?
Most items are made to order, which means I don't have available stock to make exchanges, so please be sure to check the size guides and descriptions before purchasing since this is not possible for delivered items that are in perfect condition! Of course if there is something wrong with your order or an item is damaged or a different size than expected, then you can let me know and in those cases I can definitely offer these options 💖
To be eligible for an exchange or a return, your item must be in the same condition that you received it, unworn or unused, and with tags. I will require photos of the item (one photo of the full item, and one or more showing the defect so I can also keep track of these kind of mistakes as well). You’ll also need the receipt or proof of purchase.
Unfortunately, I cannot accept returns on sale items or gift cards.
All items purchased at a discounted price during a sale are final.
You can always contact me for any return question here.
❌ Can I cancel my order?
If you place an order and want to cancel for any reason, you can do it and get a full refund as long as the cancellation is made within 24 hours after purchase. This is because some made to order items can start being fulfilled right away by my production partner.
In case you want to cancel past the 24 hours limit, if your item is already being made, you can get a partial refund as long as the item hasn't shipped yet, the production/material costs will still be charged, since my production partner gets payed instantly when an order enters the system so that money is not in my hands anymore :(
If you want to cancel after an item has shipped, then you'll need to wait until it arrives, return it, and wait until it's delivered to us to get a full refund!