Delivery & Returns
Delivery
All orders are shipped via DHL Express.
Delivery typically takes up to 7 business days from the date of dispatch.
Tracking and delivery dates are estimates only and are based on assuming regular business operations.
Shipping Rates
| Bulgaria | Free |
| European Union | €10 |
| Europe (non-EU) | €15 |
| Australia | €35 |
| Canada | €25 |
| USA | €30 |
| Rest of the world | €40 |
Please note that we are not liable for any delays caused by DHL or customs processes. In the rare event of a delay, our team will work closely with both you and DHL to resolve the issue as quickly as possible. We are not responsible for lost or stolen parcels.
Note that we do not ship to PO boxes. Please provide a valid street address for delivery.
Order Processing
After placing your order, you will receive a confirmation email to verify your purchase. If you haven’t received a confirmation or have any questions about your order, feel free to contact us at team@room22.eu and we’ll gladly assist you!
Packaging
All orders are carefully packed in a handcrafted satin bag, provided as complimentary gift packaging. They are perfect for gifting or for storing your items safely.
Shipping
All orders are shipped from Bulgaria between Monday to Friday.
Please ensure someone is available at the delivery address to provide a signature upon receipt. If no authorized person is available to sign, the courier will notify you, and the package will be taken to the nearest collection center for you to pick up.
Kindly note that the shipping address cannot be modified once your order has been dispatched.
Tracking
Once your order has been dispatched, we will send you a shipping confirmation to your email with a tracking link. Please allow up to 24 hours for the tracking information to update.
Taxes & Duties
Prices listed on our website do not include customs duties, or other import fees if you are ordering outside of the EU.
Customers are responsible for any additional charges required for customs clearance or local taxes upon delivery. For detailed information regarding customs duties, please contact your local customs office.
You can pay taxes and duties directly on the DHL website by selecting “Pay now” on your order’s tracking page. Alternatively, payments can be made to the courier upon delivery or at the DHL office if you choose to pick up your parcel in person.
Please note, that Room 22 reserves the right to deduct any return shipping costs from the total refund amount for orders that are refused at customs due to unpaid duties and taxes.
Returns & Exchanges
We truly appreciate your understanding and support of our made-to-measure approach. It allows us to create refined, high-quality pieces that reflect your personal vision, crafted with care by our experienced team using natural silk and premium materials. Thank you for choosing Room 22 Atelier to be part of your special moments.
Cancelation
You can change or cancel your order within 24 hours. Once production begins, changes or cancellations aren’t possible.
Refund, Returns & Exchange
Kindly note that all items are made to order and tailored to your measurements or design choices, and therefore we are unable to accept returns or exchanges.
Defective & Damaged Items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
If a garment is found to be defective due to a manufacturing fault, we will arrange for its return at no cost to the buyer, provided the following conditions are met:
- The buyer must report the defect within 14 days of receiving the item.
- Photographic evidence and a detailed description of the defect must be provided.
- The following are natural properties of certain materials and are not considered defects, for example, silk and satin may develop stains or watermarks when exposed to moisture, which is typical for these fabrics.
Sizing Issues
We strongly recommend providing accurate and up-to-date body measurements when placing your order, as each garment is custom made to your specifications.
Some garments are tailored and do not have stretch, so the size should be chosen based on full body measurements (bust, waist, hips, high hips).
A 1–2 cm difference in the measurements of the finished garment is within standard tolerance and does not affect fit or quality.
Please note that the buyer is fully responsible for submitting correct measurements. We are unable to accept returns or exchanges due to inaccurate or estimated measurements.
Accepted Returns
Returns are accepted only in exceptional cases and at our sole discretion.
If a return is approved, the customer is responsible for all shipping and any applicable customs or tax fees. Items sent back without prior approval will not be accepted.
Once we receive the item in acceptable condition and approve the return, you will be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at team@room22.eu.