FAQ

SHIPPING & DELIVERY

• What type of shipping methods are available?

We offer Free DHL Express delivery on all orders made on www.furbysd.com worldwide. We ship your order via reliable and the fastest DHL Express Shipping courier company in the whole world.

• How long does it take for my order to be shipped?

Most of our garments are shipped the next business day after you place your order on our website via your credit card/Apple Pay/Google Pay/ SplitIt, except weekends. We ship Monday to Friday.

Please, take in mind that if you placed your order via a bank transfer, the shipment will be sent to You only after we receive your payment. The time for us to receive a bank transfer depends on your country and your bank. Bank transfers in EU usually arrive in 1-3 working days meanwhile from other countries it may take up to 1 week.

Although keep in mind that some styles like made-to-order and pre-order items can take up to one month to make it. Once your order has been shipped, we estimate you’ll receive your order within 1-7 business days of its shipping date, depending on the country you live.

Shipping times may vary due to various circumstances, but rest assured we work our hardest to get your order as quickly as possible.

• How long does it takes for my order to be delivered?

Usually the order is prepared to be shipped in 1-3 working days. Times of delivery depends on the country (distance) the order is accepted from. Usually it takes from 2 to 5 working days in Europe, and 3-7 working days in the rest of the world. It is worldwide door-to-door service, with insurance for your shipment as well as your personal signature is asked in order to receive the shipment.

• How do I track my order?

Online tracking available on www.dhl.com with a tracking number provided to your email after your order is shipped.

DAMAGED OR LOST SHIPMENTS

Contact us instantly if the package arrives to you damaged, please,  make a few pictures of it and send us an email info@furbysd.com or contact us via WhatsApp/Viber +37067139385.

After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

If your package has been lost in transit, please contact us right away at info@furbysd.com.

RETURNS & EXCHANGES

• Can I return my purchase?

We want to make sure you love our handmade garments as much as we do. If you’d like a different size, color or maybe even style, we’re here to help! Contact us privately and we will see what we can do.

For more information, see our returns and refunds policy:

https://furbysd.com/returns-refunds/

• Can I exchange my purchase?

No. We make one-of-a-kind garments which cannot be replaced with any other instantly. If you encounter any problem, please, contact us via our email info@furbysd.com first.

• Do I have to pay for a return?

Yes.  All return shipment costs remain the customer’s duty.

TAXES & CUSTOMS & FEES

Please note that depending on your country you might be liable to pay local import charges (customs duty, sales tax and etc.). Unfortunately, we have no control over these charges as well as we cannot predict what they may be.

FurbySD is not responsible for covering the customs duty and customs clearance fee outside the EU.

For the EU customers there will be no additional charges.

For other countries, outside the EU, the amount of applicable duty, tariffs and taxes will vary based on the product ordered, price and the specific rates set by the local government of your country.

All taxes, like VAT, are included in the price of an item.

PLEASE NOTE:

The refusal of payment of such fees causes a full cancellation of the order. Transportation cost and custom clearance cost associated with a cancellation fee will be deducted the amount refunded to you.

If you have any questions related to the customs fees and other possible fees, please contact us, we will try to help to provide all the information available in order to avoid any problems.

PRICES

ORDERS

• I ordered the wrong item. Can I change it?

If your order hasn’t yet been shipped, you can easily change it by contacting our customer care at WhatsApp/ Viber +37067139385 or info@furbysd.com

• I entered the wrong shipping or billing information. What should I do?

If you’ve entered the wrong shipping or billing address, be sure to contact our customer care ASAP at WhatsApp/ Viber +37067139385 or info@furbysd.com

PRE-ORDERS

• When will my pre-order ship?

We try our best to ship your items as soon as we can. Pre-Orders are garments which take some time to make. The garment’s making time is mentioned on the product page, usually it takes from 2 to 6 weeks to make depending on the garment itself.

• When will I be charged?

When you place a Pre-Order you will be charged in full straight away. This is so we can immediately start making a garment for you.

• What happens if I order in-stock and Pre-Order items together?

If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmations when each item is dispatched. We do what we can in order the shipment reaches you ASAP.

• What happens if I order multiple Pre-Order items?

If you order more than one pre-order item, and they have different shipping dates, they may be sent together if estimated shipping dates are close in time, if not, we will ship your items separately so you can dress up as soon as possible.

• Is there a return policy for Pre-Orders?

While Pre-Orders are also made to the spicific measurements and only for the customer ordering it – they cannot be returned, it can only be adjusted to guarantee client‘s entire satisfaction (at the client’s expenses).

Before making a Pre-Order, you may always contact us to discuss all the details and receive our advice while choosing the size. Measurements of the odered size are agreed with a customer and they are treated from both sides as accurate instantly after the payment. Because this is a Pre-Order, the customer must understand and agree that the garment made pursuant to his/her chosen size may not be exchanged or returned as it is made only for him/her. These type of orders must be paid in full before receiving it.

If you need any help or advice with you Pre-Order, please, contact our customer care at WhatsApp/ Viber +37067139385 or info@furbysd.com

MADE-TO-MEASURE / MADE-TO-ORDER SERVICES 

• What is this service?

MADE-TO-ORDER means that a garment is made according to the client‘s personal wishes, size, color, measurements, type of lining and etc.  All of our fur coats are handcrafted by our experienced tailors. FurbySD is undividedly committed to its clients when they decide to get a unique creation made exclusively just for them. Creating a fur coat is an experience that demands designer’s taste, personality and elegance.

• How to proceed?

In order to get a tailor-made chinchilla fur coat or any other type of clothing, accessor, our client can start with the selection of the model from our campaigns/pictures of the garments as well as simply by telling us what he/she wants, then by choosing the type of fur, colors, lining and other details.

Contact us by WhatsApp/ Viber +37067139385 or info@furbysd.com and we will simply go step by step to reach the final destination.

• What are the steps?

Based on the information provided by the customer (size, measurements, picture of his/her silhouette), specification of every single detail the customer would like to add, with our advice, the customer takes the final decision of the model which will be created by our team. Our specialist will carefully evaluate the request and contact the client with the details and estimated most optimal price.

The work starts after the customer gets our official contract, reads all the conditions, revise own measurements once again,  and completes the form by signing it and sending a copy to our email info@furbysd.com We also prefer to have a picture in full height of our client. Or we simply go step by step with all the details needed on WhatsApp/Viber or by a call – whatever is convenient for our client.

• What is the price of the Made-To-Measure garment?

The price is absolutely individual. It depends on the size, length, chinchilla fur type, silk, complexity of a model chosen, initials and etc. Even the season of the year may impact some prices.

• Do I have to pay the full amount at once?

No. We request for the advance payment first which is 20% – 40% of the final sum of a garment ordered depending on the order size itself. After the garment is made, it is carefully inspected by our team. We make and send pictures to the customer for his/her final evaluation.  After the customer confirms that everything is as ordered, the final payment is made.

The advance payment amount will not be refunded if a customer changes his mind.

• Is there a return policy for Made-To-Order garments?

Made-to-order garment is made to client’s specifications as it is mentioned above. As this kind of orders are made to our customer specific measurements and other wishes are fulfilled only for them, they cannot be returned, it can only be adjusted to guarantee client‘s entire satisfaction. Measurements of the customer are always reviewed, agreed with a customer himself/herself and they are treated from both sides as accurate and signed in the contract provided before the advance payment. Because this is a special order, the customer must understand and agree that the garment made pursuant to his/her measurements and specifications may not be exchanged or returned. The special order must be paid in full before receiving it, otherwise the advance payment will not be returned. Contact us by WhatsApp/ Viber +37067139385 or info@furbysd.com in order to get more information.

• When will my Made-To-Order garment ship?

We try our best to ship your items as soon as we can, but, please, take in mind that we dedicate the quality of the garment in the first place. These garments are handmade and take some time to make. The garment’s making time is always mentioned to the client before the order is made. It depends on our busyness, orders’ complexity, wanted fabrics availability and etc.

FUR TRIMMED KNITWEAR CARE GUIDE

• How should I clean my knitwear trimmed with fur?

We recommend you professional fur cleaning services for all of our knitwear with fur.

All types of wool in general is a self-sufficient material that doesn’t require a lot of cleaning. It loves fresh air.

If you’re not able to use a pro fur cleaner for your wool knit you need to have a fabric shaver which will let you take better care of your clothes and make them last longer – use it only for wool fabric, not for fur because it will destroy it by cutting it. Be very careful around the fur! While for wool, you may use a fabric shaver, for fur you cannot.

Fur loves shaking, fresh air, space and does not like touching. It might also be carefully cleaned at home with special chinchilla dust which absorbs all unwanted oil caused by touching it with our skin:

– Simply, put the dust on the oily space, leave it for some time, then shake it off,

-Put it on the fur once again, gently stroke it a few times with your hands and again shake it off.

-All unwanted dust left on the fabric may be collected with a soft lint brush, not the sticky ones!

Your garment is clean and nice again! Just be very gentle with it!

• How should I store my knitwear trimmed with fur?

We recommend you to store all of your knits folded in a shelf and if the fur might be removed away from it, do it please, and hang it seperately, no touching by any other clothing is very welcome so it will stay nice and fluffy all years long. Where possible, try not to hang your knitwear up. This can alter the original shape of it, especially the shoulder line.

• Should my wool knitwear pill?

If you’ve purchased one of our wool knitwear, you might notice pilling when wearing the knit after some time. Don’t worry, this is absolutely normal: wool is a natural fiber and ages like fine wine (it pills less and less with time). We don’t use synthetic blends of other materials in our yarn, so any pilling that you might see is a natural process for any wool knitwear. You can gently remove it with your hands or by using a fabric shaver mentioned before.

• What if I have noticed of some pilling process on my clothing?

Pilling is a natural life cycle of most knitwear made from natural yarn. But don’t worry, your knitwear will pill less and less as time goes on. However, if you want to remove access pilling from your knit or any other garments, try using a fabric shaver. We recommend Pilo Fabric Shaver. But any other similar shaver on the market can also ensure that your garments stay looking fresh and good as new! Not sure how they work? Fabric shavers have small razors that remove any excess pilling and give garments a new life.

SPLITIT

• What is Splitit?

Splitit is a payment method solution enabling you to pay for purchases with an existing credit card by splitting the cost into interest and fee-free monthly payments, without additional registrations or applications.

• How does it work?

Credit Card*: At the time of purchase, once we confirm the shipment, you will only be charged for the first payment. The remaining balance will be held on the credit card until the final payment is made. After each monthly payment, the amount held from the available balance will be reduced to the new remaining balance.
*Note that the held amount might show as ‘pending transaction’ on your credit card statement.

Debit Card*: At the time of purchase, once the we confirm the shipment, the shopper will only be charged for the first payment. The remaining balance will be held on the credit card until the final payment is made. After each monthly payment, the amount held from the available balance will be reduced to the new remaining balance. When using a debit card, the entire amount will be held on the card as a temporary hold, and released within 5 business days. Debit cards may be limited by number of permitted installments or purchase total.
*Some merchants will only accept credit cards and not debit cards.

• Which cards are supported by Splitit?

Splitit is supported by Visa and Mastercard credit cards.

• Is Spliit available in all countries around the globe?

Splitit is available worldwide as long as you pay with your Visa or Mastercard.

• What is the cost of my monthly installments?

This depends on the amount of your purchase. The amount of your purchase is divided into 3 equal monthly payments, interest free.

• Where can I find the information about my installment plan?

When you sign up for a payment plan with Splitit, you will need to provide an email address to receive regular communication from Splitit. You will receive secure login information to review your account, including installment transaction activity and other Splitit payment plan data.

• What is the authorization process?

As well as the first installment payment, you need to have at least the whole value of your purchase available on your credit card as an authorization (hold) is kept on this for the duration of your instalment plan in order to guarantee future payments to the merchant or retailer.

• What if I don’t have enough money on my credit card to cover the whole amount of my purchase? Is it available for me to use Splitit?

Unfortunately, there is no availability to use these services. You need to have at least the whole value of your purchase available on your card as an authorization (hold) is kept on the total amount outstanding in order to guarantee future payments. The authorization amount reduces with each monthly payment you make until the balance is cleared and are renewed periodically. The previous authorization is removed as soon as a new one is obtained.

• Is there any availability to pay the whole amount earlier?

Splitit never charges any interest or fees and you can pay your plan off early through the Splitit consumer portal here without incurring any fees.

Interest, fees and/or charges may apply  only from your card issuer so please check it in advance with your bank.

• What date will my payments be processed?

Installment payments are taken monthly on the same date as you make your first payment. You can check your payment due date in the Splitit consumer portal here.

• Why can’t I use my debit card to take out Splitit installment plan?

Splitit helps consumers use their existing credit line to turn purchases into smaller, monthly payments. As debit cards aren’t credit we are unable to accept them.

• What happens if I want to cancel or return my order?

As soon as we accept your cancellation or return, Splitit will cancel any future scheduled payments as well as refund any amounts due.

• If I asked for a refund, what happens next? How will I be refunded?

Refunds shall be issued back to the Visa or Mastercard which was originally entered at checkout.

• Where can I find the terms and conditions of Splitit?

You can find them here.