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FREQUENTLY ASKED QUESTIONS
SVNTY CUSTOMER SERVICE
Find answers to the most frequently asked questions about SVNTY products, orders, shipping, and clothing care. If you can't find the answer to your question, please don't hesitate to contact us.
Orders
The ordering process is easy and intuitive:
- Browse our collections and select the products you want
- Add them to your cart by selecting size and quantity
- Go to your cart and review the selected products
- Click the "Checkout" button
- Fill in your shipping and billing information
- Choose a payment method and complete the order
After submitting your order, you will receive a confirmation email with order details.
SVNTY offers several convenient payment methods:
- Credit/debit card - we support all major cards (Visa, Mastercard, American Express)
- PayPal - fast and secure payment through your PayPal account
- Bank transfer - payment through bank transfer (you'll receive instructions after ordering)
- Cash on delivery - payment upon delivery (Bulgaria only)
All payments are protected and encrypted for your security.
Yes, you can change or cancel your order, but only if it's done before the order is shipped.
To change or cancel an order:
- Contact our customer service team as soon as possible
- Provide your order number and the details you want to change
- Our team will confirm whether the change or cancellation is possible
Please note that once an order has been shipped, we cannot change or cancel it, but you can use our return policy after receiving it.
Shipping
Shipping time depends on your location and chosen shipping method:
| Destination | Standard Shipping | Express Shipping |
|---|---|---|
| Bulgaria | 1-3 business days | Next business day |
| EU | 3-5 business days | 1-2 business days |
| Rest of the world | 7-14 business days | 3-5 business days |
* Please note that the times listed are approximate and may vary depending on factors such as seasonal demand, holidays, and force majeure circumstances.
Shipping fees vary depending on destination and chosen shipping method:
- Bulgaria: Standard shipping - $3.99, Express shipping - $5.99
- EU: Standard shipping - €9.99, Express shipping - €14.99
- Rest of the world: Standard shipping - €19.99, Express shipping - €29.99
We offer free standard shipping for orders over $80 for Bulgaria and €100 for international orders.
You can track your order in several ways:
- 1
Via email confirmation
After your order is shipped, you'll receive an email with a tracking number and a link to the carrier's tracking system.
- 2
In your account
If you have registered on our website, you can log into your account and check the "My Orders" section, where you'll find the current status and tracking information.
- 3
Contact us
If you don't have a tracking number or have other questions about your order status, you can contact our customer service team with your order number.
Products
Finding the right size is key for the comfort and look of our clothes. Here's how to choose the most suitable size:
1. Use our size chart
Each product has a specific size chart that you can find on the product page. This chart includes exact measurements for chest, waist, hips, and length.
2. Measure yourself correctly
For the most accurate results, measure your body with a measuring tape and compare with the values in the chart:
- Chest: measure the widest part
- Waist: measure the narrowest part of your torso
- Hips: measure the widest part of your hips
- Height: measure from the top of your head to your heels while standing
3. Pay attention to the fit
Our clothes have different fits - standard, slim fit, and oversized. This is indicated in the description of each product and should be considered when choosing a size.
If you're between two sizes, we recommend choosing the larger size for a looser fit or the smaller size for a more fitted look.
SVNTY uses only high-quality materials, focusing on sustainability, comfort, and durability.
Organic Cotton
Most of our t-shirts, sweatshirts, and bottoms are made from 100% GOTS-certified organic cotton, grown without harmful chemicals and pesticides.
Recycled Polyester
For some technical garments, we use recycled polyester made from plastic bottles, which reduces environmental impact.
Modal and Tencel
For more luxurious and soft clothing, we use sustainable semi-natural materials like modal and Tencel, produced from wood cellulose from sustainably managed forests.
Blended Materials
Some of our products use blended materials to achieve specific properties - for example, cotton with elastane for better fit and comfort.
Detailed information about the materials of each specific product can be found in its description on the product page.
Proper care for your SVNTY clothes will extend their life and maintain their quality and appearance. Here are our general recommendations:
Basic washing instructions
- Wash at low temperatures (30°C) to preserve colors and fabrics
- Avoid using bleach or chemicals
- Wash clothes inside out to protect prints and decorations
- Use mild detergents without harsh chemicals
Drying and storage
- Air dry naturally on a hanger or horizontally (especially for knitted items)
- Avoid direct sunlight when drying to prevent fading
- Store clothes in a dry place away from direct sunlight
- Use garment covers for more delicate items during storage
* Always follow the specific washing instructions on the label of each garment, as some items may have special requirements.
Returns
SVNTY strives to ensure maximum customer satisfaction and therefore offers the following return policy:
Return period
We accept returns within 14 days from the date of receiving the order.
Product condition
Products must be unworn, with all original tags and in the original packaging.
Refund options
We offer full refund to the original payment method or store credit for future purchases.
Free returns
We offer free returns for orders in Bulgaria. For international orders, return shipping costs are covered by the customer.
Exceptions: Some products are not returnable due to hygiene reasons or if they are customized/made to order. This is clearly indicated on the product pages.
The return process is simplified and includes the following steps:
1
Request a return
Log into your account and go to the "My Orders" section, select the specific order and click on "Return Request". You can also contact our customer service department.
2
Receive return label
After your request is approved, you'll receive a return label by email that you need to print and attach to the package.
3
Package the product
Pack the product in the original packaging if possible, along with all tags and accessories that were included in the order.
4
Send the package
Take the package to the nearest courier office or request pickup from your address. For orders in Bulgaria, we offer free pickup from your address.
5
Processing and refund
After receiving and checking the returned product, we will process your refund within 5-10 business days. You will receive an email confirmation of the processing.
Yes, we offer a service to exchange products for a different size or color, if the desired variant is available.
Exchange process
To request an exchange, follow the same steps as for returns, but select the "Exchange" option instead of "Return" and specify the desired size/color.
Availability
Exchange is only possible if the desired product is in stock. If the product is not available, we will offer you a refund or a voucher for a future purchase.
Price difference
If there is a price difference between the returned and exchanged product, it will be refunded or charged accordingly.
For faster processing, we recommend placing a new order for the desired product and returning the original one for a refund.