FAQ

If you need to make any changes to your order, including incorrect address details and/or item sizing, contact our Customer Care team as soon as possible. Unfortunately, we cannot guarantee any amendments to your order. If your order has already been processed, OVERTHESEA does not accept responsibility for incorrect details entered.

Exact availability of the items and sizes is visible on each Product Page and all the size variations in stock are labelled accordingly.

“Made-to-order” means that the item or a specific size requires 2-3 weeks to be produced and is not available in immediate stock.

Unfortunately, we do not currently offer item customisation. However, do not hesitate to contact our Customer Care team for any questions and we will assist you to our best ability.

To determine the best size please refer to our size chart available on each Product Page.

All items that are currently in stock will be dispatched within 2–3 business days (up to 14 calendar days for orders to the EU). Please allow up to 14 calendar days for items available on backorder to be dispatched (up to 21 calendar days for printed items).
For further details on the status of your order please contact our Customer Care team.

We do have 3 types of Gift Cards available. Check the selection here.
Gift Wrapping is available on request. You can simply leave us instuctions in the Comments field at checkout or contact us directly with all the details.

Please visit our EU Store to check the items available for fast shipping within the EU.

We accept online payments with Debit and Credit cards, PayPal and Klarna and guarantee safety of your private payment information.

Visit our Kyiv Studio to shop offline.
Kyiv, 01001, Ukraine
3 Liuteranska str, 2nd floor, office 47

We do not accept partial prepayment and payment on delivery. A full payment is required to confirm an order.

Please sign up to our newsletter through a pop up window or through a form in the footer of the main page. Shortly after signing up you will receive an email with a promocode for your first purchase.

We ship worldwide, except russia and belarus.
Please check an available shipping method for your destination here.

We ship all International Orders as well as Orders to Ukraine from Kyiv, Ukraine.
All EU Orders are shipped from Germany.
For more shipping details please refer to the Shipping page.

Your tracking details will be sent to your email once the order has been dispatched.

Extra charges for international orders, if any, are not included in the price at the checkout. Please check with your country’s customs office to determine these costs.
Extra charges, if any, for all orders to the EU are included in the price.

Delivery times vary across destinations and shipping methods. Please refer to our Shipping page for details.

If you received a damaged or wrong item, please accept our deepest apologies and we kindly ask you to contact our Customer Care team with a photo of the damage/wrong item and your order number within 24 hours of when the item was delivered. We will take care of it as quickly as possible.

Please note that we cannot reimburse orders on which the customs duties haven’t been cleared. Thus, we will be only able to process a refund after taxes have been paid on your end and the returned package is received back and checked at our warehouse.
Please note that shipping and handling charges, gift wrap fees, and taxes paid (e.g., state, customs, VAT) are not refundable.

The following situations may be the case for packages marked as “delivered”:

1. The postal carrier deliberately placed the package in a discreet location to prevent theft;
2. It’s possible that a neighbor or roommate accepted the package on your behalf;
3. The postal carrier may have marked the package as delivered a few days ahead of time.

If you are still unable to locate the package, please follow these steps:

1. Verify that the address you provided when placing the order is accurate;
2. Contact the carrier if any shipping issues arise, such as lost shipments or inquiries about tracking.

If after 2-3 business days you are still unable to locate the package please contact our Customer Care team for further assistance.

We apologize for any inconvenience caused. Please be aware that once an order has been delivered to the designated shipping address, we cannot take responsibility for lost or misplaced packages.
If you are experiencing difficulty locating your package or need to submit a lost package claim, kindly reach out to our Customer Care team. We will make every effort to assist you in finding your package.

Please refer to a label inside your item to determine the fabric and then check our Product Care page for detailed care instructions.

All of our products are handmade in Ukraine. We take great pride in the attention to detail and craftsmanship that goes into each item we produce. From start to finish, our dedicated team in Ukraine ensures that every product meets our high quality standards.

We accept returns and exchanges on all eligible items within 14 days after delivery.

5 STEPS TO MAKE A RETURN OR EXCHANGE

1. Make sure that:
– the item is unworn, unwashed, and undamaged;
– paper tags are in original condition;
– 30 days period after delivery has not expired;
– the item(s) is eligible for a return.

2. Contact our Customer Care team to get return shipping details;

3. Pack your order in the original OVERTHESEA packaging and send it back to us via any trackable and insured postal service of choice. The return shipping is paid by the client in all cases except for manufacturing defects, and any special promotions that grant Free Returns;

4. Let us know the tracking number of the shipment. It’s necessary to process your return order;

5. Please allow 2-3 weeks for us to process the refund (we have to receive your parcel first). We’ll send an email once the item(s) have been received and your refund has been processed. The refund transaction can take up to 7 working days.

The following items are not eligible for exchanges and returns:
– Swimwear;
– Accessories;
– Final Sale items;
– Customised items;
– Gift Cards;
– Garage Sale items.

Please note that shipping and handling charges, gift wrap fees, and taxes paid (e.g., state, customs, VAT) are not refundable.

Please allow 2-3 weeks for us to process the refund (we have to receive your parcel first). We’ll send an email once the item(s) have been received and your refund has been processed. The refund transaction can take up to 7 working days.

Please contact our Sales team for wholesale inquiries here.

Please contact our PR team for inquiries here.

Kyiv, 01001, Ukraine
3 Liuteranska str, 2nd floor, office 47