FAQ

Frequently Asked Questions

Are Zooel pieces handmade?
Yes. Every Zooel Collection piece is individually handmade with care and attention to detail. We do not mass-produce our garments.

Are the pieces made to order?
Yes. Each garment is produced after your order has been confirmed. Production begins after payment has been completed.

What sizes are available?
Our standard sizes range from XXS to XXL. Please check our Size Guide and compare your bust, waist and hip measurements before selecting your size.

Can you make a piece according to my measurements?
Yes. If your measurements do not correspond to one standard size, we can make your piece according to your individual measurements.

How do I send my custom measurements?
After payment has been completed, please send us your bust, waist, hips and height via Instagram at @zooelcollection or by email at zooelcollection@gmail.com.

What measurements do you need?
For most designs we require your bust, waist, hips and height. Depending on the design, we may contact you if any additional measurements are required.

What if my measurements fall between two sizes?
If your measurements do not correspond to one size in our Size Guide, we recommend choosing the custom-measurement option and sending us your exact measurements after payment.

When does production start?
Production begins once your order and payment have been confirmed and, where applicable, we have received all necessary measurements.

How long does production take?
Production time may vary depending on the design, customization and current order volume. As every piece is handmade, please allow time for your garment to be individually cut, sewn and finished. If you need your order for a specific date, please contact us before ordering.

How long does shipping to North Macedonia take?
Once your garment has been completed and dispatched, delivery within North Macedonia usually takes up to 3 business days.

How long does shipping to Serbia take?
Once your garment has been completed and dispatched, delivery to Serbia usually takes approximately 3–5 business days.

Does the shipping time include production time?
No. Shipping time begins only after your garment has been completed and dispatched. Production time and delivery time are separate.

Do you ship internationally?
For deliveries outside North Macedonia and Serbia, please contact us via Instagram or email before ordering so we can confirm shipping availability, estimated delivery time and shipping cost.

Can delivery be delayed?
Delivery times are estimates. Courier delays, customs procedures, public holidays, weather conditions or other circumstances outside our control may occasionally affect delivery times.

How do I know when my order has been shipped?
Once your order is ready and dispatched, you will receive the available shipping or delivery information for your order.

Can I order without creating an account?
Yes. You can place your order without creating an account if guest checkout is available.

How do I pay?
Available payment options will be shown during the ordering process. Your order is considered confirmed once the required payment has been successfully completed.

Can I change my order after payment?
Please contact us immediately if you need to request a change. Because production may begin shortly after payment, changes cannot be guaranteed once the garment has entered production.

Can I change the size after ordering?
Please contact us as soon as possible. Once your garment has been cut or production has started, we may no longer be able to change the selected size.

Can I request another color?
Selected designs may be available in additional colors. Please contact us before ordering if you would like a color that is not displayed on the website.

Will my handmade piece look exactly identical to the photo?
Every garment is handmade individually. Slight variations in draping, stitching, lace, embellishment placement, texture or finishing may naturally occur and are part of the unique handmade character of each piece.

Can I return or exchange my order?
Our garments are handmade and made to order. Custom-made, made-to-measure, altered or personalized pieces are final sale and are not eligible for return, exchange or refund, except where required by applicable law or where an item is materially faulty or incorrect. Please review our Returns & Exchanges Policy before ordering.

What if I provide incorrect measurements?
Customers are responsible for providing complete and accurate measurements. We cannot be responsible for fit issues resulting from incorrect or incomplete measurements provided by the customer.

What if my item arrives damaged or incorrect?
Please contact us as soon as possible at zooelcollection@gmail.com and send your order details together with clear photographs of the issue. We will review the case and provide an appropriate solution.

How should I care for my Zooel piece?
Because many of our garments include delicate fabrics, draping, lace or embellishments, professional dry cleaning is generally recommended. Always follow the specific Care instructions shown on the product page.

Can I iron my garment?
We recommend steaming gently where appropriate. Avoid placing a hot iron directly on delicate fabrics, lace, sequins, embellishments or other decorative details.

How should I store my garment?
Store your garment clean and dry and protect delicate fabrics and embellishments from friction, moisture and direct sunlight. Heavily embellished or knitted pieces may require special storage depending on the design.

Can I order a Zooel piece for a specific event date?
Yes, but please contact us before placing your order. As all pieces are handmade, we recommend allowing sufficient time for both production and delivery.

How can I contact Zooel Collection?
Instagram: @zooelcollection
WhatsApp: +389 76 231 161
Email: zooelcollection@gmail.com

How long does international shipping take?
Once your garment has been completed and dispatched, delivery to most European countries usually takes approximately 7–10 business days. Delivery to destinations outside Europe may take longer depending on the country, courier service and customs procedures.

Are customs duties and import taxes included?
No. International orders may be subject to customs duties, import taxes, VAT or additional fees imposed by the destination country. These charges are determined by local customs authorities and are not controlled or covered by Zooel Collection.

Any customs duties, import taxes, clearance fees or other charges related to international delivery are the responsibility of the customer.

Can customs delay my order?
Yes. International shipments may occasionally be delayed due to customs inspections, clearance procedures, public holidays or other circumstances outside our control. Zooel Collection cannot be held responsible for delays caused by customs authorities or local delivery services.

What happens if I refuse to pay customs charges?
If an international shipment is refused, unclaimed or returned because customs duties, taxes or other import charges were not paid by the customer, any related shipping, return or customs costs may be deducted from any amount refundable where permitted by applicable law.