Delivery and returns
General Delivery info
At Egzonjeta Shala | ESH, we aim to deliver not only timeless bridal elegance, but also a seamless and secure shopping experience — from the moment you place your order to the day your dress arrives at your door. Please read carefully the information below regarding shipping, delivery, and returns.
Shipping Information
Shipping Costs
All shipping costs are the responsibility of the customer and are calculated based on destination and package size. Please note that shipping fees do not include customs duties, VAT, or other import-related taxes.
Domestic Shipping (Kosovo)
Orders placed within Kosovo are shipped via Posta e Kosovës. Estimated delivery time is 2–5 business days, depending on your location. You will receive a tracking number by email once your item has been dispatched.
International Shipping
We ship internationally using DHL Express, a trusted global courier known for fast and secure delivery. Delivery times are typically 5–10 business days, but may vary depending on customs clearance and destination country regulations.
We currently ship to over 100 countries worldwide. If your country is not listed at checkout, please contact us directly to inquire about alternative shipping arrangements.
Customs & Import Taxes
All international shipments are sent DDU (Delivery Duties Unpaid). This means your order may be subject to customs duties, local taxes, VAT, import fees, and clearance charges upon arrival in your country.
These fees are not included in the price you pay at checkout and are the sole responsibility of the customer. Egzonjeta Shala is not liable for any delays or costs caused by customs procedures or refusal to pay duties.
If you decline to pay import duties or refuse the shipment, the package will be returned to us and no refund will be issued.
Order Processing & Dispatch Times
In-stock Items
Ready-made dresses or accessories will be shipped within 1–2 business days after purchase confirmation.
Custom Orders
Because each of our bridal pieces is handmade and tailored to your measurements, processing time for custom orders ranges from 7 to 28 business days, depending on the complexity of the design.
Before placing a custom order, we encourage you to double-check your measurements and confirm all design details. If you need help, our team is happy to assist you in making the right selection.
Packaging
During both regular and peak seasons, your order will be carefully wrapped in premium tissue paper and placed inside a discreet, recyclable brown box. This eco-conscious packaging ensures both elegance and privacy, without disclosing the contents on the outside.
Gift wrapping is not currently offered, as our priority is safe and sustainable delivery.
Return & Exchange Policy
Delivery & Tracking
As soon as your order ships, you will receive an email with a tracking number that you can use to follow the progress of your delivery on the courier’s website.
Signature Upon Delivery
All shipments require a signature upon delivery to confirm safe receipt. If you are unavailable, the courier will make up to three delivery attempts over three consecutive business days.
Please ensure someone is present at the delivery address. We are not responsible for lost packages signed for by unauthorized individuals at the delivery location.
Return & Exchange Policy
Custom Orders
Due to the highly personalized nature of our bridal garments, returns or exchanges are not accepted for custom-made dresses that are tailored to your individual measurements and specifications.
We are deeply committed to quality and fit, and every effort is made to ensure your dress meets your expectations. If you have concerns about sizing, please contact us before placing your order — we’re here to help!
Damaged or Incorrect Items
If your item arrives damaged during shipping or is not what you ordered, please contact us within 48 hours of delivery at:
📧 Email: [email protected]
☎️ Phone: +383 49 215 065
We will arrange for a replacement or correction at no cost to you. Free return shipping will be provided in these cases.
Return Conditions
In rare cases where returns are accepted (e.g., defective in-stock items), the item must be:
Unused and unwashed
In its original packaging
With all tags and labels attached
Returns must be requested within 14 days of receipt and shipped back to us within 10 days of RA number issuance.
We do not accept:
Items returned without prior authorization
Items that show signs of wear or alteration
COD (Cash on Delivery) returns
Refunds
Once your return is received and inspected, your refund will be processed within 2–3 business days. You will receive a confirmation email once the return is complete. Please note that bank processing times may vary depending on your institution.
Shipping costs are non-refundable, except in the case of incorrect or defective items.
CONTACT US
If you have any questions about delivery, returns, or our process in general, don’t hesitate to reach out.
Egzonjeta Shala Studio – ESH
Rruga Muharrem Fejza, Prishtinë, Kosovë
Email: [email protected]
Phone: +383 49 215 065
