Frequently Asked Questions

Choose the size you usually wear and check the Size Chart available on each product page. The model's measurements shown in the photos are included as an additional reference.

Please contact us at contact@silviaserban.eu. Some pieces can be made to your measurements; depending on the complexity of the adjustments, the price may increase by up to 30%, although in most cases it remains unchanged.

The fabric used may be temporarily unavailable. Please contact us by email or WhatsApp — we will let you know when the piece becomes available again, or suggest a suitable alternative.

Yes. Our showroom in Bucharest is open for viewings and fittings, strictly by appointment: Str. Biserica Amzei no. 21-23, Monday-Friday, 10:00 AM-6:00 PM.

We do our best to ensure that the images provided are as close to reality as possible, but occasional differences may occur. Some finishes or details may also vary slightly, as they are handmade. Should such a situation arise, we will notify you and proceed according to a solution agreed upon together.

If you would like to purchase a gift and include gift wrapping and a personalized message, you can add these details in the dedicated section at checkout (Order note). A member of our team may contact you afterwards for further details. If you would like to offer a gift voucher instead, you can find the available options under the Voucher section, within the Gifts category.

Delivery within Romania is free of charge and takes 3-5 business days from the placement of the order.

Yes. Shipping costs are calculated at checkout. Any customs duties are borne by the customer and paid upon delivery, not included in the displayed price. For details specific to your country, please check the applicable costs and customs duties in advance. Delivery times may also vary depending on your location and may take up to 7 business days.

For orders within Romania, you will receive a tracking code by email from the courier used — Fan Courier, Cargus, or DPD, depending on the order. For international orders, delivery is carried out by DHL, and the tracking code is also sent by email.

In the rare case that an order cannot be delivered, you will be notified, and the amount will be refunded in full within a maximum of 7 days.

We accept payment by card (Visa, Mastercard, American Express), Apple Pay, and Google Pay, securely processed through Shopify. We do not accept cash on delivery or direct bank transfer.

Yes. All payments are securely processed through Shopify. Your card details are never stored by us.

Shopify does not store your full card number for regular orders, unless you explicitly choose to save your details through the Shop Pay service. The merchant never has access to your full card number — only the last 4 digits, the expiry date, and the card type. The platform complies with the global PCI DSS Level 1 security standard (Payment Card Industry Data Security Standard).

Yes. The tax invoice is sent to you by email, issued by S.C. Idelier Concept Store S.R.L.

You have 14 calendar days from the date you receive your order to request a return, without needing to justify your decision — in accordance with Government Emergency Ordinance no. 34/2014.

A return form and return document are included with your delivery. Please keep these documents for the full 14-day period; they will need to be attached to the package when you return it.

To initiate a return, please contact us at contact@silviaserban.eu, stating your order number and the product being returned.

The product(s) must be returned unworn, in perfect condition, with all original labels attached. Attach the new return documentation, found in the self-adhesive envelope, to the package, and contact the courier to arrange collection.

The return cost will be deducted from your refund.

To avoid payment delays or complications, please use the same courier company that delivered your order. If this isn't possible, please contact us to let us know — additional charges may apply.

The return shipping cost is covered by the customer. Returns must be sent using the same courier used for delivery — Fan Courier, Cargus, or DPD for orders within Romania, and DHL for international orders.

Yes, subject to availability.

For a different product, any price difference will apply.

No. Pieces made to special order cannot be returned or exchanged.

Refunds are processed within a maximum of 14 days from the date you notify us of your intention to return an item, following receipt of the returned product.

You can reach us by email at contact@silviaserban.eu or by WhatsApp at +40 728 873 301.

Yes. We welcome you at our showroom, Str. Biserica Amzei no. 21-23, Bucharest, Monday-Friday, 10:00 AM-6:00 PM, strictly by appointment.

S.C. Idelier Concept Store S.R.L., with its registered office in Bucharest, Str. Biserica Amzei no. 21-23, Sector 1. Full details are available in the Terms and Conditions section.