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FAQ's

 

Who Are Costin?

Costin is a British luxury fashion label available exclusively online. Costin provides premium quality made-to-order clothing with the added service of enabling customers to customise some of the available garments to their own individual taste. With the exception of scarves, each customer’s chosen garments are made after an order has been placed, thus, everyone who purchases from Costin has the luxury of being individually catered to.

How Does It Work?

Costin offers meticulously designed, luxurious wardrobe ‘staple’ garments, most of which can be modified by each customer to suit individual styles and tastes, with the ultimate aim of producing true ‘investment’ pieces. For example, you may want to alter the neckline and/or sleeve length of our silk jersey tops, or change the hardware colour and/or length of our classic shift dress. As you select the options available to you, the main image on the screen will change so as to display how your dress would look with your selected preferences.

Is Costin A Made-To-Measure Service?

All items available on Costin are sized, not made to measure. We have provided information regarding measurements and sizing in the garment descriptions, however, if you have any questions about an item's size or fit, kindly email us at info@costinlondon.com.
Please see the table below for sizing guidelines:

  XS Small Medium Large
  UK 6-8 UK 8-10 UK 10-12 UK 12-14
UK 6 8 10 12
US 2 4 6 8
ITALY 38 40 42 44
FRANCE 34 36 38 40
DENMARK 32 34 36 38
GERMANY 32 34 36 38
JAPAN 5 7 9 11
AUSTRALIA 6 8 10 12

 

Where Are Items Made?

All items by Costin are, and always will be, proudly made in Great Britain.

How Long Will It Take To Receive My Order?

The product description for each item includes information about the estimated delivery timeline for that item. We allow up to 4 weeks to produce and then deliver all garments besides scarves, which, depending on availability, will be dispatched within 1-2 working days of the order being received.

How Do I send Feedback?

We welcome all feedback. Please send feedback, any comments or suggestions to info@costinlondon.com

How Will My Order Be Packaged?

Each order is packaged in tissue and then in our luxurious signature box, which is not only beautiful but ideal for storage too. The items are then boxed in cardboard boxes to ensure safe transit.

Can I Track My Order?

Once your order has shipped, you will promptly receive an email confirmation from Costin with your shipping and tracking details.

Is my personal information kept private?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.

Is my package insured and do I need to sign for my order?

All your purchases are insured against theft and accidental damage whilst in transit from Costin to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.

Can I Return My Item?

Unsuitable items may be refunded or exchanged within 28 days of our dispatch date. Before you make a return you must notify us within 48 hours of receiving an item by emailing info@costinlondon.com. All returns must be postmarked within thirty (30) days of your receipt of the ordered merchandise. Notification of returns received outside of the above time frames will not be accepted.

Item(s) must be in original, unused condition, and in all the original packaging (including tags, cards and boxes). Your order will be refunded the day it arrives back to the studio, and refunds may take 3-5 working days to appear in your account. Please note that we can't process refunds more than 30 days after the date of shipment.

All returns should be sent to:
Costin,
Lea Barn,
Seisdon,
WV5 7HA.

For all returns, the customer is required to arrange and pay for the return of the products to us (unless the item has arrived to you damaged, in which case we refund the cost of shipping also), you would then be refunded for the price of the item purchased but not the cost of shipping. When returning items you are strongly recommended to obtain proof of posting and track the parcel. We cannot accept responsibility for parcels lost or damaged in transit and you are advised to arrange your own insurance.

Returns that are damaged, soiled and not in their original state will not be accepted and will be sent back to the customer and/or a refund refused.

If you have received an item as a gift you may exchange it for another item of similar value. Monetary refunds cannot be given on gift purchases as all refunds must be made to the original purchasers credit/debit card.

Can I Exchange An Item?

You can of course exchange an item. Please email us at info@costinlondon.com with exactly what item you would like the item to be exchanged for.

Exchanged items will only be dispatched once the returned goods have been received and undergone a quality control check. To make an exchange you will be required to arrange and pay for the return of the products to us. If you would indeed like to exchange your item, while we will do everything we can to get the new item back to you as soon as possible, please take in to account the time it will take to another garment made up (as seen on individual garment descriptions).

Will You Ship To Countries Outside The UK?

Yes we can ship to most countries outside of the UK, however, shipping costs will be more expensive, and shipping times slightly longer. Please allow an additional 7 days on top of the time specified with each individual garment for shipping to all countries outside of the UK.

Overseas orders including the EU and the rest of the world will be shipped using Royal International unless stated otherwise.

Carriage rates are listed below:
DHL express, FedEx and Royal International for all destinations outside the UK = £22.50 pounds sterling