FREQUENTLY ASKED QUESTIONS

A few quick answers.

If you cannot find what you are looking for, write to us at contact@iuliabalan.ro.

How long does production take?

Production time for standard pieces is shown on each product page. For Bridal Atelier, the timeline is agreed individually during your consultation, according to the design and the atelier's availability.

How do I know which size to order?

Check our size guide against your own measurements. Fit information is specific to each product. If you are between sizes or have any questions, contact us before ordering at contact@iuliabalan.ro.

Can I change or cancel an order?

To change an order, write as soon as possible to contact@iuliabalan.ro, with your order number. Whether a change is possible depends on the production stage. Starting production of a standard product does not remove the statutory right of withdrawal. See our returns policy for the applicable terms.

How do I start a return?

Send your withdrawal notice to contact@iuliabalan.ro, with your order number, within the statutory period of 14 calendar days from receipt. After notification, send the goods back within 14 days. You do not need to give a reason. Return conditions, refunds and any diminished value are explained in our returns policy.

What if the dress does not fit?

For eligible standard products, you can notify us of your withdrawal within 14 calendar days of receipt and send the goods back within 14 days after notification. For a possible size exchange, contact the atelier to check availability and costs, separately from your statutory right of withdrawal. We recommend checking our size guide or contacting us for help before ordering.

Do you make wedding dresses to order?

Yes. Visit our Bridal Atelier page and request a complimentary consultation, online or at the atelier. Atelier visits are by appointment. Bridal dresses have an estimated production time of 6–8 months, depending on the design's complexity, the personalisation requested and the atelier's availability. The timeline for each order is agreed and confirmed in writing during the consultation, before the order is confirmed.

Can I visit the atelier?

Yes, by appointment. Write to contact@iuliabalan.ro to arrange a visit.

Do you ship internationally?

We ship to destinations available in the country selector, with charges shown at checkout. EU transit takes 3–5 working days after dispatch, in addition to production time. The UK shipping charge is EUR 40, converted by Shopify into your checkout currency. Full details are in our Shipping Policy.

Are customs duties included?

Deliveries from Romania to destinations within the European Union are not subject to import customs duties. For deliveries outside the European Union, applicable customs duties, import taxes and any customs clearance fees are not included in shipping costs and are payable by the recipient, unless they must be collected at purchase under the destination's rules. These amounts are determined under the applicable rules and may be requested before delivery.

Can I receive a tax invoice?

Yes. Enter your billing details in the 'Order notes / billing details' field in your bag before checkout. If you have already completed your order, send the details to contact@iuliabalan.ro, together with your order number.