FAQ

We're so sorry to hear that your order didn't arrive in perfect condition. If your item arrives with any damage, please contact our Customer Service team at shop@conceptoline.com within 14 days of delivery. Include your order number, along with a photo and brief description of the issue. Our team will review the details and assist you with the available options from there.

In order to organise an exchange, please return your original order and repurchase the new item.

All new newsletter subscribers will receive a 10% discount on their first order. We'll send you a discount code to use at checkout if you subscribe to our newsletter and confirm your email address. If you can't find the email in your regular inbox, please check your spam folder.

We are sorry to hear that you are having trouble checking out with your discount code. Please get in contact with our customer care team at shop@conceptoline.com.

No, you can only use one discount code at a time.

Discount codes are only valid towards full price purchases and cannot be used towards products that are on sale.

You can find our detailed shipping policy here, with the shipping costs included.

Concepto offers worldwide shipping. Please note that we are unable to ship orders to the Russian Federation or Ukraine.

We aim to process all orders within 3–5 business days, Monday to Friday. Please note that our studio does not dispatch orders on weekends or public holidays, and during sales periods or peak seasons, processing times may be slightly longer.

Once your order has been dispatched, delivery times vary depending on the destination country.

During holiday periods, please allow an additional 48 hours for your order to be processed. Our studio will be closed on all public holidays.

Please be aware that delivery times are indicated from the day the order has been dispatched. For the delivery times per country, please refer to our shipping page.

We ship from the EU. Duties and taxes are calculated for each order and will be clearly displayed in the checkout alongside the shipping costs.

Duties and taxes (import fees) are calculated at checkout based on the items ordered, your shipping destination, and the value of your purchase. These are added to your order total before payment.

Import fees are determined by your local customs authority and may include: the sales tax applicable in your country for international purchases, as well as duties and processing fees charged by your country.

Once your order has been shipped you will receive an email with a track & trace number to track the status of your order. If you have not received it, please check your spam box. You can also visit the shipping provider's website with the tracking number provided. Otherwise, please email our customer care team at shop@conceptoline.com with your order number and they would be happy to help you.

Although we make all reasonable efforts to ensure that your order is delivered within a specific time period, we cannot take responsibility for late deliveries once the order has left our studio. Our customer service team will do their best to inform you of any unexpected delays. If you have problems tracking your order, please contact shop@conceptoline.com.

Items must be in their original condition, with all tags attached, and must not be worn, altered, washed, or have any fragrance. Items purchased and shipped outside of the EU as "FINAL SALE" cannot be returned or exchanged, no exceptions.

Romania & other EU countries: orders can be returned, or you can withdraw from your purchase, within 14 days of the delivery date.

UK & rest of Europe: orders can be returned, or you can withdraw from your purchase, within 14 days of the delivery date.

USA, Canada & Mexico: orders can be returned, or you can withdraw from your purchase, within 14 days of the delivery date.

Saudi Arabia, UAE, Qatar, Kuwait and Bahrain: orders can be returned, or you can withdraw from your purchase, within 14 days of the delivery date.

Please visit our return policy page to start the return process.

If the item is not quite right, you can of course return it. Please note items marked as final sale are unable to be returned or exchanged when shipped outside of the EU. For more information about this and to start a return please visit our return policy page.

Once a return arrives at our studio, please allow 2–3 business days for the return to be processed by our team. If the return is accepted, a refund will be made within 14 days at the latest. Reimbursement of funds will be allocated to the original form of payment used for purchase.

A pre-paid return label can be downloaded via our return app.

For orders shipped within the EU, the return label shipping costs will be deducted from your refund and are equal to your original shipping cost.

For orders shipped outside the EU, a return handling fee of €10 will be deducted from your refund. Please note, the initial shipping fee will not be refunded.

If you have any questions regarding the sizing and fit of our items, we are happy to help. You can find a measurement chart for each product by selecting "Size guide" on the product page. It can be helpful to compare these measurements to a garment you already own to get the best idea of size and fit. If you are still not sure which size to choose, feel free to contact our customer care team.

To be notified if a product comes back in stock, select "Notify me" on the product page on your chosen size and you will be added to the waitlist. Not all items will be restocked. If you would like to enquire about a specific piece please reach out to our customer care team and they would be happy to provide more information.

In most cases, this is caused by the issuing bank's policies. Please contact your credit card provider or contact PayPal directly to find out the reason and whitelist the transaction.

Please make sure your order confirmation email is not in your spam folder. If you haven't received an order confirmation email within an hour, please contact our customer care team about the status of your order at shop@conceptoline.com and they can look into this for you.

While we recommend creating an account for a faster checkout process, you can place your order as a guest.

For information about products, orders, returns & exchanges and all online support, please feel free to contact our customer care team at shop@conceptoline.com. We are available Monday to Friday, 9am–4pm Eastern European Time.

We aim to respond to all inquiries within one business day. However, during peak periods it might take up to two business days for us to get back to you.

During the holiday period, please allow up to 72 hours to receive an initial response from our customer care team. Thank you for your patience.

If you are a retailer interested in selling Concepto, please contact office@conceptoline.com.

To contact our press team, please email pr@conceptoline.com.