FAQ | We Are Not Sisters

The Most Frequent Ones

Are you sisters?

We are not sisters.

Did you receive my return?

Please contact your chosen delivery service to track your return with the shipping number found on the proof of postage.

If you have not received your refund within 10 days of returning your order, send proof of postage to care@wearenotsisters.com and a member of the team will look into it for you. Please note that we are unable to assist you if you have not retained proof of postage.

Additionally, you are responsible for the shipping of returned items back to We Are Not Sisters. You may use any delivery service you wish, but please keep your proof of postage receipt until you return has been fully processed. We Are Not Sisters is not responsible for any items lost in transit and no refund will be issued for these items. Import duties, customs fees, and local taxes are non-refundable.

Where is my order?

All orders will be shipped within 5 working days after placing the order. Except for pre-payment, where the products are ready for delivery when the money is transferred to our bank account.

As indicated by Slovenská Pošta the products need 1-3 business days until they are delivered nationwide (in Slovakia and the Czech Republic), 3-14 business days for customers in the EU and up to 8-32 business days. Delivery times are estimates and begin count from the date of shipping, rather than the date of order. We aim to ship orders placed before 17:00 CET Monday to Friday on the same day, however, cannot guarantee this. We are closed on weekends.

If a courier is unable to deliver your package, it may be left with a neighbor or sent to your pick-up station via standard operating terms of the delivery service and shipping partner. If so, they will leave a notification with instructions as to where the parcel was left.

If you’re having issues with your delivery beyond this, contact us via care@wearenotsisters.com and we’ll see what we can do.

Do your clothes run true to size?

Yes, you can find some fitting information on the detail page for each item. There you can see the size of the item and the model. For further sizing information, you can consult our size guide, found on each detail page.

What size am I?

Generally speaking, that’s for you to answer, but we know that shopping online always brings up these questions and is a bit difficult to gauge the right fit this way. Our garments fit true to size, so we suggesting going for your usual size.

If you have any questions about a specific size you can send your measurements to care@wearenotsisters.com and we’ll be happy to help. You can also reference our size chart found on every detail page for a product.

What if I can’t find my size in the selection thingie. What now?

Unfortunately, those sizes are sold out. If you can’t click on it, you can’t buy it. Only sizes that are available are displayed.

I really wanted this one piece of yours. Is it ever coming back?

We source and produce our fabrics ourselves specifically for each collection and they are produced by hand. That means that our collections are exactly that and only available in a limited quantity. What is sold out is sold out, so these items will not be made again in the future.

Do you have any stores I could visit?

You’re looking at it. We don’t have any offline stores ourselves. Your best bet is to order from us directly.

We do have some national and international stockists. Please contact us via hello@wearenotsisters.com and we’ll see if we can find someone carrying We Are Not Sisters near you.

Will I be charged with VAT?

Orders to countries outside the EU may be subject to VAT, import duties, and/or taxes, which are incurred once your order reaches your country.

We Are Not Sisters ships your package according to Incoterm Delivered Duty Unpaid (DDU). That means that we do not collect VAT, duties and/or taxes on orders to countries outside the EU and we cannot predict what your particular charges may be. If you do incur any such additional charges they must be rendered in order for your package to clear customs. Please contact your local customs office for more information.

Returns

What’s your return policy?

We do want you to be happy, so you can return all items following these rules:

Return items within 30 days: Return your ordered items within 30 days following the original shipment date of your order and you are eligible for a refund of the items.

Return in perfect condition: All items need to be returned in the condition you received them, accompanied by the original invoice. We must stress that in order to receive your refund, all items must be unworn, unwashed, unused and in perfect condition with all garment tags still attached and in their original condition. All our returns will be inspected upon receipt and any item that is found to be in unsuitable condition will be sent back to you.

Keep the tags on: All items by We Are Not Sisters come with clothing tags attached to them. Should you want to return an item, the tag must be kept on. Should you return an item without the original tag attached, it will be sent back to you.

Keep the invoice: So, you’re returning within 30 days, the item is in perfect condition, the tags are all still on and you’ve put the items back in their original packaging. Now all that’s left is to include the original invoice and we’re good.

As soon as we receive your returned items, refunds will be applied to the payment method used to place the order.

This is valid on all orders.

How do I return an item?

All items must be unworn, unwashed, unused and in perfect condition with all garment tags still attached and returned within 30 days to qualify for a refund.

For all orders, please include the original invoice with your return so we can identify it easily and then send the package to the following address: We Are Not Sisters, s.r.o., c/o Returns, Kuzmányho 17, 04001 Košice, Slovakia.

Please note that you are responsible for the shipping of returned items back to We Are Not Sisters. You may use any delivery service you wish, but please keep your proof of postage receipt until you return has been fully processed.

We Are Not Sisters is not responsible for any items lost in transit and no refund will be issued for these items. Import duties, customs fees, and local taxes are non-refundable.

What if I don’t have the original receipt?

Check again and again and again. If you can’t find it, go to your account and you will find your order list with your order number. Enclose this with your package so we have an additional reference for your package. We will be in contact with you.

Can’t you just exchange it?

We suggest that you place a new order for the size that you need, as we cannot place any items on hold.

That’s why we don’t currently offer an exchange service, so please return your order using the instructions above and re-order the correct item or size separately.

Why doesn’t my item look as it does in the photo?

All of our items are made by hand by skilled seamstresses who have been doing this for longer than we have with handwoven fabrics of high quality. Colors, texture, and appearance may change as a photo can never replicate the exact way something will look when you have it. The same way that any item will look different on you than on another person. We think that’s the beauty of clothing. This unexpected influence of personality and circumstance is what makes a piece of clothing unique and dear.

I received a damaged item. What do I do?

If you received something damaged, that wasn’t our intention. We’d rather have you wearing our things. Please contact customer service immediately via care@wearenotsisters.com, or call us at +421 907 292479 and state the damage or error and your order number.

Provided the item meets our return guidelines and is returned to us unworn, unwashed, unused with all garment tags still attached and in their original condition within 10 days of receipt, we may provide a free exchange or full refund for defective items.

Shipping & Delivery

What are the shipping costs?

Slovakia: FREE SHIPPING / 1-3 working days
Czech Republic: FREE SHIPPING / 1-3 business days
EU: € 10 / 3-14 business days
Worldwide: € 20 / up to 8-32 business days worldwide

What are my shipping options?

All orders are shipped by Slovenská Pošta Priority Mail. All orders are fulfilled at our distribution center in Košice and your package is shipped from Slovakia, Europe.

Slovakia: FREE SHIPPING / 1-3 working days
Czech Republic: FREE SHIPPING / 1-3 business days
EU: € 10 / 3-14 business days
Worldwide: € 20 / up to 8-32 business days worldwide

Which delivery service do you use?

All orders are shipped by Slovenská Pošta Priority Mail. All orders are fulfilled at our distribution center in Košice and your package is shipped from Slovakia, Europe.

How do I change my delivery address?

You can do that in your account via the menu on the top left.

If all else fails, please email the new address to care@wearenotsisters.com and we’ll see what we can do. No promises here.

What if there is an incorrect item or an item missing from my order?

Either way: that shouldn’t have happened, so if you’ve received an incorrect item or something is missing from the order, let us know at care@wearenotsisters.com with details of the error. Please remember to include your order number within your message and we’ll attempt to resolve the problem as quickly as possible.

Do you ship to my country?

We ship worldwide, but if you want to be extra sure, drop us a mail at care@wearenotsisters.com and we’ll make sure if we ship there.

My order has not been delivered yet. Help!

If we are not able to execute an order right away because the desired product is not available, the delivery period will be extended accordingly. In exceptional appearing cases, where the item is not available at all, you will be informed as soon as possible.

Do you deliver on holidays or weekends?

We’re unable to deliver on public holidays or weekends, so please allow an extra working day. Please note that we can’t change the fact that some post/shipping companies don’t deliver on Saturdays and Sundays.

Can I schedule a time for the arrival of my order?

We also don’t know the specific hours for your delivery or the general hours of delivery for your country. Please have a bit of patience and understand that once we ship your order, things are literally out of our hands.

What happens if I’m not at home to receive my order?

Delivery personnel may not be able to call you on arrival so if you want it right away, please ensure that you provide a delivery address where the shipment can be received during business hours. If a courier is unable to deliver your package, it may be left with a neighbor or sent to your pick-up station via standard operating terms of the delivery service and shipping partner. If so, they will leave a notification with instructions as to where the parcel was left.

If your courier is unable to deliver your order, it will be either kept at a depot for collection with the delivery service as per their terms and conditions or returned to us.

I never picked up my package, what happens now?

If you refuse your shipment or are unable to retrieve the package, you are responsible for the original shipping charges, as well as additional import fees, duties or taxes that are incurred and the cost of returning the package to We Are Not Sisters. The amount may be deducted from a refund. Should the return fees exceed the amount of your order, the package will be abandoned and you will not be issued a refund.

Payment

How can I pay you?

We accept PayPal payments as well as Cash on Delivery (only for Slovakia and the Czech Republic).

Unfortunately, we do not accept VISA, MasterCard, American Express and Discover credit card payments processed without PayPal at this time. Thank you for understanding.

When is payment billed to my card?

When your order is placed, your card issuer or account will be contacted via PayPal for authorisation to take payment from the account. If there is any question or error it will be between your PayPal account, your card issuer or bank and you may be contacted by their customer service.

I paid through pre-payment, but one or some products are not deliverable. What happened to my money?

In this case, you will receive your money back as fast as possible of course, as soon as your bank account details are available. If your bank details are not forwarded, we will contact you asap.

Do I have to pay customs fees, import duties or taxes?

All applicable customs fees, import duties, and taxes on International orders may apply as stated by the respective country of the customer and are their sole responsibility. Customs authorities require the value of the order stated directly on the package. It is at the sole discretion of customs agents to release the package.

Ordering from WRNS

How do I know my order went through?

Upon placing an order, an order confirmation is automatically emailed to you confirming your purchase intent.

If something went wrong during payment or you haven’t received the payment confirmation, please send an e-mail to care@wearenotsisters.com. We are only able to send the if you receive the payment confirmation.

This confirmation does not function as a contract, any orders may be canceled at any time due to a variety of reasons like inability to authorize credit cards, fraud suspicion, incorrectly priced items, low stock or any other reason as we see fit.

What if my order wasn’t accepted?

If your credit card has already been charged and your order is canceled, We Are Not Sisters will issue a refund to your credit card account for the amount you paid. We Are Not Sisters cannot guarantee that all items included in the shop are in stock at the time of your order.

If an article is unavailable after all, We Are Not Sisters will notify you as soon as possible.

If an error in pricing occurs and the item is still ordered through our site, we reserve the right to cancel any and all orders prior to shipping from our side.

An order confirmation does not function as a contract, any orders may be canceled at any time due to a variety of reasons like inability to authorize credit cards, fraud suspicion, incorrectly priced items, low stock or any other reason as we see fit.

We reserve the right to change and amend any content on the site and our terms at any time. We Are Not Sisters intend to keep all of the information on this site as up-to-date and accurate as possible, including images, stock, sizing, and pricing, but we’re human after all so errors can always occur.

What if my order is canceled?

We Are Not Sisters intend to keep all of the information on this site as up-to-date and accurate as possible, including images, stock, sizing, and pricing, but we’re human after all so errors can always occur. We reserve the right to change and amend any content of the site and our terms at any time.

If an article is unavailable after all, We Are Not Sisters will notify you as soon as possible.

If an error in pricing occurs and the item is still ordered through our site, we reserve the right to cancel any and all orders prior to shipping from our side.

Can I change my order or cancel it?

Unfortunately, we can’t change your order once you’ve placed it. You can cancel your order for a short time by heading to your account on the website.

Should you cancel your order, a refund will be issued to you within 3 to 5 business days, depending on payment method.

If nothing can be done anymore, you can return unwanted items to us for a refund, please see the Returns section for further information.

Do I need to create an account?

Yes, as creating accounts enables you to store your order details and information for future reference.

I can’t access your website. What do I do?

So sorry if this happened to you. Send us the following choice bits of information to care@wearenotsisters.com and we’ll get to work on fixing the issues so you can go back to shopping:

– Which system is your computer running (As in Mac or Windows? Android?)
– Which browser are you using? (http://www.whatsmybrowser.org/)
– What URL did this happen on? (Just copy your address bar and paste it in your mail.)
– Describe the time the problem occurred and what happened.
– If you got an error message or something looked funky, send us a screenshot along.

Generally

Where do you make your clothes?

All of our clothing is designed by us and manufactured in Slovakia. Everything is made from high-quality fabrics produced in Europe by reputable vendors.

What’s your design philosophy?

We do not compromise on the quality of our fabric, production, and clothes, or in our work or the ethics of our suppliers. While we would never take ourselves too seriously, we think that integrity in what you make shows in your designs and the quality of the final piece of clothing.

Only with all aspects of an item fully considered and crafted to our exact standards of quality and comfort we feel confident to release it to the public. We believe this confidence results in you experiencing the same confidence when wearing our clothes. It’s not about just feeling good in a new piece. It’s about discovering something that you cherish and lives with and on you for a long time.

What’s your process?

Our process is quite long and runs at around a year. It roughly works like this: We design all our pieces for an entire collection in Bratislava, Slovakia. For the next step, we source the right fabrics from a few select vendors in Europe. We work closely together with them to make sure we get the right fit for our aesthetic at a high level of craftsmanship from a company that can be trusted. Once we have the fabrics are there, the prototypes are completed and adjusted until they are just right. Then the shapes are discussed for fitting with our seamstresses before going into production. Production meaning very small batches with a handful of skilled ladies that know how to get every stitch just right.

How do you make sure the quality is right?

We visit with fabric vendors personally and make sure ourselves. Everything is examined to check for natural defects, imperfections, feel and most everything you would worry about as well. We don’t use anything that doesn’t meet our own standards for quality control.

How do I care for my garment?

Please see the care instructions sewed into your garment, they’ll specify how to clean every piece. We highly recommend sticking to these instructions to ensure that you enjoy your garment for a long time.

What’s your story?

The basics: We Are Not Sisters started by initially customizing and refreshing founders’ own wardrobes. Tamara and Lucia searched for something more fashionable and witty, something of good quality, offering a high level of comfort. Following positive feedback from their local community and circle of friends, they started accepting their first orders. They soon increased to an amount they couldn’t handle all by themselves, leading to them seeking out and working with local seamstresses.

With production capacity and quality increased, We Are Not Sisters was officially established in 2012. This successful beginning allowed them to increase their attention to the design phase and a worldwide distribution network for their clothes. All while still working towards the same goal: Creating clothing for the modern woman that inspire with beauty, sophistication, and accessibility.

I have more questions.

Hard to believe if you’ve made it this far, but even more impressive. Can’t wait to hear what it is, drop us a line at care@wearenotsisters.com or give us a call at +421 907 292479