ORDERING

Question How do I make a purchase?
AnswerTo make purchases on Sinestezic you do not need to register however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

Item Search
To easily browse our catalog, select a category from the navigation menu or browse our selections on the homepage. To find something more specific, use our filters or the website search option.

Product Information
On each product page, you will find all available sizes, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

How to Order
1. From the shop page, select the desired size of the product;
2. Add the product to your “Shopping Bag“;
3. Once you have finished shopping, click on “Proceed to checkout”;
4. Select a payment method;
5. Enter your shipping details;
6. Enter your payment details;
6. Check that the information you entered is correct and click “Buy Now”.

After a few minutes you will receive a confirmation e-mail with the details of your order. From this moment on our studio will take care of everything and as soon as the order ships we will notify you with another confirmation e-mail.

Question Can I send my order as a gift?
AnswerSurprising someone with a new item is a great gift idea. You can nominate to have the order delivered to the gift recipient’s address by entering their details in the Shipping Address section of the checkout process. All our items are beautifully packaged.
Question Can I shop from my mobile device?
AnswerSure, you can navigate the mobile-optimized version of our website.
Question Can I place an order over the telephone?
AnswerSorry, we are not offering the option to place orders over the telephone. For more information on how to place an order visit our Ordering section in Frequently Asked Questions. You can also email us at [email protected], or use the contact form for advices.
Question Do I need an account to place an order online?
AnswerTo make purchases on Sinestezic you do not need to register however, we suggest you create an account to access exclusive areas and services dedicated to our customers.
Question How will I know if you have received my order?
AnswerAfter you place your order, you will receive an email from us acknowledging that your order has been received. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. Only after the items are located, your credit card details have been approved, and the delivery address has been verified, will your order be accepted and the items shipped. Should any of the items you have ordered be unavailable you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.
Question What if an item is out of stock?
AnswerAll items are subject to availability. If items that you order are out of stock, subject to a delay or the price is higher than that shown on your order, we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue to process the remaining items on your order. We will not supply a substitute product without your express authority. Once an item is sold out it will be taken off the website at the earliest opportunity.
Question Can I add or remove products from an existing order?
AnswerUnfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details. To purchase additional items, you must place a new order. To return any items please refer to our Return Policy.
Question Can I cancel my order?
AnswerWe are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. The package can be returned as indicated in our Return Policy.
Question How long does it take until you dispatch my order?
AnswerWe believe in quality and quality takes time. Sometimes it can take up to 14 working days to produce your garmet because of the complexity of the production process (we also print most of the items with our designs) and because of reasons outside our reach, such as fabric availability. However, if we have your item in our stock, we will announce you and dispatch it right away.

PAYMENT

Question What payment methods do you accept?
AnswerSinestezic accepts the following payment methods:

Cash on delivery – for Romania only
Pay with cash when receiving the parcel.

Credit card
Visa/Visa Electron, Mastercard/Maestro (Maestro and Visa Electron: please check with your bank to make sure your card is valid for online purchases). We use www.mobilpay.ro services for card payments. Payment is only debited from your card at time of dispatch.

Direct Bank Transfer
If your credit card is not accepted for online payments, you can choose to pay with a direct bank transfer. In the Payment Details field, please fill in the code provided next to the item, so we can link your order with the right product.
The payment is confirmed after we verify the information you provided, the order details and the payments confirmation by the bank (or you can send us a copy of the bank PO at [email protected]).

You can choose to pay with a direct bank transfer at:
Account name: SINESTEZIC SRL
Bank name: ING BANK N.V. AMSTERDAM
IBAN: RO66INGB0000999905952710
BIC/Swift: INGBROBU

To ensure that you don’t experience any delays to your order, please make sure all your details are entered correctly.

Question Is it safe to shop online using my debit/credit card?
AnswerWhen you shop at Sinestezic, you can conveniently keep all your worries and concerns behind. We strive to ensure a safe and secure shopping experience to our customers. To make sure that your shopping experience is private, safe and secure, we use SSL Certificate (Secure Sockets Layer), an encryption technology that protects you online transactions. The “https” URL prefix and the green lock symbol in the browser address bar are a result of the SSL usage.

To safeguard your credit/debit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.
We use Mobilpay as a payment gateway, which provides safe and secure means of collecting credit/debit card payments.

The MasterCard SecureCode/Verified by Visa passwords are security codes issued by your credit card company. If you have already registered with the service and created a password for your credit card, you will be asked to enter it before completing the order. If you have not yet activated this security feature no further information will be requested and you will be able to complete your purchase anyway.

Question How do you send the invoice?
AnswerWe will send you the invoice along with your parcel.
Question When will my credit/debit card be charged?
AnswerAs soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds however the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification e-mail.
Question Courier order payments
AnswerIf you choose the direct bank transfer or debit/credit card payment option at checkout, the full amount of your order is calculated in the total you pay online. You won’t need to pay anything to the courier.

If you choose Pay on Delivery (for Romania only) payment option at checkout, the full amount of your order is to be paid directly to the courier upon arrival.

Question How much are the custom duties and taxes for my order?
AnswerAll countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price.

DELIVERIES

Question Shipping information
AnswerPlease note that not all articles are in stock. This is why it may take up to 14 working days for us to create and dispatch your order. However, if we have it in stock, we’ll dispatch it right away.

ROMANIA

For delivery in Romania, we work with Fan CourierFan Courier Sinestezic. The parcel is delivered in 1-2 working days and the price is 15 lei.

EUROPEAN UNION

EMS_logoFor delivery in EU countries, we work with EMS (Express Mail Service). The parcel is delivered in 3-9 working days and the price is EUR 15.

Question In what countries do you deliver?
AnswerWe ship to the member states of the European Union:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

Question How do I track my order?
AnswerFor orders from Romania, you can use your order number that you received via e-mail in the AWB Tracking page from FAN Courier. For orders from EU you can use this link.
Question My tracking info shows my package was delivered, but I never received it. What can I do?
AnswerSinestezic provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the courier and discuss the issue with them. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Sinestezic does not hold responsibility for packages that are lost or stolen. Please contact the courier to file a claim.
Question Will I have to sign for my order?
AnswerWe do require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.
Question What happens if I am out when you deliver?
AnswerIf you or the intended recipient is not in when the courier attempts to deliver, please contact them and follow the instructions.
Question Can I change my shipping address once my order has been dispatched?
AnswerWe are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

MY ACCOUNT

Question How do I open an account?
AnswerOpening an account is easy. Click My Account, or when you place an order, you will be prompted to log in with your e-mail address and password. An account offers you a safe, easy and fast way to order. It also serves as a way to track your order and receive e-mails about your order.
Question What are the benefits of registering?
AnswerCreate an account for access to exclusive areas and services dedicated to our customers:

Address Book
The Address Book is the section in which you can save your shipping addresses.
By logging in to My Account before concluding your order, you can call up the addresses saved in your Address Book directly in the Shopping Cart, making your purchases even easier.
You can modify your addresses at any time and also choose a primary address, which will automatically appear in your Shopping Cart.

My Orders
In the Orders section, you can find an archive of the orders made from that account. By clicking on the Order Number, you will be able to see the details of the purchase and the delivery status. From here, you can also access all of the details related to any eventual returns.

Fast Checkout
Saves your credit card details and you won’t have to re-enter them when making purchases. Sinestezic guarantees the highest security standards when handling your data.

Question Is my personal information kept private?
AnswerPlease be assured that we consider all of the information you share with us to be totally private and confidential. At no point will Sinestezic share, rent or sell your personal information without your consent. For more information you can visit our Privacy Policy section.
Question I can't log into my account. What should I do?
AnswerIf you forgot your password, click the “Forgot your password?” link on the Login page and follow the procedure to change it.
For further assistance, contact us, we will be happy to assist you.
Question How can I delete my account?
AnswerIf you want to cancel your My Account, please contact us.

RETURNS & REFUNDS

Question How do I receive a refund and will I be refunded for the full value of my order?
AnswerWe do our best to ensure all of our customers enjoy a happy shopping experience with sinestezic.com however occasionally you may need to return an item. We have created a very easy return procedure in order to make your online shopping experience pleasant, even when you are not fully satisfied with your purchase.
You can return any item purchased on our store within 30 days of receipt:

1. Make sure the items are in the same condition you received them (unworn, unwashed and with no signs of transfer of any make-up or other stains), with all tags still attached;
2. Complete the online Return Form or the one found in your package;
3. Include your original receipt/invoice and the return form with your parcel;
4. Contact a courier at your choice to pick up the package. You are responsible for the return shipping cost;
5. The merchandise must be returned in one mailing.

SC Sinestezic SRL
Str. Mihai Eminescu, nr. 133F
Baia Mare, Maramures, Romania

For further assistance, read the Terms & Conditions in full or contact us, we will be happy to assist you.

Question Can I recieve my refund on a credit card that is different from the one I used for the order?
AnswerFor security reasons, we cannot refund a credit card that is different from the one used for the purchase.
Question When will I receive a refund for the returned items?
AnswerThe refund procedure will start within fourteen (14) days from when we were informed of your decision to exercise your right to return the purchased products and once we have checked that the return was carried out in compliance with the return conditions. Sinestezic is not responsible for the refund of international customs duties and sales taxes.

The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used:

Purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;

Payment by Direct Bank Transfer : refunds will be credited to your Credit/Debit Card account and will be visible within 1 day. Reimbursement time to the credit card associated with your account depends on the bank that issued the card;

Payment in Cash on Delivery (for Romania only): the refund is delivered in cash at your door or in your account you have indicated to the courier, therefore the refund time is dependent on the courier’s policy; normally the credit occurs within fourteen (14) days.

Question What happens if I receive a faulty item
AnswerIf you receive an item that is faulty then send it back to us and we will process a full refund including the original delivery charge and the return delivery charge; faulty items are checked on receipt and validated.
Question What happens if I receive the wrong item?
AnswerIf you receive the wrong item then send it back to us and we will process a full refund including the original delivery charge and the return delivery charge or send you the correct item assuming we still have the product and size in stock; if we still have the product and size in stock we will pay for the delivery and we will refund the return delivery charge.