FAQs

Ordering

To 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.

Surprising 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.

Sure, you can navigate the mobile-optimized version of our website.

To 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.

After 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.

Unfortunately 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.

We 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.

We believe in quality and quality takes time. Sometimes it can take up to 14 working days to produce your garment 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

All countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price.

If 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.

As 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.

We will send you the invoice along with your parcel.

When 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.

Sinestezic 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.


Deliveries

We 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.

If you or the intended recipient is not in when the courier attempts to deliver, please contact them and follow the instructions.

We do require proof of delivery for all orders and we are unable to authorise packages to be delivered without a signature.

Sinestezic 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.

For 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 UE you can use this link. If you are a registered user, you can find all the information related to the order in your My Account page. If you don’t have an account yet, register now to enjoy exclusive services.

We 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.

GET YOUR FREE SHIPPING COUPON STRAIGHT INTO YOUR INBOX BY SIGNING UP FOR OUR NEWSLETTER.
All you have to do is leave your email in the form located at the end of this page and use the coupon you will receive when you buy.

Please 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. If you sign up for our newsletter, you will receive a free shipping coupon.

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. If you sign up for our newsletter, you will receive a free shipping coupon.

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My Account


Returns & Refunds

If 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.

If 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.

The 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.

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

If the order was paid with direct bank transfer or a debit/credit card, the amount will be refunded to the account from which the payment was made. For security reasons, we are not authorized to refund a different account. If the order was paid on delivery, the refund is delivered in cash at your door or in your account you have indicated to the courier.