You can ask us anything you have on your mind or in your heart, maybe you will find your answers bellow. You can send us a direct message on Instagram, Facebook or contact us via email.
I did not find my size for the item I would love to purchase.
We are producing our collections at small amounts, so if you did not find your size, it is possible that is sold out. Usually we keep some amount of the fabric in stock, for made-to-measure orders, so just don't be shy and contact us directly. If we do not offer your size at all we offer made-to-measure orders for seasonal collections and some pieces from TRK 5HOURS LINE. Get in touch and we will be happy to make something special for you.
Do you make custom adjustments?
Yes, basically on everything except of some pieces in TRK 5HOURS LINE, because we make these in slightly bigger amount in sewing company at Moravia, so for these it is bit more complicated to do so.
Are all the clothes unique?
If you want an original piece of garment, choose at TRK 1000HOURS LINE. We call those art pieces for the body. In general we don't like to repeat much so we always try to make even in series (TRK 5HOURS LINE) changes. What makes the product unique is our technique of placing the motifs differently on the garment. So two tops from the same fabric are never the same. Similar but not same. That is why we cut the garments ourselves in the studio, so we can really carefully think about the pattern placement and how it is going to look on the body.
Are all the clothes made out of recycled or sustainable materials?
Coats and Jackets at TRK 1000HOURS LINE are made from special 100% sustainable and unique fabric which we produce at the studio in collaboration with Netex. This fabric is made out of merino wool waste form productions. Other materials are produced in France and Poland and sewn at Czech Republic. We choose our fabric carefully, so we prefer Tencel, Cotton and Viscose. We are always searching for better solution materials and ways to produce, but we don't want to make compromises in print quality, which is sometimes the case. So answer the question, we are working on it but our clothes are not all fully sustainable, but we believe that working with local producers and produce it consciously is a sustainable way of business.
How long does it take to process my order?
If we have your product in stock, it takes usually 2-4 days to process the order and ship it. We try to be as fast as possible, however we are very small team (sometimes only myself) and we are not in the studio everyday. Some days we run around the Czech Republic, to make magic happen. If you need something ASAP write to us and we will try to deliver to you as soon as possible.
We know the situations when you literally don't have anything to wear to your date, business meeting or to the beach and you just need it the next day! So we will do our best.
In case of MADE TO ORDER, please wait for our email back to you with information, but it usually takes around 3 weeks.
What method of payment is accepted?
We accept Paypal and you don't have to register there, just to let you know. Paypal is just processing the payment via your bank card, so don't be afraid of it!
You can opt for a direct bank transfer:
For CZK 2101563290/2010
For EUR 2301813696/2010 IBAN:CZ9620100000002301813696.
Please use your order number as ID Symbol.
Why I have to pay in Czech Crowns - CZK?
Unfortunately, at present it is not possible to pay in more currencies on our e-shop. But it works just that your bank will take the money in your currency, so don't be afraid of any extra charges. If you want to pay in EUR please write to us and we will tell you how much it will be in EUR and you will can make a bank transfer. No problem :) We are from Prague and most of our customers are based in Czech Republic, so it is easiest to make it in our currency, but with your purchase you can contribute to the future change:)
Do you send internationally?
Yes, we send around the world, but we don't have all countries listed in our system. If you will not find your country at check out, please write us and we will calculate your shipping.
What are the shipping options?
Shipping is counted individually – by country. For Czech Republic we use Czech Post 110 Kč or Zásilkovna 90Kč. Shipping to the Czech Republic is free for orders over 6000 CZK, Slovakia over 7000 Kč and to Europe, USA and Canada over 15.000 CZK. For International orders the shipping will be calculated at the Check out. You can choose DHL express or DPD. Standard delivery within the Czech Republic usually takes one or two days, shipping to Slovakia may take up to 4 days and to other countries with DHL Express within 1 day. DPD shipping takes up to one week.
Do you cover Custom duty /tax for international shipments?
Within EUROPE there are no extra taxes (Yes, Czech Republic is included in European Union). All international orders are subject to custom duties and taxes billed by the destination country’s customs department. The recipient must bear in mind any additional charges for the customs clearance. These fees can be estimated and pre-paid during checkout to avoid clearance issues on import. Should you need more information before purchasing please contact:
Can I pick up my order?
If you happen to be in Prague area we encourage you to pick your purchases up from our showroom location at Charaktery Design Store, Milady Horákové 13, Praha 7. You can pay in cash or card at the showroom.
Can I return the goods and how do I process a return?
Yes you can. The law states that when you purchase something online, you have the right to return it. Of course we fully respect that, but we do recommend thinking twice, before you buy things in our e-shop because the process of returning the goods is a bit of a waste of time for everyone involved.
However, if that really happens, and you decide to return the goods you purchased via our e-shop, you have to do it within 14 days. You can bring it to our studio (Please, find the address in CONTACT), or you can send it to us. Goods must be returned in their original packaging, new, complete, undamaged, with no sign of use or wear. Otherwise, we won’t be able to accept them back. Please note, that shipping is not refundable. Meaning, we don’t cover your shipping costs, and you’ll be refunded the price of your order minus the shipping. In the case you need to process a return, please email us first so we can expect the parcel or we can manage the parcel pick-up at your home if you want to:
Oh no, hope that this will never happen! In the event your package goes missing, please notify us immediately at email@example.com so that we can help file a claim with the shipping carrier. We are not responsible for packages that are lost or damaged in transit, but we will do our best to solve the situation.
Do you have a store location?
We don't have our own store just yet, but we share a showroom with other talented designers who also happen to be our friends. The showroom is called CHARAKTERY DESIGN STORE and you can find it at Milady Horákové 13, Praha 7. Opening hours are MO-FR 11-19.
What I will find at your showroom Charaktery design store?
Since the Charaktery is shared showroom each one of us has a limited space there. The shop is cute but very small so you can find there just a selection of our pieces. If you would like to see or try something special write us in advance so we can prepare it for you there. But in case you want to see everything or you want something special visit us at our studio at Osadní 26, Praha 7. We are there usually everyday, but please make an appointment in advance.
Are you accepting an interns?
We are always in search for interesting people to join our team and we know how important is to learn. If you would like to be part of our world for while send us your portfolio and we will get back to you soon.
Are you looking for a new team members?
Yes, we are actually searching for new souls. Write us what is your speciality and why you want to join us. We are looking forward to your email!