Shipping

Do you ship worldwide?

All our orders are being shipped out with DHL, EMS and Nova Pochta to any destination worldwide.

When will my order be ready and shipped?

If the product is in stock, it will be shipped the following day.  If the product is pre-ordered, our team passes it to the production and the manufacturing process starts. Each piece is made individually within 12-16 working days. The manufacturing process depends on the complexity of the item in question. Each item is handmade and includes processes such as boiling, sewing and construction. All orders are shipped directly from our Kyiv office.

When will I receive my order?  

Estimated delivery time with EMS is 9-15 business days to any destination.

Commonwealth of Independent States - 9-16 business days.

Estimated delivery time with DHL Express is:

EU - 2-3 business days
USA and Canada - 2-3 business days
Middle East - 2-4 business days
Australia, South America, Asia - 3-6 business days

Estimated delivery time is 1-2 days throughout Ukraine.
We do free express delivery via “Nova Poshta”. You’ll get a shipment notification email with a tracking number as soon as your order is shipped.

Order

How can I update my order?

To update your order please email cs@kseniaschnaider.com

How can I check the status of my order?

After the purchase, you will be notified with the personal tracking number and the link to track your order online.

How do I use my discount code?

Apply a personal discount code at the checkout.

Can I cancel my order?

You cannot cancel your order yourself, but we can of course help you. To request an order cancellation please contact cs@kseniaschnaider.com

Billing

What forms of payment do you accept?

We accept all major credit cards.

What can I do if my payment is declined?

Please contact your bank for more details about the decline.

Product details and Packaging

Can I order a special gift packaging?

If you want your order to be packaged as a gift, please contact cs@kseniaschanider.com, or indicate your wishes in the description, when placing an order.

How can I find out more information about a product?

All product information is written on their individual product pages. If you have any additional questions please email us at cs@kseniaschanider.com

How do I find the right size?

You can find all the measurements in our size guide here. If any additional questions occur, feel free to contact cs@kseniaschanider.com and our stylist Diana will advise you with the sizing.

What does «Reworked» mean?

Reworked is our term for upcycled Items. We are proud to have found the right blend of fashion and sustainability. In one month we are reworking 500 pair of jeans and it's up to 5 tons per year. In one season we are reworking up to 200 kilos of textile waste. In a year, we are producing around 3000 reworked items. Each reworked item is individually assembled and therefore one of a kind.

Is my purchased item sustainable?

KSENIASCHNAIDER is a sustainable brand, where all goods are manufactured consciously. We use deadstock fabrics from local suppliers or our production, vintage jeans and fabric sample swatches to recreate them into new collections. Please see our “Sustainability” section on the website.

Where and how was my purchased item produced?

The manufacture is located in Kyiv, Ukraine, and produced manually by the team. Our denim and knitwear production, as well as the fabric treatment (washing, distressing etc.), is also done in Kyiv.

Returns and Exchanges

How do I place a return?

If you wish to return a KSENIASCHNAIDER item, please reach out to cs@kseniaschanider.com and we will provide you with full instructions for the return.

What is KSENIASCHNAIDER return & exchange policy?

The order can be exchanged or returned within 14 calendar days from the day it was received. The returned product must be with all the seals and tags and must be sent by the customer using any convenient trackable post service at their own expense. 

Can I make an exchange?

Yes, we are happy to exchange your item for store credit of the same value. Please note, that all additional shipping costs are covered by the customer and the store credit is issued upon receiving the original order in our Kyiv office.

How long does it take to process a refund?

The refund is issued immediately after receiving your returned items. Depending on your bank, it usually takes 2-7 business days to process the refund.

Who is paying for the return?

The client is responsible for the return expenses. However, should you find a manufacturing defect in your item, please send the details to cs@kseniaschanider.com, so that we could take your case into consideration. 

Can I return an item bought on sale?

Kindly note that we don’t offer refunds or exchanges for items bought with a discount.

Customer Support

Who can I contact to ask any occurred questions during my shopping?

If you have any personal questions or concerns while shopping, email our in-house stylist Diana at cs@kseniaschnaider.com

Customer support working days: Monday-Friday 10:00 – 19:00. Please allow more time during our peak periods and after weekends.