Frequently Asked Questions

This section will be updated as more questions are asked.

Who makes my products?

    All products in this shop are handmade by the brand’s owner – Irina Tsapreva (that’s me). I’m a Bulgaria-based costume designer and cosplayer, and as such, strive to provide you with high quality goods for both everyday wear and stage.

This brand is currently a one-man show, so I also double as a social media manager and customer support.

 

When will my order be sent out?

    Order processing times vary according to the availability of a product and the time it takes to make one. Making pieces that aren’t in stock takes me 1-3 business days (with some exceptions). Your package will be sent out within 1 business day after all products are ready.
    This is the time for the order to be sent out, not for delivery. When you receive an email saying that the order is completed – it means I sent it out.

 

When will I receive my order?

For Bulgaria: you will usually receive it the next working day after it’s been marked as completed. You will be notified via sms from Econt. Please make sure the phone number provided is correct and you’re using a regularly checked email.

For all other countries: Shipping usually takes between 10 and 20 business days. A tracking number will be emailed to you shortly after the order has been dispatched. Please make sure you provide a correct name, address and telephone number.

 

I still haven’t received my order!

    Please, have in mind that postal delays might occur once in a while and this is, sadly, something I have no control over. Should this happen, please, be patient.
    If the tracking marked the order as delivered and you haven’t received it – contact your local post office and authorities as it may be a case of stolen package. I don’t take responsibility for that.

 

How do I get my digital product?

   Once the payment for your order has been processed, you’ll gain access to a download button. In addition, you can find the download link in your “Order Complete” email.

 

Can I return a digital product?

   Digital products are non-refundable, once downloaded.

 

Can I place a custom order?

     If the perfect accessory isn’t in this catalogue, fear not! I take custom orders as well. Contact me on any of the social medias listed below and we can discuss the custom piece and negotiate a price.

 

Is there a physical Penumbra-Designs shop?

    No. For the time being, this is an e-shop only. You can, however, find me at various events and bazaars. News about future Penumbra-Designs attendances can be found on Instagram and Tiktok.

 

Got more questions? Send me an email at penumbra.designs.bg@gmail.com or message me on one of my social medias: