Information
  • What are the benefits of creating a User account?

    By creating a user account you will have the possibility to keep track of all past or current orders and see all of your information aggregated in one place. We like to show our appreciation to regular Users, which is an added bonus when we can access your order history. Having all of your information in one place also allows for expedited a checkout process, and acts as an information point if you would like to process a return, as we can vet the information in comparison with our return policy more easily. The account also allows you to create returns by yourself as part of the User experience.

  • Shipping & Delivery

    All orders are sent out from Romania.

    Domestically, we collaborate with FanCourier and offer standard shipping, which may take 1-3 business days. If the product is available for immediate delivery, it will be shipped the same day that the order was placed. Should the product not be available for immediate delivery, it will be mentioned in the shopping cart, under the product once it has been added, and the size and colour selected, and it is generally 3-5 business days excluding shipping.

    For international deliveries, we have an ongoing partnership with UPS, and we offer two options: Standard (up to 7 working days) and Express (2-4 business days). These are estimates and may vary depending on destination country. We aim to deliver worldwide, but should your country not be listed for any reason or should you require more accurate shipping estimates, please reach out to us directly and we will assist you in as timely a manner as possible. UPS offers multiple types of express shipping, please do inquire if you would like us to provide alternative options, but keep in mind that costs will differ from the ones we offer. If the product is available for immediate delivery, all orders placed until 12 at noon Bucharest time will be shipped out the same day, otherwise they will be shipped on the next working day. Should the product not be available for immediate delivery, it will be mentioned on in the cart under the product has been added, with the size and colour selected, and it is generally 3-5 business days excluding shipping.

  • What is the status of my order?

    We do our best to inform customers about the status of the order at every point of the process, from placing it and until it is fulfilled. You should receive an invoice from us as soon as you finish placing the order. If needed, we will reach out to you to confirm order details using the contact information provided in the order, which means that accuracy of contact details is very important. Notifications will also be sent via e-mail, when the order is fulfilled, and they will include tracking information for the shipment. Should you require additional information regarding your order, you can always use the chat or contact us on any other channel mentioned on the Contact page. For additional information regarding shipping and delivery, please refer to the relevant sections or consult our FAQ section.

  • Where can I purchase authentic Seen Users products?

    All of our products are sold either directly through our website, in our Showroom, via some major E-Commerce platforms, such as Farfetch, and selected stockists which you can always inquire about. Outside of these points of sale, we cannot guarantee the authenticity of Seen Users products if they are purchased from resellers or on secondary markets.

  • How can I take care of my products?

    Generally, we recommend that all products purchased from us are cleaned only via Dry Cleaning. An alternative option, but which may not warrant the desired outcome, and which we cannot guarantee, as it cannot be controlled, is gently washing by hand.

  • How can I stay up to date with Seen Users news?

    We regularly update our UserVerse section of the website and our social media channels (Instagram, TikTok, Facebook), but the best way to stay in the inner circle is to subscribe to our Newsletter. You can do so either via the pop-up that will appear when you access our website, or at the bottom of our homepage. Our newsletters include exclusive insights into what we are up to, product drops, early releases that you will be the first to know about, sales, and, of course, our beloved events.

  • What currency can I pay in?

    Our prices are either listed in RON or EURO, but realistically, the payment can be made in any currency you would like so long as the payment options shown at the checkout and your bank provider support it.

  • I forgot how to access my account. What can I do?

    The account feature uses a code-based log-in. As long as you have access to the e-mail or phone number used to create the account, you will have access to your Seen Users account.

  • Can I cancel or change my order?

    Depending on when you have placed your order and when you contact us about the change or cancellation, there might be some room for change. Please refer to our Delivery & Returns section and contact us as soon as possible.

  • Are customs and taxes included in the product price?

    VAT taxes are included in the final product price, and there should be no customs charges if you are ordering from the EU. However, if you are ordering from outside of the EU, customs charges may be incurred, and we are not responsible for these charges as they vary with each country's relevant institution. Customs charges are solely the responsibility of the customer, and we currently do not offer the tax-calculation feature upon checkout, so please refer to relevant government resources.

  • What does it mean if my size says 'Notify Me' or 'Sold Out'?

    If 'Notify Me' is shown next to a size during the size selection process, it means that the size is not currently in stock, but that you can give us permission to send you updates when it does become available again. The key takeaway is that it is likely to be restocked.

    When 'Sold Out' is shown, however, it means that the size is unlikely to be restocked again in the future, and this is generally the case with some 'Sale' products or items from previous collections.

  • How do Pre-Orders work?

    When you place an order for an item that is available as a pre-order, it will either be shown on the button when you add the item to cart, under the product in your cart and when checking out, or in the product page in the description section -- or in all of the above-mentioned sections.

    We generally specify a timeframe within which shipping will take place. For example, pre-order information may look as follows:

    "Shipping between days X and Y of month Z."

    or

    "Shipping between days X and Y of month Z, if the order is placed on or before day W."

    These are timeframes within which the shipments depart from us only, and they do not reflect the transit time, or how long the courier service will take to ship to you. As soon as the package is handed to the courier, we can no longer influence the shipping process in any way, as it is up to the logistics of the courier.

    We always strive to deliver within the timeframe indicated, but please note that all shipping dates are estimates only due to the reasons listed above, as well as due to reasons that are reasonably outside of our sphere of control, such as delays we cannot influence.

    A pre-order is a purchase agreement/contract that essentially reserves the products you want in the sizes desired, as we operate with limited quantities of stock, and you may exit it at any point if the parameters within which it operates are no longer suitable for you.

  • Can I return or exchange sale items?

    Yes, sale items can be both returned and exchanged. Please refer to our Returns Policy to this effect.

    However, please note that it is possible that the item you purchased may not be available in a different size should you like to exchange. In that case, you may request a refund or you may want to exchange for a different item entirely. If the value of the new order is bigger than the initial order, the difference can be paid separately upon the exchange. If the value is lower, the difference will be refunded to you.

  • What does Showroom Pick-Up mean?

    Showroom Pick-Up is an order fulfilment option we offer to anyone able to pick-up their order from our Showroom located in Bucharest, instead of us delivering it to you via courier. We only offer this option domestically.

    Once you have placed an order and selected "Showroom Pick-Up" for delivery, you will have to wait to receive a notification from us when the order is ready to be picked up before paying us a visit. If you would like to check on the status of your order, we strongly recommend contacting us via phone, Whatsapp, e-mail, social media or through the website inbox before any other course of action.

    If you are only picking up your order, once you have received the notification from us, you may visit us to pick it up at any time of the day within our working hours/on our working days with no prior announcement.

    If you would like to try on your order when picking it up, please be aware that there is no time allocated for a fitting in the "Showroom Pick-Up" option, and you will have to book an appointment via phone, Whatsapp, e-mail, social media or through or booking system available on the 'Contact Us' page in order to avoid disappointment. Otherwise, the fitting room may not be available due to existing bookings, and a rushed visit would be unfair both to you and the customers who have booked their visit prior.