Frequently Asked Questions

Where are you based?

Our atelier and showroom are on Bill Clinton Boulevard in Prishtina, Kosovo. The showroom is open Monday to Saturday, 10:00–18:00.

Are the gowns made to order?

Yes. Every gown is made after you order it. The gowns you see in our photos are samples.

How long does a gown take?

Most gowns take about 20 working days to make, and some designs need longer. DHL delivery then usually takes 3–4 business days, plus any time in customs. If you have an event date, tell us before you order and we will confirm the timing for your gown.

Which sizes can I order?

Standard sizes XS to XL (see the size chart on each gown's page), or a gown made to your own measurements. For a custom size, have your measurements taken by a professional seamstress and send them to us on WhatsApp with the name of the gown.

Do I need a fitting?

For a custom-made gown, at least one fitting at our atelier gives the best fit. If you live abroad and can't come to Prishtina, professional measurements are the next best thing.

Can I change the colour or details of a gown?

Ask us on WhatsApp before you order. We will tell you what is possible for that gown.

Will I see my gown before it ships?

Yes. Before shipping, we send you a detailed video of your finished gown.

Do you ship worldwide?

Yes, with DHL, and shipping on our gowns is free. Orders leave the atelier Monday to Friday, and you receive a tracking number as soon as your gown ships.

Who pays customs duties and import taxes?

Our prices do not include import duties or taxes. They depend on your country's rules and are paid to the courier on delivery. If a parcel is refused or the duties aren't paid, it comes back to us and the order can't be refunded.

Can I return or exchange a gown?

Because every gown is made to order for you, we don't accept returns or exchanges. If something is wrong when your gown arrives, contact us within 24 hours with photos and we will look into it.

Can I cancel an order?

Contact us as soon as possible. Cancellations within 24 hours of payment are refunded in full. Between 24 and 72 hours, 50% of the price is refunded, and between 72 and 120 hours, 30%. After 120 hours we can't offer a refund. The full terms are in our Terms of Service.

How can I pay?

By card (Mastercard), Paysera or bank transfer. We start making your gown once payment is confirmed.

How do I get in touch?

Message us on WhatsApp at +383 46 504 400 or email info@kimetemustafa.com. We answer Monday to Saturday.