FAQ

Frequently Asked Questions

Everything you need to know before and after you order. Can't find it here? Email support@zomamoda.com — we reply within 24 hours on business days.

Jump to: Made to Order · Sizing · Care · Orders · Shipping · Tracking · Problems · Returns · Sustainability · Customs · Payment

Made to Order & Production

How does made-to-order production work?

We don't hold any inventory. Not one shelf, not one box.

When you place an order, it goes straight to one of our fulfillment partner's production facilities, where your item is printed, embroidered, cut, or assembled specifically for you. Production takes 2–5 business days, and only then is your parcel handed to a carrier.

So the full picture is:

Total delivery time = 2–5 business days production + shipping time for your region

It's a few days slower than a warehouse model. In exchange, nothing we make ends up in a landfill because it didn't sell.

Why does it take 2–5 days to make?

Because it's an actual manufacturing process: your design is printed or embroidered onto a specific garment in a specific size and colour, cured or finished, quality-checked, and packed. Embroidered items (dad hats) and non-apparel items (glass cutting boards, spiral notebooks, drawstring bags) usually take the longer end of that window.

During launches and peak season (mid-November to December), production can run slightly longer. We flag it on-site when it happens.

Where are my items made?

At global fulfillment hubs, and your order is routed to whichever is closest to you:

EU: Latvia, Spain
UK: UK facility
North America: multiple facilities across the USA and Canada
Rest of World: partner facilities including Japan, Australia, and Brazil, where available

This keeps delivery fast and usually avoids customs entirely.

Why did my order arrive in two separate parcels?

Because different products are made at different facilities. If you ordered a hoodie and a glass cutting board, they may be produced in different places and arrive on different days with separate tracking numbers.

Your checkout total already accounted for this — nothing extra is ever charged after you pay. Check your email for a second tracking link before assuming something is missing.

Sizing & Fit

How do I choose the right size?

Check the size chart on the product page before ordering. Every product page has one, and it's specific to that exact garment — sizing is not consistent between styles. A unisex heavyweight hoodie fits nothing like a fitted women's tee.

The single most reliable method:

Take a garment you already own and love the fit of.
Lay it flat and measure the chest width (armpit to armpit) and body length (shoulder seam to hem).
Match those numbers to the flat measurements on our chart.

This beats guessing your "usual size" every time.

What if I'm between sizes?

For hoodies, sweatshirts, and anything you'll layer over an apron, size up — most of our bakers prefer the roomier fit. For tees you want fitted, stay true to size.

Still unsure? Email support@zomamoda.com before ordering with the product name and your measurements. We'll tell you exactly which size to pick. This takes us two minutes and saves you a lot of frustration.

Can I exchange it if the size is wrong?

Unfortunately not. Because your item was made specifically for your order, it can't be returned to stock or resold — accepting the return would mean destroying a brand-new garment. That's why we push so hard on the size chart. Full details in our Return & Refund Policy.

Do the garments shrink?

Our cotton and cotton-blend garments may shrink slightly (typically 3–5%) on a first hot wash. Wash cold and either hang dry or tumble dry low and you'll avoid essentially all of it — and your print will last far longer too.

Care & Washing

How do I wash printed and embroidered items so they last?

Treat them like a good loaf: gently, and without shortcuts.

Do:

Turn the garment inside out before washing
Wash cold (max 30°C / 86°F) on a gentle cycle
Wash with similar colours
Use a mild detergent
Hang dry where possible, or tumble dry on low
Iron inside out on low heat

Don't:

❌ Iron directly onto the print or embroidery — this is the single most common way people ruin a garment
❌ Use bleach, oxygen bleach, or fabric softener (softener coats fibres and dulls prints)
❌ Dry clean
❌ Tumble dry on high heat
❌ Leave it wet and balled up in the machine overnight

What about aprons that get flour and butter on them?

Aprons are meant to be used. Shake off dry flour before washing, treat oil and butter stains with a little dish soap directly on the spot before the wash, then follow the same cold-wash, inside-out, low-heat rules above. Avoid the temptation to boil-wash — it'll get the stain out and take the print with it.

How do I care for the glass cutting boards?

Our cutting boards are tempered glass, so they're far lower-maintenance than wood — non-porous, stain-resistant, and they won't hold onto garlic or starter smells.

Hand wash with warm water and mild soap, or put them on the top rack of the dishwasher
Use the printed side up for serving and the blank side for cutting if you want the design to stay pristine — glass is hard on knife edges, and knives are hard on printed surfaces
Never take one straight from the fridge to a hot hob, or pour boiling liquid onto a cold board — thermal shock is the one thing that will crack tempered glass
Don't use abrasive scourers or bleach-based scrubs on the printed face
Always let it cool before washing after contact with anything hot

Changing & Cancelling Orders

Can I change or cancel my order after placing it?

Only within 2 hours of ordering, and only if production hasn't started.

Email support@zomamoda.com with the subject line URGENT CHANGE — your order number. If we catch it in time, we'll amend or cancel and refund you in full.

After that window — or once you get a fulfillment notification — the item is being physically made for you and cannot be changed, cancelled, or refunded. This includes size changes, design changes, and address corrections.

I entered the wrong address. What now?

Email us immediately with the subject URGENT ADDRESS CHANGE — your order number. Within the 2-hour window we'll fix it for free.

After that, we can't. If the parcel is undeliverable and returns to our facility, we can reship it at your cost (product + shipping). Please double-check your apartment number and postal code at checkout — it's the most common cause of a lost order.

Can I add an item to an existing order?

We can't merge orders once placed. Just place a second order — it'll ship separately.

Shipping & Delivery

Do you ship worldwide?

Yes. We ship to nearly every country, with a few exceptions for sanctioned or embargoed territories. If we can't ship to your destination, checkout will tell you.

How long will my order take?

Production (2–5 business days) + shipping time below:

Destination	Shipping time	Typical total
Germany	3–5 business days	5–10 business days
Rest of EU	4–8 business days	6–13 business days
United Kingdom	4–8 business days	6–13 business days
USA	3–7 business days	5–12 business days
Canada	3–7 business days	5–12 business days
Australia & New Zealand	8–15 business days	10–20 business days
Rest of World	8–15 business days	10–20 business days

These are estimates, not guarantees. Customs inspections, weather, strikes, and peak-season volume can push things longer. Full detail in our Shipping & Delivery Policy.

How much is shipping?

Calculated at checkout based on your destination and what's in your basket, and shown in full before you pay. Rates are flat by region and product type — roughly €4–5 for a tee within the EU, UK or US, and around €6.50–8 for a hoodie, rising for Canada, Australia and the rest of the world.

One thing worth knowing: because different product types are made at different facilities, an order with several product types can carry more than one shipping charge. You'll always see the full total before you pay, never after.

Do you offer express shipping?

Where express options are available for your destination, they appear as a choice at checkout. Note that express affects shipping only — the 2–5 business day production window still applies.

Will my order arrive before [holiday]?

We publish recommended order-by dates on-site each year ahead of the holiday season. Orders placed close to a holiday can't be guaranteed to arrive in time — mid-November onwards, order early.

Tracking Your Order

How do I track my package?

You'll get two emails:

Order confirmation — immediately after checkout. No tracking yet, because your item hasn't been made.
Shipping confirmation — sent when production finishes and your parcel is handed to the carrier. This one has your tracking link.

My tracking link doesn't show anything.

That's normal for the first 24–48 hours. "Label created" or "awaiting item" means the carrier has your parcel's data but hasn't scanned the physical package into their network yet. Give it two days.

I never got a tracking email.

Check spam and promotions folders first. Then email support@zomamoda.com with your order number and we'll resend it right away.

Tracking says "delivered" but nothing arrived.

Before contacting us, please check:

With neighbours and building reception
Any safe place — porch, shed, bin store, behind planters
Your local depot or post office (parcels are often "delivered" to a collection point)
Whether a card was left

If it still hasn't turned up, email us within 30 days of the estimated delivery date and we'll open a carrier investigation.

If Something Goes Wrong

What if my item arrives damaged, defective, or misprinted?

We fix it, free, and you keep or dispose of the faulty item — you never have to ship anything back.

Email support@zomamoda.com with the subject DEFECTIVE — your order number and include:

Your order number
Clear photos in good light showing the full item
A close-up of the specific problem
A photo of the shipping label, if you still have the packaging

Report within 30 days of delivery. Once confirmed, you choose: a free replacement or a full refund to your original payment method. Replacements go straight back into production (2–5 business days) and ship on standard timelines.

What counts as a defect?

Print cracking, peeling, or misalignment; wrong colour, size, or design versus your order confirmation; broken stitching, holes, or faulty seams; cracked or chipped hardgoods; damage in transit.

What doesn't: slight colour variation between your screen and the finished item, print placement variation within about ±1 cm, garment measurement tolerance of 2–3 cm, and damage from washing hot, ironing over the print, or ordinary wear. These are inherent to individually printed goods.

My package is lost. What now?

Email us with your order number within 30 days of the estimated delivery date. We open a carrier investigation on your behalf, and confirmed lost parcels are reshipped free or refunded in full.

How long do refunds take?

Approved refunds are processed within 5 business days and typically appear on your statement within a further 5–10 business days, depending on your bank or card issuer. Refunds always go back to the original payment method.

Returns & Exchanges

What is your policy on returns and exchanges?

Short version:

Situation	Outcome
Damaged, defective, or misprinted	✅ Free replacement or full refund, within 30 days of delivery
Wrong item sent	✅ Free replacement or full refund
Lost in transit	✅ Free reship or full refund, within 30 days of estimated delivery
Wrong size ordered	❌ Not returnable — items are made to order
Changed your mind	❌ Not returnable — items are made to order
Address entered incorrectly	↩️ Reship available at your cost
Parcel not collected from depot/customs	↩️ Reship available at your cost

Full terms: Return & Refund Policy.

Why can't I return something I just don't like?

Because it didn't exist until you ordered it. There's no shelf to put it back on, no other customer waiting for that exact size and design, and no way to resell it. Accepting change-of-mind returns would mean binning brand-new garments — which is precisely what the made-to-order model exists to prevent.

We'd much rather help you get it right the first time. Ask us about sizing before you order.

Don't I have a 14-day right of withdrawal in the EU?

For most online purchases in the EU, yes. But Article 16(c) of EU Directive 2011/83/EU specifically exempts "goods made to the consumer's specifications or clearly personalised" — which is exactly what every ZomaModa product is (§ 312g Abs. 2 Nr. 1 BGB in Germany).

Your rights regarding faulty goods are completely unaffected. The EU two-year legal guarantee of conformity, the UK Consumer Rights Act, and equivalent protections all still apply in full. Our 30-day photo-claim process is a fast-track service on top of those rights, not a replacement for them.

Do I have to send the faulty item back?

No. For confirmed defects we don't ask for the item back — shipping a faulty garment across a continent helps nobody and costs the planet more than it costs us. Keep it, repurpose it as a rag, or recycle it responsibly.

Sustainability & Materials

Are your products eco-friendly and sustainably made?

We're honest rather than boastful about this. Here's what's true:

What we do well:

Zero overproduction. We make one of a thing when one person wants it. No speculative inventory, no unsold stock burned, buried, or dumped.
No deadstock waste. The apparel industry's biggest environmental problem is producing clothes nobody buys. We structurally cannot do that.
Local fulfillment. Orders are routed to the facility nearest you, which cuts long-haul freight and avoids unnecessary customs.
Fewer returns, less reverse logistics. Made-to-order means far fewer parcels flying back and forth.
Quality over churn. We choose blanks that survive years of washing, because the most sustainable garment is the one you don't replace.

What we're honest about:

Printing and embroidery use energy and water. Made-to-order reduces waste; it doesn't eliminate impact.
Not every blank in our range is organic or recycled — we prioritise durability, and we're expanding our organic and recycled options as good ones become available.
Shipping individual parcels has a footprint. Local fulfillment helps; it isn't zero.

We'd rather tell you that than put a leaf icon on the page and call it a day.

What materials do you use?

Fabric composition is listed on every product page — typically ringspun cotton for tees and totes, and cotton-poly blends for fleece and hoodies. Dad hats are embroidered on structured cotton twill. Cutting boards are tempered glass. Spiral notebooks use quality paper stock with a durable printed cover. Stickers are printed on weatherproof vinyl.

Is your packaging sustainable?

Garments ship in poly mailers, most of which are recyclable at soft-plastic collection points. Hardgoods ship in cardboard, which is widely recyclable kerbside. We don't include catalogues, flyers, or tissue paper you'd throw away.

Customs, Duties & Taxes

How are customs fees and import duties handled?

It depends entirely on where you are:

EU deliveries are fulfilled from within the EU — no import duties. VAT is handled at checkout.
UK deliveries are fulfilled from a UK facility where possible; UK VAT is handled at checkout for eligible orders.
USA and Canada orders are fulfilled domestically where possible; any applicable sales tax appears at checkout.
Everywhere else: your order may be subject to import duties, customs fees, handling charges, and local taxes, set by your government.

Any such charges are the recipient's responsibility. We can't predict, control, or refund them. If you're unsure, check with your local customs office before ordering.

What if I refuse to pay customs charges?

The parcel is returned or destroyed. We're not able to issue a refund in that case, and any reshipment is at your cost. Please check your country's import thresholds before ordering.

Can you mark my parcel as a gift or declare a lower value?

No. Declaring a false value is illegal in most jurisdictions and we won't do it.

Payment & Security

What payment methods do you accept?

All major credit and debit cards, plus Shop Pay, Apple Pay and Google Pay. The full list available in your region appears at checkout.

Is my payment information secure?

Yes. The entire site runs on TLS/SSL encryption and payments are processed by PCI-DSS-compliant providers. We never see or store your full card number. More detail in our Privacy Policy.

What currency am I charged in?

The currency shown at checkout. If you've switched to a currency other than our base currency, the displayed price is an estimate based on prevailing exchange rates — your bank determines the final amount and may add a foreign transaction fee.

When is my card charged?

At the time you place your order, since production begins almost immediately.

Still Have a Question?

Email support@zomamoda.com — we reply within 24 hours on business days. Include your order number (from your confirmation email) and we'll get you a real answer on the first reply.

Happy baking. 🍞

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