Refund policy

We offer a 30-day return window. This includes the EU statutory 14-day cooling-off period plus 16 additional goodwill days.

What you need to know before starting a return

To be eligible for a return, the item must be:

  • In the same condition you received it
  • Unworn, unwashed, with all tags attached
  • In its original packaging
  • Accompanied by your order number or proof of purchase

The customer covers return shipping cost (typically €5–€15 depending on country and carrier). This is standard EU practice for online distance sales under Directive 2011/83/EU. We cover return shipping only in cases of damaged, defective, or incorrectly shipped items (see "Damages and issues" below).

How to start a return

  1. Email us at sharm.collection.bg@gmail.com with your order number and the reason for return

  2. We'll reply within 1 business day with confirmation and the return address

  3. Send the parcel to one of our courier pick-up points (use the same courier as your original delivery if possible, or whichever is closest to you):

    Speedy office — West district, Blagoevgrad: ul. Slavyanska 83, next to Pizzeria Bonjour Blagoevgrad 2700, Bulgaria (in Bulgarian: ул. Славянска № 83, до Пицария Бонжур, ЖК Запад, гр. Благоевград 2700)

    — or —

    Econt office "Konceto" — central Blagoevgrad: ul. Ivan Mihaylov 58A, across from the sports boarding school Blagoevgrad 2700, Bulgaria (in Bulgarian: ул. Иван Михайлов 58А, срещу спортния интернат, гр. Благоевград 2700)

    Address the parcel to: Sharm Collection EOOD, EIK 208386189

  4. Once we receive and inspect the return, we'll process the refund

Items returned without prior contact may not be accepted, as we cannot match them to an order.

Non-returnable items — Swimwear hygiene

For hygiene and consumer safety, swimwear cannot be returned once the hygiene seal/sticker has been removed. This is permitted under Article 16(e) of EU Consumer Rights Directive 2011/83/EU for goods sealed for health protection reasons.

How to try swimwear safely: keep your underwear on during fitting and do not remove the hygiene seal. If the swimsuit doesn't fit, return it with the seal still attached and follow the standard return process.

Damages and issues — we cover the cost

Please inspect your order on delivery (for Cash on Delivery in Bulgaria, you may inspect before paying the courier). If your item is defective, damaged, or you received the wrong item:

  1. Contact us within 48 hours of delivery at sharm.collection.bg@gmail.com
  2. Include photos showing the issue
  3. We will arrange either a free replacement or a full refund including original and return shipping costs

European Union 14-day cooling-off period (statutory right)

If you are based in an EU member state, you have an unconditional right to cancel and return your order within 14 days of receipt for any reason — no justification required. This is the minimum legal standard; our 30-day window goes further.

The cancellation rights above do not apply to:

  • Swimwear with hygiene seal removed
  • Items damaged through use, washing, or alteration after delivery

Exchanges

The fastest way to get a different size or color is to return the original item and place a new order once your return is confirmed. We do not perform direct exchanges, as it tends to slow the process and increases the risk of stockouts.

Refunds

We will email you once your return has been received and inspected, confirming whether the refund was approved.

Payment method used Refund destination Processing time
Card (Visa / Mastercard / Apple Pay / Google Pay) Original card 5–10 business days
PayPal PayPal account 1–3 business days
Klarna Klarna (auto-cancels installments) 1–3 business days
Cash on Delivery (Bulgaria only) Bank transfer to your IBAN 5–10 business days

For COD orders: please include your IBAN and account holder name in the return email so we can process the refund. Without IBAN we cannot process a refund.

It can take additional time for your bank or payment provider to post the refund to your statement.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at sharm.collection.bg@gmail.com.

Sale and bundle items

Discounted items and bundles are returnable under the same conditions as full-price items. We do not exclude sale items from the return policy.

Questions

For any return-related question:

Sharm Collection EOOD (Шарм Колекшън ЕООД) EIK (company ID): 208386189 Registered office: ul. Ivan Mihaylov 64, Blagoevgrad 2700, Bulgaria 

Not registered for VAT under art. 96 of Bulgarian VAT Act (micro-business)