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FAQ
Can I change or update my order?
Can I change or update my order?
Since we process our orders quickly, in most cases it’s not possible to change or update your order. You can however e-mail us at hello@simples.bg or try to reach us on chat and we will do our best to accommodate any changes before the order is packed for shipment. Please note however that this is not always possible.
What's your return policy?
What's your return policy?
For all months of the year you can return within 30 days. Please make sure all returned products are unworn, unwashed, and neatly folded in the original packaging including all tags. If you fail to do so, we will not accept your return.
For Refunds, we ask you to cover the return shipping. The money will be refunded to the same method you used to pay for that order.
What do I do if my order is delayed?
What do I do if my order is delayed?
Occasionally, shipping carriers experience delays for various reasons. We kindly ask you to be patient. If, however, you believe your parcel is lost, please contact us at hello@simples.bg and we’ll help you out.
Are you looking for collaboration partners?
Are you looking for collaboration partners?
Interested in working with us? Awesome! Please apply for collaborations here.
What's the status of my order?
What's the status of my order?
We process all orders within 2 working days after the order was placed. You’ll receive a shipping confirmation as soon as your order leaves our warehouse. Please note that we only pack orders on working days and that it can take up to 1-2 business days for your tracking link to update. If you did not receive a shipping confirmation after 2 working days, you can always reach out via the live chat or at hello@simples.bg, and we’ll be happy to help!
What size am I?
What size am I?
We know online shopping can be tricky for fit and sizing. We have done our best to create a size guide that can help you find the right size — you can find the size-chart on all of our product pages. If you’re in between sizes, do not hesitate to contact us at sizing@simples.bg.
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Orders & Shipping
Can I change or update my order?
Can I change or update my order?
Since we process our orders quickly, in most cases it’s not possible to change or update your order. You can however e-mail us at hello@simples.bg or try to reach us on chat and we will do our best to accommodate any changes before the order is packed for shipment. Please note however that this is not always possible.
Be aware that our contact hours for chat and e-mail are Monday – Sat 09:00 – 18:00 EET.
I think my package is lost.
I think my package is lost.
If you have any issues with your order once it has left our warehouse, please contact your chosen courier, as they are the best at locating your package. If you’re in doubt about the status of your parcel, just send us a message at hello@simples.bg and we’ll be happy to help you track down your parcel.
What's the status of my order?
What's the status of my order?
We process all orders within 2 working days after the order was placed. You’ll receive a shipping confirmation as soon as your order leaves our warehouse. Please note that we only pack orders on working days and that it can take up to 1-2 business days for your tracking link to update. If you did not receive a shipping confirmation after 2 working days, you can always reach out via the live chat or at hello@simples.bg, and we’ll be happy to help!
Can I refuse a package upon delivery?
Can I refuse a package upon delivery?
If you do not wish to receive your package for whatever reason, you can refuse it and it will be automatically returned to us. If you refuse your package, let us know at hello@simples.bgso we can refund you for your order once we have received it back at our warehouse.
What do I do if my order is delayed?
What do I do if my order is delayed?
Occasionally, shipping carriers experience delays for various reasons. We kindly ask you to be patient. If, however, you believe your parcel is lost, please contact us at hello@simples.bg and we’ll help you out.
Where do you ship to and what is the expected delivery time?
Where do you ship to and what is the expected delivery time?
We ship only in Bulgaria for now. The expected delivery time is 2-3 days.
Where does Simples ship from?
Where does Simples ship from?
All orders are shipped from our warehouse in Bulgaria, Sofia.
Do you deliver to US P.O. boxes, APO, FPO and DPO destinations?
Do you deliver to US P.O. boxes, APO, FPO and DPO destinations?
No, currently we cannot accommodate orders shipped to the above mentioned options.
Will I be charged duties and taxes?
Will I be charged duties and taxes?
Within the European Union no duties or taxes will apply. For international shipments outside the European Union, there may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Simples does not have any control over these fees and cannot advise as to what the costs will be, as they vary from country to country. For more information, please contact your local customs office.
Do you process orders on weekends?
Do you process orders on weekends?
No, we only process orders from Monday to Friday.
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Sizing
What size am I?
What size am I?
We know online shopping can be tricky for fit and sizing. We have done our best to create a size guide that can help you find the right size — you can find the size-chart on all of our product pages. If you’re in between sizes, do not hesitate to contact us at hello@simples.bg.
What if the size I order doesn’t fit?
What if the size I order doesn’t fit?
If the size you order doesn’t fit you can exchange it for another size. Please bear in mind that shipping goods back and forth generates unnecessary greenhouse gases that are accelerating climate change. We encourage you to choose your items carefully to avoid unnecessary return shipments.
Is there anywhere I can try on your products?
Is there anywhere I can try on your products?
Send us a mail at sizing@simples.bg and our team will be happy to help you find a local retailer for you to try our products. If there are no options near you, we’ll do our best to help you find the right fit.
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Exchange & Returns
Are returns free?
Are returns free?
We offer free return shipping for exchanges. If you are returning your products for a refund, we ask you to cover the return shipping cost which will be deducted from your refund amount.
Can I exchange something for a different product?
Can I exchange something for a different product?
Send us a mail at hello@simples.bg and our team will be happy to help you.
Can I try on my products?
Can I try on my products?
We understand that you have to try on your basics to know if they fit, but please keep in mind that if there are remnants of makeup, deodorant, and/or perfume on them, we cannot accept the return. We also ask that when trying on our underwear, you have another pair underneath.
What's your return policy?
What's your return policy?
For all months of the year you can return within 30 days. Please make sure all returned products are unworn, unwashed, and neatly folded in the original packaging including all tags. If you fail to do so, we will not accept your return.
For Refunds, we ask you to cover the return shipping. The money will be refunded to the same method you used to pay for that order.
What do I do if my product is faulty?
What do I do if my product is faulty?
If you received a faulty product, please send an image to hello@simples.bg and we will be happy to help you replace the product.
How fast will my return be processed?
How fast will my return be processed?
You have 14 days to register your return after receiving your order. Once you register your return, you have 7 days after receiving your return label to drop off your return parcel with Speedy.
Depending on where you live, it can take up to 7 days for your return parcel to reach us. We process incoming returns on a running basis, and will be in touch with you about your refund or exchange once your return has been processed at our warehouse.
For refunds, it depends on your bank and it may take up to 14 days for the money to be visible on your account.
Can I return multiple orders together?
Can I return multiple orders together?
Unfortunately, this is not possible. Each order number needs to be registered separately in our return system, and returned as separate parcels so our warehouse can identify your order.
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Payment
What payment methods do you accept?
What payment methods do you accept?
We accept major credit cards including Visa, MasterCard, and Paypal.
If one of these payment methods was declined, email us at hello@simples.bg and we will help you figure out what went wrong.
Can I use multiple discount codes on one order?
Can I use multiple discount codes on one order?
No, unfortunately it is not possible to combine discount codes on one order.
Do you accept bank transfers?
Do you accept bank transfers?
No, unfortunately not.
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Materials & Care
What materials do you use for your products?
What materials do you use for your products?
We use certified 100% organic sustainable materials for our products. You can read about our materials here and on the individual product pages.
What do I do if my product is faulty?
What do I do if my product is faulty?
If you received a faulty product, please send an image tohello@simples.bg and we will be happy to help you replace the product.
How should I wash my simples?
How should I wash my simples?
We recommend washing all your simples on low temperature using a gentle detergent. It’s better for the environment and better for your simples. You can find the exact recommendations on the inside of your garment!
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Sustainability
What certifications do you have?
What certifications do you have?
Our organic cotton collection is made with GOTS-certified organic cotton. This is an independent certificate for our supply chain that includes both ecological and social criteria.
It is also certified STANDARD 100 by OEKO-TEX®. This ensures that every single component and ingredient of our products (e.g. sewing thread, textile, and prints) have been thoroughly tested and include no harmful substances.
What materials do you use?
What materials do you use?
We pick every single fabric based on its environmental footprint and lifetime durability. That means natural, renewable, recycled, biodegradable and or low-impact textiles only.
Are your products vegan-friendly?
Are your products vegan-friendly?
Yes, all our products are PETA Approved vegan friendly.
How are your products produced?
How are your products produced?
We only work with trusted, certified factory partners – these are the good guys. They have the same sustainable vision as us and follow it through by continuously reducing their environmental footprint. These factories also ensure that their workplace is free of child labor and forced labor, their workers are surrounded in a safe working space, paid a living wage, offered employee perks like free lunch and childcare and of course, they are treated with respect at all times. We currently produce in Bangladesh.
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Get in touch
Customer Love
Customer Love
Is there anything else on your mind that you can’t find the answer to? Send us a message on the live-chat or send an email at hello@simples.bg.
We’re happy to chat.
Partnerships & Influencers
Partnerships & Influencers
If you’d like to use your Instagram profile, blog, magazine, podcast or YouTube channel to help us spread the word about our sustainable basics, send us a email at partnerships@simples.bg. Be sure to include links to your platforms as well as some information about the kind of content you produce!
Sizing
Sizing
Can’t quite decide which size would be best? Send us an email at at sizing@simples.bg and we’ll help you find the right size.
Returns
Returns
Issues with returns or exchanges? Send us an email at returns@simples.bg and we’ll be happy to help.