Every day in our stores in Velingrad we hear the same questions – about sizes, returns, and opening hours. We have gathered the ten most frequently asked and answer them briefly and clearly, so you do not have to wait in line or call unnecessarily. If your question is not among them, write to us at shop@roberto.bg.
1. Do you have this size in the store?
The most reliable way to find out is to ask us directly – call us on +359 892 030 004 or +359 890 115 455, or write to us at shop@roberto.bg and we will check the availability in the specific store. The assortment on the rack and online is not identical, so if the model is sold out, we can often order it or offer a close alternative. If the model is available online, you can order it and receive it in 2–5 business days or pick it up from the store after checking with us. For larger sizes, we have a separate Roberto Plus Sizes store at 210 Sadyedinenie Blvd.
2. Can I try on the item in-store?
Yes, all our stores in Velingrad have fitting rooms where you can comfortably try on the clothes or shoes before deciding. If the size does not fit, our staff will bring you the next size or a similar model. The fitting rooms are available throughout opening hours, and on Sundays – until 16:00. This way you buy only what really looks good on you – without unnecessary returns.
3. Can I return an online order in-store?
Yes. You can return an online order in person at a store in Velingrad – bring the item with the original tags and packaging, as well as proof of purchase. However, you must first request the return in advance at shop@roberto.bg, because items brought without a pre-requested return are not accepted. After approval, you will receive instructions and, if necessary, a return label.
4. Are you open on Sundays?
Yes, we are open on Sundays – from 10:00 to 16:00. On the other days of the week, from Monday to Saturday, the stores are open from 10:00 to 18:00. Sunday is usually quieter, so if you want to try on several models without rushing, this is a good time.
5. How long does delivery take and how much does it cost?
Standard delivery in Bulgaria takes 2–5 business days. We deliver mainly with Econt – to an office, parcel locker, or address, and if needed, also with Express One or Pigeon Express. Delivery costs €3 to an office or parcel locker and €4 to an address, and is free for orders of €100 or more. Every shipment can be tracked – you receive tracking numbers as soon as the shipment leaves. For EU countries, the timeframe is 3–8 business days, the price is from €5, and for orders over €200, delivery is free.
6. What payment methods do you accept?
Online we accept Visa and Mastercard cards, Apple Pay and Google Pay, and with Econt delivery – cash on delivery. In the store you can also pay by card. All online payments go through secure channels and your card details are not stored by us. If you have a question about a specific payment method, write to us before completing the order.
7. Can I exchange an item for a different size or color?
Yes, but with us, an exchange is carried out as a return of the purchased item and a separate new purchase of the desired size or color. First, request a return at shop@roberto.bg, and then place a new order or choose the new item in the store. This way you always get exactly what fits you. If you are not sure which size to choose, our staff in the store will help you with measurements on the spot.
8. How many days do we have for returns and how do I request it?
You have 14 days from receiving the order – the standard period for cancellation in the European Union. The item must be unworn, unused, with tags and original packaging, and with proof of purchase. Request the return at shop@roberto.bg, receive instructions and a label, and the refund is issued via the original payment method within 10 business days. Gift vouchers are not returnable.
9. Do you offer custom-made clothing?
Yes. We offer custom-made suits, shirts, and costumes, and the timeframe is between 1 and 3 weeks. You can receive the finished item with delivery or pick it up in person at the store, where we perform a final fit check. For production, we use fabrics such as Italian merino wool, organic cotton with GOTS certification, and European linen. To book an appointment for measurements, it is best to write to us in advance at shop@roberto.bg.
10. How can I contact you and where are the stores located?
Our stores in Velingrad are three: the flagship Roberto Fashion at 115 Sadyedinenie Blvd., Roberto Plus Sizes at 210 Sadyedinenie Blvd., and Limited Editions by Roberto at 1A Yundola St. Contact us at shop@roberto.bg or by phone at +359 892 030 004 and +359 890 115 455. For courier returns, send the shipment to the address Velingrad, 115 Sadyedinenie Blvd., 4600.
Didn't you find the answer?
If you have a question that is not on the list, write to us at shop@roberto.bg – we will answer and add the answer here. The list is not final – if our customers frequently ask about something that is missing here, we will add it.