We receive hundreds of social media messages every day, and it’s not possible to safely manage custom orders via Instagram or Facebook. Messages get lost, accounts may change, and conversations on social media cannot be reliably linked to an order placed on our website — which creates a high risk of mistakes.
📧 All custom order consultations are handled only via email basiliskhairs@gmail.com.
Email keeps everything in one place and connected to your order, so we can guarantee accuracy, keep records of decisions, and avoid confusion.
🔒 Data protection & identity verification:
We cannot provide order details or make changes based solely on social media messages. Even if you provide an order number, and even if the name shown in your profile matches the name on the order — social networks allow anyone to choose any display name. Very often people contact us with completely different names, and we have no way of knowing if it is really you or someone trying to impersonate you. To protect your personal data and your order information, we only confirm or provide details about existing orders via email.
If you have a question about an order that has already been placed, you must write from the same email address used when placing the order. (Even better if you reply directly to your order confirmation email — it already contains details of what you ordered, where it’s being shipped, and the expected delivery time.)