Returns & Exchanges
Almost all of the items you find in our shop are CUSTOM ORDERS, this means that everything is made specifically upon purchase on your own size and preferences.
Since everything is custom made by hand we generally cannot accept returns and/or offer refunds on custom/lingerie items (due also to hygienic reasons) but feel free to contact us if there's any kind of issue with your order, we will do our best to find a solution together.
If you bought a non-custom READY MADE item (listed in our Ready to Own section) and the item you purchased arrives damaged, not as described etc. please contact us within 5 days from receiving the parcel for a refund.
We remind you RETURN SHIPPING COSTS ARE BUYERS RESPONSIBILITY.
Your refund will be issued once we get the damaged/wrong item back and will NOT include shipping fees.
For further info don't hesitate to contact us.
READY TO OWN INFOS
For Ready to Own/ non-custom garments we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll give you further info on how to proceed.
Due Hygiene reasons we do not accepts returns for the bottoms of lingerie and swimwear.
Please notice return shipping costs are buyers responsibility.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty and lingerie products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item.
Some items cannot be returned to us.
For health and safety reasons, we can’t accept the following items back for return:
- Swim and Bodysuits
- It's fine to try an item but don't actually wear or wash it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you an exchange or refund and we may have to send it back to you (and ask you to cover the delivery costs). This does not affect your statutory rights.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
INFO TO RETURN PACKAGE
If your package is coming back EXTRA-EU (for example CANADA/USA ETC) on your package it have to be the following frase:
“cancellation of an order”
"duty-free return according to article 203 of the customs code - CDU - (Reg. 952/2013)"
To avoid any extra Duty customs fees. In case of missing and we will be charged from custom importing tax it will be deducted from your total.