Terms and Conditions of Return and Exchange
Need to return an item? We would be happy to help you do that.
Your satisfaction is very important to us! If you are not satisfied with your order, you may exercise your right to return or exchange the purchased products. You can return or exchange any item, except custom ones, within 30 days of receiving your original order. Please contact us within 14 days of delivery to give you instructions how to return or exchange the items. Please note that after that period of time exchanges or returns will not be possible.
We offer two options for returning an item:
1. We can arrange a paid return shipping via DHL. The cost of the shipping depends on the items and location of the client. If you wish to know more about this option, please send us a personal message.
2. The customer can arrange the delivery themselves. NOTE! It is very important you contact us before sending anything back so we can give you proper address and instructions!
If you wish to exchange an item, you can do it for a different size, color, or for a different item as well. In order to do that you have to send back to us the item you would like to exchange first. When we receive the item we will contact you so we can discuss further actions. Please note that in case of exchanging an item for one that is more expensive you are obligated to cover the difference in price.
Buyers are responsible for return shipping costs. When an item is sent for exchange, we will cover the shipping coast when sending the new item.
All returned items will be carefully checked upon receiving. The items are your responsibility until they reach us so make sure you pack them safely and make sure they will not get damaged on the way back. The items must be unworn, unwashed and in their original condition. The tags must be on. If the tags are not on the items we would not accept returns or exchanges. If an item is not returned in its original condition but has traces of usage, such as make up stains, deodorant stains, etc., a certain amount will be deducted from the refund. If an item is not returned in its original condition, the buyer is responsible for any loss in value.
Please note that we do not take responsibility for lost packages! If the package gets lost, no returns and exchanges will be possible.
NOTE! We do not accept returns or exchanges for customized items.
We do not accept cancellations on orders which are already shipped. If for any reason you need to cancel your order, please contact us as soon as possible.
When sending the items back, please do not forget to include a note with your order number and name.
If you have any questions about our return policy, please contact us.
MADE TO ORDER
We run a small business with our own designs which we hand made. That requires time for obvious reasons. We do not want to speed up the production as this may lead to poor quality. We need to give each product its needed time. We prefer to do that and be delayed but make sure we will provide the best quality that we believe our clients deserve either than send it fast but with poor quality. Hand making process is not just fabrication for us it is a way to put our love and commitment to what we do in the final product.
Usually we will need 1-2 weeks to make the order before ship it. The reason we do not want to give exact dates for delivery is because the process of creating is difficult and may change for several reasons. We might think your order will be ready for shipping on the next day but in the end, when our quality control is checking they might find out something is wrong and we might need additional time to fix it and we might not be able to send it in the timing we have promised.
There might be an unexpected circumstances that may also affect the time of production and/or delivery. Custom made items as well as bigger orders may take longer due to their original character. In time of sales and events the proceeding time can be extended.
DELIVERY
NOTE! THIS TIMING IS FOR THE SHIPPING ITSELF! WE NEED TIME FOR PRODUCTION.
At your checkout you can choose between standard and express shipping.
The standard delivery time for Europe takes around 10-14 working days. (Weekends and Holidays not included!)
The delivery time for the rest of the world takes around 20 working days. (Weekends and Holidays not included!)
The express delivery takes 2-3 days to Europe and 3-5 days to the rest of the world.
NOTE! THIS TIMING IS FOR THE SHIPPING ITSELF! WE NEED TIME FOR PRODUCTION.
Please NOTE that during Holidays and special events there might be unexpected delays with delivery. We do not take responsibility for that as we do not control logistics.
PLEASE NOTE:
We do NOT ship during national holidays and weekends
Delays due to weather conditions, holidays seasons, late flights, etc. can occur – unfortunately we are not able to control them
Custom made items may take longer due to their original character
In time of sales and events the proceeding time can be extended
While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
So please provide us with the most up-to-date, accurate and detailed shipping information with your phone number for the shipping. Your cooperation is greatly appreciated.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.
We want you to have the best online shopping experience, so if you have any problems with your order, please contact us.
Important information about the deliveries during the quarantine
With reference to the complicated situation, we would like to inform you of approximate delivery times and the possible delays for some areas:
Quarantine Countries Reported Delays in Delivery Due to Covid-19 Measures:
- Australia, Austria, Belgium, Canada, Denmark, Estonia, Egypt, Germany, France, Ireland, India, Israel, Jordan, New Zealand, Kazakhstan, Lithuania, Poland, Portugal, Russia, Slovakia, Serbia, Ukraine, USA, Kosovo, Norway, Singapore, Spain, Sweden, Switzerland, Thailand, United Kingdom
- Shipments to France are only delivered on Wednesday, Thursday and Friday.
- Shipments are not accepted and shipped to China and Hong Kong.
- Italy - Currently, the average delay in the delivery of shipments is between 5 and 6 working days, due to the prioritization of emergency supplies and the slow movement between cities due to quarantine measures. Delivery is made to all areas.
For the quarantine areas listed below, no delivery is still being made:
80039 SAVIANO – NA
00063 CAMPAGNANO – RM
65010 PICCIANO – PE
64030 MONTEFINO - TE
64031 ARSITA -TE
64033 BISENTI - TE
64034 CASTIGLIONE MESSER RAIMONDO -TE
64035 CASTILENTI - TE
89064 MONTEBELLO JONICO - RC
87038 SAN LUCIDO - CS
85047 MOLITERNO - PT
88842 CUTRO - KR
- Spain - Pursuant to Royal Decree 463/2020 on the declaration of a state of emergency, dated 14 March, the national operator Correos Group gives priority to the supply of essential goods or those originating from government bodies. There are possible delays in the deliveries.
To minimize contact between people, the courier can deliver the items to the mailboxes, as long as the size allows it, leaving updated status for the access in the electronic tracking of the items.
- USA - USPS issued a formal statement that it was not possible to guarantee the time of domestic deliveries due to the huge volumes of consignments currently in customs and transit centers and the decreasing number of couriers. Couriers do not collect signatures for delivery of consignments in order to protect the lives and health of postal employees.
- UK - average delivery time increased to 8-10 business days, with transit times of 5-6 business days reported for the areas around London.
Important: In most countries, deliveries are made without the signature of the customer, in order to reduce the risk of contamination of the courier or customer.
Please note that in addition to the areas mentioned above, due to the complex situation around the world, delays in shipments have been reported. These are circumstances that do not depend on us and change dynamically depending on the domestic security measures taken in each country.
We would like to assure you that both we and all the couriers we work with have taken the utmost care and disinfection so that the shipments arrive in a safe condition to the customer.
If you have any questions about regional delivery, please do not hesitate to contact us!
Thank you for your patience and understanding in this difficult situation!
