Refund policy
Returns
Refundable returns are not acceptable. The right of refundable return specified by the European Union for canceling and returning an order within 14 days, does not apply to goods made to order or personalised, as the most of our products are. In the rare case of a faulty delivery, the customer must contact our company within 24 hours from the time of receiving. To prevent the need of exchanging, we are always glad to help with sizing enquires or any other doubt you may have about our styles.
If you need to return your item, please email elsmira@gmail.com.br and tell us your name and order number in the subject, stating why you wish to exchange your item. We will reply with detailed instructions, return address and arrange for it to be processed as soon as possible.
Items to be returned must:
Be in original condition, unworn, unwashed with all original tags still attached.
All items to be exchanged need to returned within 3 days of receiving your goods. Once we have received the item for exchange, please allow another 5 business days for your exchange to be analyzed and processed.
Please note that orders must be returned from within the same country they were originally shipped to. Your items must be returned in the original packaging, including garment bags and other signature packaging materials.
Returns that do not meet our policy will not be accepted and will be sent back to you.
All our styles are handmade with care and are inspected before being shipped to ensure the highest quality garments are being sent to you. We are glad to replace or repair due to a manufacturing fault but not normal ‘wear and tear’.
We can offer you an online store credit or a replacement as soon as possible.
Please follow the care instructions on your styles to prolong the life of your garment.
Please make sure to follow customs procedures when dispatching the pieces back by Courrier. When returning an item, you must inform the exporting freight agent that the item is traveling under temporary export for repairs to be carried out, and following repair the item will be returned back to you.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us elsmira@gmail.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at elsmira@gmail.com and send your item to: via Aurelia, pal.G, 00165 Rome RM, Italy.
Shipping
To return your product, you should mail your product to: via Aurelia 641, pal.G, 00165 Rome RM, Italy
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refundable returns are not acceptable. The right of refundable return specified by the European Union for canceling and returning an order within 14 days, does not apply to goods made to order or personalised, as the most of our products are. In the rare case of a faulty delivery, the customer must contact our company within 24 hours from the time of receiving. To prevent the need of exchanging, we are always glad to help with sizing enquires or any other doubt you may have about our styles.
If you need to return your item, please email elsmira@gmail.com.br and tell us your name and order number in the subject, stating why you wish to exchange your item. We will reply with detailed instructions, return address and arrange for it to be processed as soon as possible.
Items to be returned must:
Be in original condition, unworn, unwashed with all original tags still attached.
All items to be exchanged need to returned within 3 days of receiving your goods. Once we have received the item for exchange, please allow another 5 business days for your exchange to be analyzed and processed.
Please note that orders must be returned from within the same country they were originally shipped to. Your items must be returned in the original packaging, including garment bags and other signature packaging materials.
Returns that do not meet our policy will not be accepted and will be sent back to you.
All our styles are handmade with care and are inspected before being shipped to ensure the highest quality garments are being sent to you. We are glad to replace or repair due to a manufacturing fault but not normal ‘wear and tear’.
We can offer you an online store credit or a replacement as soon as possible.
Please follow the care instructions on your styles to prolong the life of your garment.
Please make sure to follow customs procedures when dispatching the pieces back by Courrier. When returning an item, you must inform the exporting freight agent that the item is traveling under temporary export for repairs to be carried out, and following repair the item will be returned back to you.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us elsmira@gmail.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at elsmira@gmail.com and send your item to: via Aurelia, pal.G, 00165 Rome RM, Italy.
Shipping
To return your product, you should mail your product to: via Aurelia 641, pal.G, 00165 Rome RM, Italy
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.