Refund Policy
Order Processing & Cancellation
Due to our made-to-order production model, all custom items require 7-10 business days for processing before shipment. This extended timeframe ensures precise tailoring to your specifications. You may cancel orders within 24 hours of purchase by emailing [email protected]. After this window, cancellations cannot be accommodated as production begins. Please note that expedited processing is unavailable for custom pieces to maintain quality standards.
Returns & Exchanges
We offer a 21-day return window from delivery date—significantly longer than standard e-commerce policies—to account for international shipping times and garment evaluation. Custom items may only be returned for store credit (excluding monogrammed/personalized pieces), while standard sizing qualifies for refunds. Exchanges require identical production lead times (7-10 business days) as new orders. For fabric quality issues, we extend the return window to 30 days with complimentary return shipping.
Return Requirements
Custom garments must be returned in unworn condition with original packaging and all protective covers intact. Due to hygiene regulations, we cannot accept returns on undergarments or swimwear with removed hygiene seals. For made-to-measure items, please include the original measurement form. All returns must be shipped via tracked methods—we recommend insuring parcels for values exceeding $200. Note that returns lacking proper documentation will incur a 15% restocking fee.
Refund Processing
Refunds for approved returns are processed within 14 business days (excluding weekends and holidays) to accommodate thorough quality inspections. This extended period ensures each custom piece meets our re-sale standards. Credit card refunds may take 3-5 additional business days to appear on your statement depending on your financial institution. Store credit is issued immediately via unique digital codes valid for 12 months. Final sale items (marked "FS" on product pages) are excluded from all return policies.
International Returns
Cross-border returns are subject to customs documentation requirements. Buyers must clearly mark parcels as "RETURNED GOODS" with declared value under $50 USD to avoid duties. We cannot reimburse original or return shipping costs for international orders. Return shipping times may exceed 30 days for some regions—tracking numbers must remain valid for minimum 45 days. Lost returns without valid proof of postage cannot be compensated.
Damaged or Defective Items
Notify us within 72 hours of delivery regarding manufacturing defects. Include timestamped photos showing the issue and all original tags. For severe quality issues, we may request video documentation before authorizing return labels. Replacement production for defective custom items requires the same 7-10 day lead time. In cases where identical fabric is unavailable, we'll offer comparable alternatives or full refunds.
Contact Information
For return authorization or policy questions, contact [email protected] with your order number and photos. Response time is 2-3 business days during peak seasons. Physical returns should not be sent to any address without prior authorization—unexpected parcels will be refused. Business Address: Phone:
