Hello. Need answers about our returns and refunds policy? You’re in the right place.
Can I change my order?
Once you’ve placed an order, you can’t change it, but you can amend your contact and delivery details – just go to the “my order” page.
RTW - Can I cancel my order?
Yes, as long as the item’s not been dispatched. Just contact us and we’ll cancel it and give you a full refund. It’s as easy as that. Cancellations made after we’ve sent your item(s) will need to be made at the time of delivery – just refuse the delivery, or contact us within 14 days. Once you’ve notified us, we’ll let you know how to return it, or arrange for a collection. Once it gets back to us, you’ll receive a full refund (including your initial delivery charge, but minus any return or collection costs).
Made To Order- Su Misura Cancellations
With our Custom MADE products, your are not able to cancel your order once it’s placed and confirmed. Each Custom MADE piece is bespoke, which means made exclusively for each and every individual client. They are non refundable or can’t be returned – if nothing else has been communicated on the product page.
What if the item's damaged when it arrives, or I was sent the wrong item?
It’s important that you inspect your order on delivery, because we’ll ask you to sign a form confirming that it’s in good condition. If you’re not happy, let our delivery partner know, or note this on the form and “contact us”.
Our quality team checks each single product to make sure it’s up to the very best standards before we send it to you. But if we’ve missed something or sent you the wrong thing, just contact us within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item, or arrange for a collection. We’ll either give you a full refund, arrange for a repair, or order you a replacement.
So that we can collect it, the product needs to be disassembled and repackaged.
To get your refund, each and every product must be returned in it’s original packaging – without any changes
How long will my refund take?
For security reasons, we can only make refunds to the original payment method you used to place your order.