RETURNS

HAPPINESS GUARANTEED
Our #1 priority is your happiness. If you're not fully satisfied with your purchase, request your return within 15 days after delivery for an exchange, store credit, or refund. Conditions apply as noted below.

RETURN POLICY
An item marked as "Final Sale" on its product page cannot be returned and is not eligible for a refund. If an item is not marked as "Final Sale," you must request your return within 15 days of delivery. Returned merchandise must be unused, undamaged, and in resellable condition. Items showing signs of wear or use, including stains, odors, perfume, pet hair, scuffs, or other damage, are not eligible for refund or exchange. If you have not received your item, you must contact us within 30 days of the latest estimated delivery date.

For eligible returns within the USA, we will provide a prepaid return shipping label after your return request has been approved. One complimentary prepaid return shipping label is provided per product. If the same non-defective product is purchased or exchanged and returned again, return shipping will be the customer's responsibility. This limitation does not apply if the replacement item is defective, damaged, or incorrect.

For defective, damaged, or incorrect items, we may ask you to send us a photo of the item and, when applicable, the shipping box and shipping label. This helps us determine whether the item needs to be returned. If a return is required, we will provide a prepaid USA return shipping label. Customers outside the USA may be responsible for return shipping costs.

Most refunds are processed within 48 hours of the request if a return is not required. If a return is required, the refund will be processed after the item has been returned to us and confirmed to meet the return conditions above.

Depending on your original method of payment, refunds can take up to 14 business days to be credited to your account.

RETURN OPTIONS
After your return is received and approved:

EXCHANGE: We will email a discount code for the approved value of the returned item. You can use the code to order a replacement. Shipping charges for the replacement order, if any, will apply.

STORE CREDIT: We will email a store credit code for the approved value of the returned item.

REFUND: You will receive a refund for the approved purchase price of the returned item. Original shipping charges, if any, are not refundable unless we determine that the item was defective, damaged, or incorrect when shipped. Please allow 5-7 business days for the refund to process.

Store credit codes and discount codes are not eligible for cash refunds, credit card refunds, or PayPal reimbursements.

SHOES
Shoes must be returned in unworn condition with the original undamaged box, barcode sticker, and packing materials. Trying shoes on is fine, but the soles scratch easily, so please try them on carpet only. A $25 damaged item or packaging fee may be deducted or charged for dirty, scuffed, or scratched soles and/or replacement of the original box or packaging.

FINAL SALE ITEMS
Items marked as "Tailor Made," "Final Sale," or "Perfectly Imperfect" are not returnable. Spoons, teacups, earrings, and sunglasses are also not returnable. If a non-returnable item arrives damaged, defective, or incorrect, you may request a refund or replacement.

MADE TO MEASURE TAILOR SERVICE
Nicoletta Carlone takes no responsibility for inaccurate measurements supplied by the customer. Tailor Made items are non-refundable unless there was an error during manufacture. Any alterations required because of inaccurate customer measurements will be the customer's responsibility. Tailor Made garments can take up to seven weeks for delivery and may take longer in extenuating circumstances. We strive to complete every order as quickly as possible, but these are handmade items and delays can occur.

WILL IT FIT?
Contact us with any specific sizing questions.

FASTER DELIVERY WITH DIRECT SHIPPING
To help your order arrive as quickly as possible, some items may be shipped directly from our manufacturing partners. This allows us to streamline fulfillment and reduce transit time without affecting your free shipping. Because of this, the return address shown on your original package may differ from the address used for returns. Please contact us before returning any item so we can provide the correct return instructions and, for eligible U.S. returns, your prepaid return shipping label.

BEFORE YOU RETURN YOUR ITEMS TO US
Please include any labels, hang tags, original plastic bags, barcode stickers, and other original packaging supplied with the item. Package returned merchandise inside a shipping box. The box we used to ship your order is usually the best choice. Returns sent without adequate protective packaging — for example, in an envelope, wrapped only in paper, or with a shipping label attached directly to a shoebox or product box — may be charged a $25 damaged item or packaging fee.

Please do not purchase your own return postage for an eligible U.S. return unless we instruct you to do so. We cannot guarantee reimbursement for return shipping purchased without our prior approval.

WARDROBING
Returns must be for merchandise that is genuinely unused and in resellable condition. Merchandise that has been worn or used and then returned is not eligible for a refund or exchange. This includes items showing signs such as stains, perfume or other odors, pet hair, scuffs, dirt, or other evidence of wear.

DELIVERY PROTECTION
Our complimentary Delivery Protection covers eligible orders that are lost in transit, damaged during shipping, or stolen after delivery. Approved claims are resolved with either a replacement item or store credit. Delivery Protection does not provide a cash refund.

For damaged items, we may require photographs of the item, packaging, and shipping label. For packages reported stolen after delivery, we may require additional documentation, including confirmation of delivery, photographs, written statements, and/or a police report.

If the original item is unavailable, we may provide store credit or another comparable replacement at our discretion. Delivery Protection does not cover incorrect or incomplete addresses provided by the customer, packages refused by the recipient, or other circumstances outside the terms of this protection.

IMPORTANT: Please do not ship your return without our prior approval. After we receive your request, an approval can take 3-7 days (longer during sales and holidays). After you receive our approval email you may ship your return to us. Include a note with your returned items. Write your choice of STORE CREDIT, REFUND, or EXCHANGE, your order number, name, and address. We will only be able to process your return if the above information is included in the package. Items received without the information requested above will not be returned to you.

CLICK HERE TO BEGIN YOUR RETURN