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 of the purchase price less shipping. Conditions apply as noted below.
We gladly accept returns of unworn, unwashed, unaltered, or undamaged merchandise. "Tailor Made", "Final Sale", "Perfectly Imperfect", earrings, and sunglasses cannot be returned or exchanged and are not eligible for a refund. Returned items must have no visible signs of wear or use, including but not limited to stains, pet hair, and perfume smell, etc..
We are not responsible for items damaged during shipping.
For defective, damaged, or wrong items we may ask you to send us a photo of the items and the shipping box with the shipping label. This allows us to determine if you will need to return the item. If this is the case, we'll provide a free prepaid USA shipping label. Unfortunately, we are unable to provide a free shipping label for undamaged items, locations outside the USA, chargebacks, or disputed orders, but may at our discretion refund 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 is confirmed to be in returnable condition.
Depending on your original method of payment, refunds can take up to 14 business days to be credited to your account.
After your refund is received and approved:
EXCHANGE: We will email a discount code for the price of the item minus the shipping fee (if any). You can order a replacement using the code and only pay for shipping of the new item.
STORE CREDIT: We will email a store credit code for the price of the item minus the shipping fee (if any).
REFUND: You will receive a refund for the item price minus the shipping fee (if any) unless we have determined the item was defective or damaged before it was shipped. We may ask for a photo of the damage. In this case the original shipping fee will be refunded. Please allow 5-7 business days for the refund to process.
Shoes must be in unworn condition with all original packaging and boxes. The soles scratch easily, please be careful to try shoes on carpet only. A $25 damaged item fee will be deducted or charged for scuffed or scratched soles and/or for replacement box and packaging.
FINAL SALE ITEMS
Items sold as "Tailor Made", "Final Sale" or "Perfectly Imperfect" are not returnable. This also includes earrings and sunglasses that for health reasons are not returnable.
MADE TO MEASURE TAILOR SERVICE
Nicoletta Carlone takes no responsibility for inaccurate measurements by the customer - these items are non-refundable, unless there was an error during manufacture. If as a result of inaccurate measuring by the customer, any alterations required will be paid by the customer, not Nicoletta Carlone. Tailor Made garments can take up to seven weeks for delivery and maybe longer in extenuating circumstances. We strive to get your order to you as soon as possible, but they are a handmade item and delays can occur.
WILL IT FIT?
Contact us with any specific sizing questions.
BEFORE YOU RETURN YOUR ITEMS TO US
For items other than made to measure, include any original packing material such as labels, hang tags, and the original plastic bag with barcode sticker. Please package the items to be returned in a shipping box. The box we used to ship your order is the best choice. Returns sent without original packing materials, no shipping box (for example in envelopes, wrapped in paper, or with a shipping label on a shoebox) may be charged a $25 per item restocking fee.
Fraudulent returns in the category of wardrobing, or wear and return, happen when consumers buy merchandise, use it briefly, and return it for a full refund. Consumers are committing online shoplifting by purposely returning the non-defective item, having used it at no cost. We may refuse to accept this type of return.
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.