Refund policy

Personalised Products – Returns and Right of Withdrawal

Due to the personalised nature of our products, personalised and made-to-order items cannot be returned or cancelled once production has started, except where the item is defective, damaged, or does not correspond to the specifications agreed with the customer.

In accordance with Article 16(c) of Directive 2011/83/EU on Consumer Rights, the standard 14-day right of withdrawal does not apply to:

“the supply of goods made to the consumer’s specifications or clearly personalised.”

This means that products manufactured specifically according to the customer’s chosen personalisation, including names, dates, messages, colours, designs, sizes, or other individual specifications, are excluded from the statutory 14-day withdrawal right applicable to standard, non-personalised goods.

By placing an order for a personalised product, the customer acknowledges that the item is made specifically for them and that the statutory right of withdrawal does not apply under Article 16(c) of Directive 2011/83/EU.

This policy does not affect the customer’s statutory rights in relation to defective, damaged, faulty, or incorrectly personalised products. If an item arrives damaged, defective, or differs from the specifications confirmed with the customer, please contact us so that we can assess the issue and provide an appropriate solution in accordance with applicable consumer protection law.

For further reference, please consult the official text of Directive 2011/83/EU, Article 16(c) on EUR-Lex. EUR-Lex – Directive 2011/83/EU

You can always contact us for any return question at nathalia_costa_neves@hotmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nathalia_costa_neves@hotmail.com.