Refund policy

Thank you for shopping with Atelier Serraspina. We strive to provide our customers with high-quality, handmade historical costumes. In the event that you are not satisfied with your purchase, our refund policy varies depending on the item you’d like to return. Please refer to the return policy guidelines below for each category.

Undergarments and Made-to-Order Items:

At Atelier Serraspina, we value your satisfaction with our products. In order to maintain hygiene standards, we have implemented the following return policy:

  • Undergarments (chemises and bustle pads): We do not accept returns for these items due to hygienic reasons.
  • Made-to-Measure Garments: As these items are tailored specifically to your measurements, we are unable to accept returns or exchanges for them.

We understand the importance of finding the perfect fit, so we encourage our customers to take accurate measurements before placing an order. If you have any questions or concerns regarding sizing, please contact our customer support team for assistance.

We are not responsible for items that do not fit because measurements were taken incorrectly. We will make your items according to the measurements you give us. Therefore, please be extremely careful when taking your measurements. We want your item to fit as perfectly as you do.

 

Standard Sizes Dresses, Bodices, Jackets, and Corsets:

We accept exchanges only for unworn and unused items within 30 days of delivery. If items show signs of damage or use, we cannot exchange the item(s) Therefore, if your garment does not fit, you can exchange it for a different size within 30 days of receiving your order. If none of the standard sizes work for you, you may upgrade to a custom fit garment for an additional 50 USD or EUR. Please note that custom-made dresses, bodices, and jackets are not eligible for exchanges. Return shipping costs are the responsibility of the buyer.

 

Standard Sizes Skirts and Shawls:

We accept refunds only for unworn and unused skirts and shawls within 30 days of delivery. If items show signs of damage or use, we cannot refund the item(s). Return shipping costs are the responsibility of the buyer.

 

Refunds:

We do not refund the cost of shipping and handling unless the item is clearly damaged or defective. It may take up to 14 business days to receive your refund. Refunds will be credited back to the original payment method.

We ask that you please carefully review your order before submitting it to ensure that all measurements and specifications are accurate. If you have any questions or concerns regarding our refund policy, please do not hesitate to contact us. We are committed to ensuring your satisfaction with our products.

 

Returning Process:

To be eligible for a return, 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.

  • Step 1: Fill out the form on the Help Request Page, providing all the details
  • Step 2: In case your item is eligible to a return, please send them back to:

ATELIER SERRASPINA

CARRER MAJOR 8 - LA CASA DEL METGE

POBLETA DE BELLVEHÍ (LLEIDA) - SPAIN

  • Step 3: 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 14 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 atelier-serraspina@atelier-serraspina.com


Cancellation Policy

We understand that circumstances may change, and you may need to cancel your order. To process a cancellation, please fill out the from on our Help Request Page or contacting us at atelier-serraspina@atelier-serraspina.com

Please review our cancellation policy below for more information:

Standard Size Items:

You have the right to cancel your order within 14 days after placing it, for any reason and without justification. If you decide to cancel your order for standard size items, you will receive a full refund.

Refund Gradation for Custom Made Clothing Cancellations:
  • For custom made clothing, you can cancel your order and receive a full refund within 24 hours of placing it.
  • If you choose to cancel your order after 24 hours but within 14 days, you will receive a 75% refund.
  • If you choose to cancel your order after 14 days but within 21 days, you will receive a 50% refund.
  • After 21 days but within 28 days, you will receive a 25% refund.
  • Cancellations requested after 28 days will not be eligible for a refund.

We aim to process refunds promptly once we receive your cancellation request. However, please note that it may take several business days to complete the refund transaction.

If you have any further questions or require assistance regarding our cancellation policy, please do not hesitate to contact us. We are here to ensure your satisfaction with your Atelier Serraspina purchase.