Refund policy
Returns & Refunds Policy
ALXS Artisanal Couture creates handcrafted garments following the principles of Slow Fashion. Many products are made only after an order has been placed or are created specifically at the customer's request.
For this reason, return conditions may vary depending on the type of product purchased.
Right of Withdrawal
For purchases made within the European Union, customers benefit from the rights provided by applicable consumer protection legislation.
However, this right does not apply to personalised, made-to-order, or bespoke products, as provided for under Article 59 of the Italian Consumer Code.
Products Eligible for Return
The following products may be returned, provided they are unused, in their original condition, and complete with tags and original packaging:
- Ready-to-Wear items available from stock;
- Products explicitly identified as eligible for return on their product page.
Return requests must be submitted within 14 days of delivery by contacting:
Products Excluded from Returns
Returns cannot be accepted for:
- Made-to-order creations;
- Bespoke Atelier creations;
- Custom corsets;
- Made-to-order bridal gowns;
- Custom cosplay commissions;
- Personalised products;
- Digital downloads;
- Gift cards;
- Swimwear and intimate garments that have been opened or used, for hygiene reasons.
Damaged or Defective Products
Please inspect your order upon delivery.
If your item arrives damaged, defective, or different from the one ordered, please contact me within 5 days of delivery, providing photographs that clearly show the issue.
After reviewing your request, I will arrange, where appropriate, a repair, replacement, or refund.
How to Request a Return
To request a return, please send an email to:
including the following information:
- Order number;
- Customer's name;
- Reason for the request;
- Photographs of the product, where applicable.
Returns sent without prior authorization will not be accepted.
Return Shipping Costs
Unless otherwise required by law or in the case of defective products, return shipping costs are the responsibility of the customer.
The customer is responsible for ensuring the product is securely packaged for its return.
Refunds
Once the returned item has been received and inspected to ensure it meets the return conditions, any approved refund will be issued using the original payment method. Processing times may vary depending on your payment provider.
Need Assistance?
If you have any questions regarding returns or would like further information before placing an order, feel free to contact me at any time: