Returns and withdrawal

Standard products: 14 days to change your mind

For catalogue products that are NOT personalised you have 14 days from delivery to withdraw, without giving any reason (Art. 52 ff. of the Italian Consumer Code).

The product must come back intact, unwashed, worn no more than needed to try it on, with tags attached. Return shipping is at your expense unless otherwise agreed. The refund is issued within 14 days of the goods coming back, using the same payment method as the purchase.

Personalised products: excluded from withdrawal

Products made to measure or clearly personalised are excluded from the right of withdrawal by express provision of law (Art. 59(1)(c) of the Italian Consumer Code).

This covers anything made to your instructions: initials, names, dates, thread colour combinations you chose, embroidery placement you asked for, and every custom request. A garment embroidered with your name cannot be sold to anyone else, and that is the reason for the exclusion.

This takes nothing away from the guarantee against defects: if the product arrives damaged or does not match what you ordered, you are still entitled to replacement or refund.

Faulty or wrong product

In every case, personalised or not, if the product is faulty, damaged in transit or different from what you ordered, write to mimaelulu@gmail.com within a reasonable time of noticing, attaching a few photos. We will repair, replace or refund at no cost to you.

How to start a return

• write to mimaelulu@gmail.com quoting your order number
• we reply with instructions and the address to ship to
• ship with a tracked service: until it arrives, the parcel remains your responsibility
• as soon as we receive and check it, we issue the refund