Returns & Customer Care
Every piece we create is produced with care by a small independent atelier. Unlike large retailers that manufacture and distribute products at industrial scale, our collections are developed in limited quantities and many items are prepared specifically for each order.
Returns are a normal and respected part of online shopping, and we are committed to providing a fair and transparent process for every customer. At the same time, unnecessary returns, excessive ordering with the intention of returning most items, and products returned in unsuitable condition create significant costs for a small workshop and ultimately affect our ability to maintain the quality, craftsmanship, and service our customers expect.
We therefore kindly ask customers to review product descriptions, dimensions, materials, and specifications carefully before purchasing. By doing so, you help support responsible production, reduce waste, and enable us to continue creating exceptional pieces with the attention and care they deserve.
1. Consumer Cancellation Rights
If you are purchasing as a consumer, you may have statutory cancellation rights under the laws of your country of residence. For customers in the United Kingdom and European Union, this generally includes the right to cancel an online purchase within fourteen (14) calendar days of receiving the goods.
- Cancellation requests must be submitted in writing.
- Returned goods must be sent back within the applicable legal return period.
- Refunds will be processed within the timeframes required by applicable law.
- Original standard delivery charges will be refunded where required by law.
- Return shipping costs remain the responsibility of the customer unless the goods are faulty, damaged, incorrectly supplied, or applicable law provides otherwise.
2. Return Eligibility
To qualify for a return, items should:
- Be returned within the applicable return period.
- Be in original condition.
- Be free from signs of wear, misuse, damage, or alteration.
- Include original packaging, accessories, labels and documentation whenever reasonably possible.
Where permitted by law, we reserve the right to make a reasonable deduction from any refund if the value of the goods has been reduced by handling beyond what is necessary to inspect their nature, characteristics and functionality.
3. Bespoke, Made-to-Order & Personalised Items
Because many of our products are created specifically for individual customers, the following items are generally non-returnable and non-refundable unless faulty, damaged or not as described:
- Made-to-order products.
- Bespoke products.
- Personalised products.
- Custom-manufactured items.
- Special-order products sourced specifically for a customer.
This limitation does not affect any statutory rights relating to faulty or misdescribed goods.
4. Faulty, Damaged or Incorrect Goods
If your order arrives damaged, defective or incorrect, please contact us as soon as possible and ideally within seven (7) days of delivery.
- Include your order number.
- Provide photographs where possible.
- We may offer a repair, replacement, exchange, store credit or refund depending on the circumstances and applicable law.
Reasonable return shipping costs for confirmed faulty or incorrect goods will be reimbursed where required by law.
5. Exchanges
We are happy to assist with exchanges where stock availability permits. If you would prefer an alternative size, finish or product, please contact our customer care team before returning your item.
Exchange requests are subject to product availability and may require payment of any applicable price difference.
6. Commercial, Trade & Wholesale Orders
Consumer cancellation rights do not generally apply to business, trade, wholesale, reseller or commercial purchases.
Returns for approved commercial orders may be subject to handling, inspection, refurbishment or restocking charges of up to 30% of the order value.
Bespoke, personalised, custom-made and special-order products remain non-returnable unless faulty.
7. Excessive Returns & Abuse Prevention
While we strive to provide an accommodating returns experience, we reserve the right, where legally permitted, to refuse returns that do not comply with this policy or where there is evidence of misuse of our returns process.
Examples may include repeated purchases made primarily for temporary use, excessive return patterns, or products returned in materially altered condition.
8. Refund Processing
Approved refunds will be issued using the original payment method wherever possible.
Financial institutions and payment providers may require additional time to process and display refunded amounts.
9. Contact
For assistance regarding returns, exchanges or bespoke orders, please contact angelo@diroma1980.net.
10. Import Duties, Taxes & Refused Deliveries
For international orders, customers are responsible for any import duties, taxes, customs clearance charges, brokerage fees, or similar charges imposed by local authorities unless otherwise stated at checkout.
If a shipment is refused, abandoned, or returned because duties, taxes, customs charges, or clearance requirements have not been fulfilled, any costs incurred by us may be deducted from any refund where permitted by law. Such costs may include return shipping charges, customs fees, storage fees, carrier penalties, administrative expenses, and other reasonable costs associated with the return of the shipment.
International returns resulting from unpaid duties or refused customs clearance can take several weeks and, in some cases, several months to be returned to us. Unfortunately, we are unable to control or accept responsibility for delays caused by customs authorities, carriers, or a customer's failure to complete customs clearance requirements.
Where a customer has exercised a valid statutory cancellation right within the applicable legal timeframe, that cancellation request date will be used when assessing refund eligibility. However, where no valid cancellation request has been made and a shipment is returned solely because duties, taxes, or customs charges were not paid, or delivery was refused, we reserve the right to refuse a refund or deduct all reasonable costs incurred as a result of the failed delivery to the extent permitted by applicable law.
11. Delivery Information & Customer Address Responsibility
Customers are responsible for ensuring that all delivery information provided at checkout is accurate, complete, and up to date.
We cannot accept responsibility for delays, failed deliveries, lost shipments, additional shipping charges, storage fees, or returns resulting from incorrect, incomplete, outdated, or inaccurate address information supplied by the customer.
Where an order is returned to us due to an address error provided by the customer, any costs incurred for return shipping, redelivery, storage, customs processing, or carrier handling may be charged to the customer before the order can be reshipped.
If a shipment is delivered by the carrier to the address provided during checkout, our delivery obligation shall be considered fulfilled, even if the address supplied by the customer was incorrect.
We strongly encourage customers to review all delivery information carefully before completing their purchase to help avoid unnecessary delays, costs, and inconvenience.