Exchanges & Refunds
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
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.
To start a return, you can contact us at firstname.lastname@example.org If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.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
Please note that, as indicated and confirmed at the time of your purchase, we do not accept exchanges or returns for custom made products. Just as from the moment an order is placed and payment confirmation is made, you cannot cancel it. These cases are:
- Personalization of the name, initials or expressions in the piece;
- Products specially customized by the customer's request, from sizes, specific colors, leather, among other details requested by the customer that do not respect the original product description, and therefore become a unique piece of the customer, and as such, will not be subject exchanges, returns or cancellations.
Please get in touch if you have questions or concerns about your specific item.
If you have not yet received an indication of shipping, please contact us as soon as possible at firstname.lastname@example.org or +351 918 803 514 to confirm that you can still make the exchange before sending your order.
If your order is already in your hands, and you want to exchange it for another one, get in touch, inform us of the one your want to exchange and we will indicate how we can make the value adjustments and how to return the piece you have back to our atelier.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We advise you to return your order by registered mail. Victoria handmade is not responsible for items damaged or lost in transit.
We do not reimburse the costs of shipping fees on exchange or return items, as well as in the case of returns in which the product has not yet been shipped, fees for reimbursement of the payment method you have chosen will be applied to the customer.
In the case of product exchanges at Promotional Campaigns, the exchange value to be considered with the other product you wish to exchange, is the original value of the piece, not the discount campaign value.
If the product is in the conditions indicated in this term, in case of refund, we will issue it within 20 working days from the day the product arrives at our facilities again.
Resend your piece to the Return address:
Atelier Victoria Handmade
A/C Esperança Vitória
Rua Engenheiro Monteiro Conceição, nº 84
2480-403 Corredoura / Porto de Mós - PORTUGAL