Refunds and Exchanges
Any products from our website could be refunded within the time of 7 days after delivery time, and could be exchange within the time of 15 days after delivery.
- REFUNDS: acceptable until 7 days after receiving your package.
- EXCHANGES: acceptable until 15 days after receiving your package.
Customer have to notify us, give the reasons and send the package with tracking to our workshop (address detailed down below). Product has to be in perfect conditions. If there are any evidence it has been used, refund will not be possible. We do not refund the shipping cost.
Refunds, used to take from 2/3 to 8/10 days, by depending on of your country and bank account.
Please check carefully all requirements in each product particularly by reading the documents inside the package. Check down below the address to ship back our products.
Address to ship:
- Fernando Claro
- Avda los Pirralos, 30 –
- 41701 Dos Hermanas – Seville.
- In SPAIN, to 24-72 h: We ship via MRW every day. Normally all purchases until a day at 12.00 pm, go out from our workshop in the next morning. MRW is a service express of 24h and the delivery until 19h every day. Locate your package by introducing your track number here
- ABROAD, from 2 to 7 days: We ship normally via UPS or DHL Express. It takes between 2 and 7 days depending on the country.
Are the masks certified by UNE European Rules?
√ Yes. Our mask have been approved by official organism as certified in the level of protection required as Hygiene Mask and our workshops counts with all measures to guarantee its manufacturing process as UNE 0065 Reusable Masks, at least for 30 washes.
The masks are the unique product with no refund or exchanges allowed, due to hygiene reasons.
For washing: you can put the mask into the washing machine with a short wash or you can make it by hand with hot water and detergent.
Size doubts in online purchases
There are several ways to be sure about the size of the piece you want to acquire:
- Size Cart
- Integrated Intelligent Size app
- By sending us your measurements
Refunds or exchanges shipping cost for size errors are the cost of the customer. Also, you can email us to firstname.lastname@example.org
Tailor Made: Appointments "off line" in our Ateliers
Traditional process with visits to one of our ateliers in Seville or Madrid. We have been designing and manufacturing thousands and thousands of dream dresses for our customers in personalizes and exquisite appointments. You can go the page for this section
Call us to Madrid or Seville to set and appointment if urgent, or fulfil the form in the Tailor Made page, and we call you back.
Where are we located?
Madrid or Sevilla.
With a design studio-atelier in each city, you can visit us only by appointment. Contact info of both sites are placed in the bottom of the contact page
Are appointment for Prêt-à-porter collection acceptable?
Appointment and personal assistance in our ateliers, are only available for Tailor Made or Bespoke dresses.
You want a tailor made dress, but you cant visits us in our atelier. Then lets do the on line appoiment by videocalls
During COVID-19 season, we developed and amazing and personalized Tailor Made service by using videocalls. Thanks to our amazing head designers Beatriz and her skills for fast sketches, personalized appointments can be made for customers interested in all over the world and get their design for dreaming dress.
If you are interested in, click here to know more and set the appointment. We ship worldwide your tailor made dress, within the time of 15 days
General Contact Phone
Full information about different departments… on line purchases, appointments, press and other in contact page
- General Phone +34 910 516 940 – Atelier Madrid
- WhatsApp and On line request +34 663 665 937 – Send text of pictures, and we would reply you asap from Monday to Friday from 12.00 to 14.00h and from 16.00 to 18.00h.