Refund policy
RETURN POLICY
You have a period of 14 calendar days from the date of receipt of your order to request a return.
In order for a return to be accepted, the item must be in perfect condition, unused, with its original tags and in its original packaging. You will also be required to provide the receipt or proof of purchase.
How to request a return
To initiate a return, you must contact us via the following email address:
ROYLNXALVARADO@ICLOUD.COM
Once your request has been received, we will provide you with the necessary instructions.
Returns must be sent exclusively to one of the following addresses, subject to prior authorization:
Spain
Passeig de Gràcia 15
08007 Barcelona
Concierge (Monday to Friday, 9:00–13:00)
France
58 rue de Monceau
CS 48756
75380 Paris Cedex 08
Important
The atelier responsible for handling returns and defective orders is the Barcelona atelier.
The Paris address will only be provided in specific and exceptional cases.
Under no circumstances should you send any order, letter or item to any of the addresses indicated without having received prior confirmation of the return.
Once approved, we will contact you and provide detailed instructions.
Returns sent without prior authorization will not be accepted.
Return shipping label
If your return is accepted, we will provide you with a return shipping label along with instructions on how and where to send your package.
Damages and issues
We recommend that you inspect your order upon receipt.
If the item is defective, damaged, or incorrect, you must contact us immediately so that we can assess the issue and provide an appropriate solution.
Exceptions
Returns will not be accepted in the following cases:
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Made-to-measure or personalized items
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Personal care products (such as beauty products)
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Sale or discounted items
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Gift cards
If you have any questions regarding a specific item, we recommend contacting us in advance.
Exchanges
The fastest way to ensure you receive the desired item is to return the original item and, once the return has been accepted, place a new order.
Right of withdrawal (European Union)
If your order is shipped within the European Union, you have the right to withdraw from your purchase within 14 calendar days, without providing any reason.
In this case, the same conditions apply: the item must be unused, with tags, in its original packaging, and accompanied by proof of purchase.
Refunds
Once your return has been received and inspected, we will inform you whether the refund has been approved or rejected.
If approved, the refund will be issued automatically to your original payment method within approximately 10 business days.
Please note that processing times may vary depending on your banking institution.
If more than 15 business days have passed since your return was approved and you have not received your refund, you may contact us at:
ROYLNXALVARADO@ICLOUD.COM