Return policies FAQs
🔄 Is it possible to make a free return?
It is possible to make a return or exchange an item directly in our store. We reserve the right to refuse a return if the item appears worn and is not in sellable condition.
Upon request, we can provide photos and videos of the pieces available for shipment in order to reduce the need for returns. Alternatively, you can also make a purchase via video call directly from our showroom!
Please note that the images in the online store represent the product's overall visual appearance, but may differ from the actual product received in both the arrangement of elements and in color. In fact, some natural elements may be hand-dyed as an artistic choice. During the dyeing process, color shades can sometimes vary. Please remember that each product is unique, just as every flower and every creative process in arranging natural elements is unique.
You are purchasing handmade products! Slight imperfections are the very guarantee of our handcrafted process.
📦 Returns & Refunds for online purchases
We are a small artisan business, and every piece we make comes from hands, time, and care. That is why we are committed to transparency and offering you a smooth and respectful experience, both before and after your purchase.
✨ Custom-made or made-to-order products
Many items can be created specifically upon request. When a product is not listed in the website catalog and is requested via direct order without going through the website, there is no right of withdrawal, as established by Art. 59 of the Italian Consumer Code.
Basically, anything ordered directly from the store, bypassing the website, and when not available in the physical store, is non-refundable. Please check with us, as we may make exceptions for best-selling items not yet produced.
All in all, this means that:
• we cannot accept returns
• we cannot issue refunds
• each piece is made exclusively for the customer who orders it
We always invite you to contact us before purchasing if you have any questions or wish to request a specific customization: we will be happy to help you.
🛍️ Non-customized products
For non-customized items purchased in the catalogue of the website, you can exercise your right of withdrawal within 14 days of delivery.
To make the process simple and clear:
How returns work
1. Write to us within 14 days of delivery.
2. We will reply with instructions for returning the item.
3. The product must be returned intact, unused, and in its original packaging.
4. Once we receive the return (or proof of shipment), we will proceed with the refund.
Return shipping costs
Return shipping costs are **the responsibility of the customer**. This choice allows us to maintain fair and sustainable prices without compromising the quality of our artisan work.
What gets refunded
We will refund:
• the value of the product only
The following are non-refundable:
• initial shipping costs
• any additional costs selected by the customer (e.g. express shipping)
📮 Refund method
The refund will be processed using the same payment method used for the order.
As required by law, we may withhold the refund until we receive the product or until we receive valid proof of return shipment.