Refund policy

Right of withdrawal

Under European consumer law (Directive 2011/83/EU) you have 14 days from receiving your order to withdraw from your purchase, for any reason and without having to give a justification.

To exercise it, send an email to chiara@chiaradefilippis.it stating your order number, your first and last name, and the piece you intend to return. You then have 14 days from that notice to send the piece back.

Return conditions

The piece must be returned:

  • unused and in the same condition in which you received it
  • in its original packaging
  • complete with any accessories
  • properly packaged for shipping

Returns are sent to:

Chiara De Filippis
Via San Giovanni 13r
50124 Firenze, Italy

Return shipping costs are borne by the customer, unless the piece is defective or there was an error on my part. Pieces sent back without notifying me first cannot be accepted.

Refunds

Once I have received and checked the returned piece, I will refund the amount paid using the same payment method you used at purchase. The refund is issued within 14 working days of receiving the return. Your bank or card issuer may take a few days more to post it.

Pieces that cannot be returned

The right of withdrawal does not apply to:

  • personalised pieces
  • pieces made to your measurements
  • pieces modified at your request
  • special orders and commissions

This is why the design, the size and the price of a commission are always agreed with you before the work begins.

Damaged or defective pieces

If your piece arrives damaged or defective, write to chiara@chiaradefilippis.it within 48 hours of delivery, attaching photographs and a description of the problem. I will arrange a replacement or a full refund, shipping costs included.

Exchanges

The quickest way to exchange a piece is to return the one you have and place a new order for the one you want, once the return has been accepted.

About handmade pieces

Every piece is forged and finished by hand. Small differences, irregularities and variations in colour are characteristics of handcrafted work and are not considered defects.

The photographs on the site are as faithful as possible to the actual piece, but slight differences may appear depending on your screen settings.

Questions

For any question about returns, write to chiara@chiaradefilippis.it