Ivana Grossi - Luxury Custom Footwear - Returns & Exchanges
RETURNS POLICY
We hope you are satisfied with your purchase of the handmade product. If necessary, we have a 14-day return policy, which means you have 14 days after receiving your product to request a return.To be eligible for a return, your product must be in the same condition as you received it, unworn or unused (we recommend trying shoes on a carpeted surface to avoid scratches and wear marks), with the tags and in its original packaging, including dust bags. You will also need the receipt or proof of purchase.
To initiate a return, you can contact us at contact@ivana-grossi.com
with your order details. If your return is accepted, we will send you instructions on how and where to send your package. Items sent to us without first requesting a return will not be accepted.
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 via your original payment method.
EXCHANGES
To exchange your purchase for a different size or color, we recommend that you request and complete the return and then proceed with a new purchase of the desired size or color.
DAMAGED ITEMS
If you receive a damaged, defective, or incorrect product, please retain all original packaging and notify us as soon as possible/within 72 hours of receiving the order. We also require photographic evidence of any damage or defect. Please note that our products are handmade and may exhibit slight variations, which are not considered defects.
In these cases, we will not be able to refund shipping costs, as these are paid directly to our providers. For international orders, if your package is unclaimed or sent back to us, we can refund the value of the products, but all shipping costs and customs fees and taxes will not be refunded.
The cost of returning the products to us is borne by you, the customer. When returning products, we ask that you ensure the package is securely sealed and for your protection, we advise that returns be sent via a recorded or tracked delivery service.
If you have purchased IVANA GROSSI products through one of our stockists or marketplaces, any returns or exchanges should be arranged directly with them. We regret that we are unable to accept returned items that were not purchased from www.ivana-grossi.com.
TERMS AND CONDITIONS FOR CUSTOM ORDERS
The custom order service offered by IVANA GROSSI allows customers to book consultation services and order a product according to the customer’s specifications by requesting an appointment at our workshop in Athens via the website, the online contact form, or the email address.
The following terms apply to custom order services:
AVAILABILITY
Custom items are available based on material availability and production times that may vary, but these will be discussed during the order appointment.
DELIVERY
After the order appointment is completed and the deposit is received, we aim to ship custom-ordered products within a 4-week delivery period. You will be informed about the exact expected delivery date.
Your order will be shipped when all items in your order are ready. If there are "in-stock" items in your order, they will be shipped separately from the custom-ordered items.
PAYMENT TERMS
50% of the full price is paid when placing your order and is non-refundable.
You will receive an email notification when your order is completed and ready for shipment, at which time the remaining 50% of the invoiced price plus any shipping costs that may arise must be deposited.
Once you receive the email notification for your order, you are required to pay the remaining 50% plus shipping costs within 14 calendar days. If for any reason the total payment of the order is not completed within this timeframe, the order will not be shipped, and the deposit will be retained.
CANCELLATIONS AND RETURNS
We take special care in our consultations for custom orders and, as such, custom or bespoke products cannot be returned. If you wish to cancel your order after the consultation, the deposit is non-refundable. Please contact us immediately if there are any issues with the custom-designed products, and we will try to resolve the situation.
Custom order purchases are also subject to our General Terms and Conditions.
