At Imperatriz, every piece is crafted with intention and precision. Our approach to returns reflects the same clarity and respect we bring to our work.

1. Returns Window
You may request a return within 14 days of receiving your order.

2. Condition of Returned Pieces
Returned items must be unused, in original condition, and complete with all protective elements, tags, dust bag, and packaging. Imperatriz reserves the right to decline returns that show signs of wear, handling, or damage.

3. Non-Returnable Items
Certain pieces are final sale, including customized items and categories that cannot be resold for hygiene reasons.

4. How to Request a Return
Email contact@imperatriz.eu with your order number.
Our team will provide return authorization and instructions.

5. Return Shipping
Return shipping costs are the customer’s responsibility unless the item arrived damaged or an incorrect item was sent.
We recommend using a trackable service to ensure safe delivery.

6. Refunds
Once your piece is received and inspected in our atelier, we will issue the refund to your original payment method. Processing typically requires 2–5 business days.
Shipping fees are refunded only when the full order is returned.

7. Damaged or Incorrect Items
If your order arrives damaged or incorrect, notify us within 48 hours with photos. Imperatriz will repair, replace, or refund the piece depending on the situation.

8. Orders Marked as Delivered
If the carrier confirms delivery but the order has not been received, please verify with your local delivery office and neighbors.
We cannot refund pieces marked as delivered unless the issue is confirmed to be on our side.

9. External Delays
Delays caused by carriers, customs, or external events fall outside our direct control.

10. Contact
For all return inquiries: contact@imperatriz.eu