Refund policy

Refund & Returns Policy

We appreciate your understanding that many of our items are crafted slowly, by hand, or through processes that honour existing materials.
Please read the policy carefully before placing an order.

1. Handmade & Made-to-Order Items

Many of our pieces are handcrafted or made after the order is received.
Subtle variations in stitching, shape, or texture are a natural part of the making process.

Because these items are created specifically for each order,
we do not accept returns, exchanges, or cancellations for handmade or made-to-order items, unless the item is faulty upon arrival.

If your item arrives damaged or with a defect, please contact us within 3 days of delivery with clear photos.
We will review your case and provide a suitable resolution.

2. Upcycled & Reworked Materials

Some items are made from reclaimed, deadstock, or pre-existing textiles.
This means you may notice gentle fraying, fading, irregular textures, or marks that come from the material’s past life.

These characteristics are not considered defects, but part of the piece’s story and the nature of working with what already exists.

If you prefer items with a perfectly uniform, factory-finished appearance,
we kindly recommend considering this before placing an order.

We choose to work this way to reduce waste and honour the memory within each textile.

3. Ready-Made Items

For non-custom, ready-made items (such as selected accessories or goods),
returns or exchanges are accepted within 7 days of delivery, provided that:

  • The item is unused

  • In original condition

  • And includes all original packaging

Return shipping costs are paid by the customer, unless the item is confirmed faulty.

Shipping fees are non-refundable.

4. Stockings & Innerwear

For hygiene and health protection reasons:

  • Once the package is opened, stockings and other innerwear items are non-returnable.

  • If the item is unused, sealed, and in its original packaging,
    you may request a return or exchange within 7 days of delivery.

5. Return Request Procedure

To request a return, please contact:

Email: cibal.info@gmail.com

Include:

  • Order number

  • Item name

  • Reason for the request

  • Photos, if relevant

Once your return is approved, we will provide the return shipping address.
Please note that the return location may differ from the registered business address.

6. Customs, Duties & International Orders

International customers are responsible for any customs duties, import taxes, or handling fees.
If a parcel is refused due to unpaid import fees, refunds cannot be issued.

7. Lost or Stolen Parcels

We are not responsible for parcels lost or stolen after the courier confirms delivery.
In such cases, please contact the courier directly.

A Gentle Closing Note

Each piece here is made slowly — by hand, with attention, and with intention.
Thank you for understanding the nature of small-scale making and for supporting a practice that values time, material, and care.