SECTION 1 – OVERVIEW

Our company strives for complete customer satisfaction with their orders. As such, we offer the opportunity for exchange or credit, subject to certain conditions, if customers are not completely satisfied. We do not offer refunds, unless otherwise specified in Section 3.

SECTION 2 – EXCHANGE PROCEDURE

If a client is not completely satisfied, they must contact us via email at info@gabycharbachy.com/us within two working days of receiving the package. The email should include the client’s name and address, the item code, color and size, and the invoice number.

Upon receipt of the email, we will reply within two working days to provide return details, including the return address, packing conditions, and return invoice details. The client must follow our specific instructions for returning the item within two working days of receiving our email.

International exchanges and returns can be complicated, so we will guide the client through the process to ensure simplicity and clarity for all parties involved. Shipping costs, taxes, and duty fees incurred for international orders, both local and abroad, are non-creditable and will be deducted from the customer’s balance.

The client may use their preferred shipping agency and must insure the dress at full value. After shipping, the client should inform us via email of the air waybill number or tracking number of the package.

Once the item is returned in good condition and inspected accordingly, we will issue a credit note to the client that can be used for store credit or exchange. If the value of the exchange item is lower than the credit note issued after returning the original item, the difference remains as a credit balance under the client’s account.

All items must be returned in the same condition as they were received by the client. They must be undamaged, unworn, unwashed, and in perfect condition. The original tag, hanger, and zipper bag must be kept and returned with the parcel.

SECTION 3 – REFUND PROCEDURE

Refunds are only possible under the following conditions:

Product Defect: If a major product defect occurs, the customer must include all necessary photos/videos of the defect in their email. Once we confirm the defect, the product must be returned to us using an agreed shipping method. We will bear all corresponding accrued costs from such an operation. Once we receive the product, we can issue a refund using an agreed method of payment.

Lost Shipment: If the shipment tracking confirms that the parcel is lost, we can issue a refund using an agreed method of payment.

Wrong Item: If the item received does not match the initial order and is not available in stock, the product must be returned to us using an agreed shipping method. We will bear all corresponding accrued costs from such an operation. Once we receive the product, we can issue a refund using an agreed method of payment.

Please note that shipping costs, duties, taxes, and fees paid for the delivery of the purchased products shall not be refunded.

SECTION 4 – CUSTOM MADE ORDERS

Products that are custom-made are not eligible for exchange or return.

SECTION 5 – MODIFICATIONS AND ALTERATIONS

Regular items are produced according to the size chart provided. It is the client’s responsibility to check the exact size for a perfect fit.

Custom-made orders are made to the exact measurements provided by the client. All items are measured and photographed before shipping, and a record of the sizes is kept for future reference.

If a modification or alteration is required, the client must undertake such an endeavor at their expense.