Shipping and Return

Shipping

After placing an order via the Acreati Platform, this order is received by the designer. The designer strives to ship directly to you within 2 business days after you have placed the order. If for any reason the designer is not able to ship your order within 2 business days, the designer will inform you directly. If you have placed an order for a custom made item or place an order on a bank holiday or during the holiday season, longer shipping times will apply and the designer will inform you on a case-by-case basis.

Taxes and import duties

Depending on your country, tax and import duties may apply to your order. You will be responsible for payment of these import taxes and duties.

Return and refunds

If you are a customer in the European Union you are protected by mandatory consumer law. This means that you may return products to the designer within 14 days and are entitled to a refund of the initial payment fee. If you want to know more about your consumer rights we invite you to read the official EU guidance available here or here).

Returns. To ensure that the return process goes smoothly you should follow the instructions on the return form that the designer makes available to you. The item you are returning is your responsibility until it reaches the designer. Therefore, we recommend using a parcel delivery service so you are able to check the status of your return and are also insured in the event that something goes wrong. You are responsible for the costs of returning your items, unless specified otherwise. If you decide to return the products, we strongly advise you to inform Acreati via the “My Order” page as soon as possible of your intention to return the products.

Conditions for returns. You may only return products as long as they are (i) unwashed, (ii) unused, (iii) in the original undamaged packaging (carefully opened packaging will not be considered damaged) and (iv) if the products are complete (for example, when returning shoes, both pairs must be returned).  

Refunds. Once the designer has received the returned items in the same state as they were sent to you, you will eligible for a refund of the initial payment (including original shipping costs, express delivery or other non-standard additional shipping costs are not eligible for a refund). The refund process may take up to 14 days after the designer has received the goods. Refunds will be made with the same payment method you used to order the goods. It could take up to 14 days to process the payments. Please note, import taxes and duties will not be included in the refund.

Custom made items. Please note, items that were custom made for you by the Designer are not eligible for returns or refunds.

Acreati store credits. If you have purchased items with store credits and decide to return the items, you will first be reimbursed with Acreati store credit.