RETURN/EXCHANGE POLICY

By placing an order on our website, you agree to the following terms and conditions regarding the purchase, return, and exchange of goods.

1. Made-to-Order Products

All items available on our website are made-to-order. This means they are not produced in advance or kept in stock. Each product is created specifically for your order after receiving full payment. Due to the custom-made nature of the products, they cannot be resold once produced.

2. Return/Exchange Procedure

• Please send an e-mail to: octave999.customerservice@gmail.com

• The letter should contain the following information:

• Subject of the letter: RETURN, FULL NAME (be sure to specify the full name under which the order was placed)

• Order number

• Reason for the return

• Product name/size/height to be replaced

3. Return Window

Returns are only possible within 5 calendar days from the date of delivery, including the day of delivery. This applies to all products, including made-to-order items.

4. Delivery and Return Conditions

• If the customer is absent at the time of delivery or refuses the package during the delivery attempt, the customer must retrieve the package from the postal service pickup point within 3 working days.

• If the package is not retrieved within this period, the package will be considered delivered, and any future return or exchange will not be possible.

5. Return Shipping

The return or exchange of goods is carried out by the Buyer at their own expense using a courier service. The returned item must be insured in case of damage during transportation. The Buyer is responsible for all shipping costs, including customs duties.

6. Refund Processing

A refund will be processed within 8 working days from the date of approval for the return.

7. Replacement

Replacement items will be shipped within 7-8 business days after we receive the returned item. If the requested size is available, it will be shipped within 2 business days.

8. Non-Returnable Items

• In accordance with Article L221-28 of the French Consumer Code, products that are made-to-order or clearly personalized are exempt from the standard EU 14-day withdrawal right, as they are created specifically for the customer and cannot be resold.

• Returns or exchanges are not possible if the item has been worn, washed, or is not in its original, unworn condition. All tags, labels, and packaging must be intact.

9. Cancellation of Order

You may cancel or adjust your order within 24 hours of placing it. After this period, cancellation or changes cannot be made as production begins immediately.

10. Promotions

If you are returning a product purchased under a promotional offer (e.g., 1+1=3 promotion), the item received as a gift must also be returned. If you do not return the gift item, the refund for the purchased product will be reduced by the value of the gift item.

11. Damaged or Defective Products

If you receive a product with defects or improper quality, please submit a complaint to octave999.customerservice@gmail.com within 1 day of receiving the product.

12. Contact Information

OCTAVE999 is responsible for ensuring that the correct product is shipped to the address provided by the customer. We will inform you of the shipment by providing a tracking number.

13. Customer Responsibility

It is the customer’s responsibility to track their package using the provided tracking number and collect it in a timely manner. If the customer fails to collect the package or provide accurate shipping details, OCTAVE999 will reship the product at the customer’s expense.

⸻

Key Points:

• Made-to-order items are produced specifically for each order and cannot be returned under standard EU law, except within the 5-day return window.

• You must initiate the return process within 5 days of receiving the product.

• Returns are only accepted if the product is unused, in its original condition, and with all tags and packaging intact.