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 on our website are made to order. This means they are not produced in advance or kept in
stock. Each piece is created especially for you after receiving full payment and cannot be resold
once produced.
2. Return / Exchange Procedure
To request a return or exchange, please email us at octave999.customerservice@gmail.com with
the following details:
- Subject: RETURN, FULL NAME (the name used for the order)
- Order number
- Reason for return
- Product name / size / height for exchange
3. Return Window
Returns are accepted within 7 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 you are not available at the time of delivery or refuse the package, you must pick it up from the
postal service within 3 working days.
- If the package is not collected within this time frame, it will be considered delivered and future
returns or exchanges will not be possible.
5. Return Shipping
- The buyer is responsible for all return shipping costs, including customs duties.
- Returns must be sent using a reliable, insured courier service to protect against damage during
transit.
6. Refund Processing
Refunds will be processed within 8 working days from the date we approve and receive the returned
item in its original condition.
7. Replacement
- Replacement items will be shipped within 14 business days after we receive and inspect the
returned product.
- If the requested size is immediately available, it will be shipped within 2 business days.
8. Non-Returnable Items
- In accordance with Article L221-28 of the French Consumer Code, custom-made or clearly
personalized products are exempt from the standard EU 14-day withdrawal right.
- Returns or exchanges are not accepted for items that have been worn, washed, or are not in
original condition. All tags, labels, and original packaging must be intact.
9. Order Cancellation
Orders can be cancelled or modified within 24 hours of placement. After this period, cancellations or
changes are not possible as production begins immediately.
10. Promotions
If you return a product purchased as part of a promotional offer (e.g., 1+1=3 promotion), the gift item
must also be returned. If not, the refund will be reduced by the value of the gift item.
11. Damaged or Defective Products
If you receive a defective or damaged product, please email
octave999.customerservice@gmail.com within 1 day of delivery. We will resolve the issue promptly.
12. Contact Information
OCTAVE999 ensures the correct product is shipped to the address provided by the customer and
will provide a tracking number once the order is shipped.
13. Customer Responsibility
Customers are responsible for tracking their package and collecting it on time. If a package is not
collected or if incorrect shipping information is provided, OCTAVE999 will reship the item at the
customers expense.
Key Points:
- Made-to-order items are crafted specifically for each order and cannot be returned under standard
EU law, except within the 7-day return window.
- You must request a return within 7 days of receiving your item.
- Returns are accepted only if the product is unused, in its original condition, and with all tags and
packaging intact.
Questions?
Were here to help. Please reach out at octave999.customerservice@gmail.com for any questions or
assistance with your order.