Inquiries are handled on a case-by-case basis with the ultimate goal to make our customers happy. We stand behind our handmade goods that are inspected to assure customers are to be satisfied with them. Each request will be treated fairly and reasonably. We believe when treating our customers evenly and respectfully that they are fair and polite with us.
1. EXCHANGES: We accept exchanges within 7 business days of your notified delivery date only for the size change and if not customized (Name, initials, monograms, special design etc.) for you. Exchanges are only accepted for non-customized, unworn, non-damaged items and with the original tags on. If the item we receive is damaged, used or tag removed, we will not be able to process your exchange as requested. The customer is responsible for all shipping costs related to the exchange. Please send your request to us via contact@pera.ae and provide the order Number and your name and phone number
1.1 Please note that scrunchies cannot be exchanged or returned.
1.2 Defects: We aim to get it right the first time which is why we inspect each product 3-4 times throughout our quality control process. If you feel you have received a defective product, please contact us at contact@pera.ae with your order # and a photo of the product in question to open up a conversation on how we can make this right.
1.3 Customized items: Customized items cannot be returned, refunded or exchanged if the request is received from the customer after 24 hours of placing the order and if it is processed and shipped already.
1.4 If you have requested an exchange, it will be done after we have your request approved and receive the returned item and after checks and approvals of the returned item, your exchange item will be shipped with additional shipping charges.
2. RETURNS: Unfortunately, we are unable to accept returns, but if you have any problem with your items, please contact us at contact@pera.ae to open up a conversation on how we may address your concern. We are always happy to help!
3. REFUNDS: If you are eligible for a refund, refunds will only be processed through your original mode of payment and will be processed within 10 to 45 days depending on the issuing bank of the credit/debit card.
Please note that we reserve the right to reject any returned item without prior confirmation by us (PERA ATELIER) via e-mail.
If you cancel your order within 24 hours of placing it, and as long as the order has not been shipped or processed yet, refunds if applicable will be processed as mentioned above.
- ORDER CANCELLATIONS
Order cancellations will be granted ONLY if requested within 24 hours of placing the order. After 24 hours have passed, all sales are final and there will be no returns, refunds, or exchanges.
- SHIPPING FOR REFUNDS
Please note that shipping takes 3-5 business days hence refunds will not be issued if you need your item to arrive sooner than our production time (unless requested within 24 hours of order being placed).
- SHIPPING TERMS FOR NEW ORDER AFTER RETURN
Simply leaving a need by date at checkout does not guarantee that your order will be delivered by said date. If an order is needed sooner than our stated production/shipping time, you must message us prior to placing the order to discuss whether we are able to ship in time for it to arrive when you need it and whether rush fees will be required, otherwise, normal production/shipping times will apply. If we agree to ship your order in time for delivery by a certain date and you then leave a different date in the notes at checkout, your order will be shipped in time to arrive by the date we agreed upon, NOT the date you left at checkout.
- PERSONALIZED ORDERS
For the items that require personalization, it must be typed into the "Notes to Seller" box during checkout. If the name/age/etc. is not left in the notes at checkout, we will send one message via email to attempt to obtain the information. If we do not receive a reply, the item will be made exactly like the first photo in the listing you purchased, but with no name. The only exception will be if the size and number don't match up. For example, if the listing shows a birthday shirt with a number 1 on it for a first birthday, but you order a size 6 and then don't reply to our message requesting personalization details, then we will make the shirt without a number, or with the child's first initial (if we have that info) instead of a number.
- COMPANY PROMISE
If you receive your package and a mistake has been made on our part, you must notify us within 2 days (48 hours) of package delivery so that we can promptly correct the situation.
- READY MADE DESIGNS
Customer can cancel their order within 24 hours if order is not yet dispatched; refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45 days for the refund transfer to be completed. After 24 hours, all sales are final. We do not accept any refunds, returns or exchanges, unless product is defective. In this case, purchases must be returned with their original packaging and label attached on and a refund is requested within 7 days of purchase.