At Onstelle.com, we take pride in crafting high-quality custom dresses and coats tailored to your specifications. Due to the personalized nature of our products, we have specific return and refund policies outlined below.

1. Returns Policy

Since all our garments are custom-made, we do not accept returns unless the item is defective or significantly different from the ordered specifications.

Eligible Reasons for Returns:

  • You received a defective or damaged product.
  • The item received is different from what was ordered (wrong size, color, or design due to our error).

Non-Returnable Items:

  • Custom-made clothing that matches the specifications provided by the customer.
  • Minor variations in color, fabric texture, or design due to handmade craftsmanship.
  • Items that have been worn, altered, washed, or damaged after delivery.

2. Refund Policy

Refunds are only processed under the following conditions:

  • If we are unable to fulfill your order due to unforeseen circumstances.
  • If the product is defective and cannot be replaced.
  • If an incorrect item was delivered and a replacement is not available.

Refund Process:

  1. Contact us within [X] days of receiving your order at [email protected] with your order number, issue details, and photos of the product.
  2. Our team will review your request and respond within [X] business days.
  3. If approved, we will issue a refund to your original payment method within [X] business days.

3. Exchanges

  • We do not offer exchanges for custom-made products unless there is an error on our part.
  • If eligible for an exchange, we will provide further instructions on returning the incorrect item.

4. Cancellations

  • Orders can only be canceled within [X] hours of placing them. After this period, we begin production, and cancellations are no longer possible.
  • If you need to modify your order, please contact us immediately.

5. Contact Us

For any return or refund inquiries, please reach out to us:
📧 Email: [email protected]
📍 Address: Bayreuther Strasse 23, Reutlingen Sondelfingen, Baden-Württemberg, 72766, Germany
📞 Phone: +49 911 99 24 91