Overview

Each Sara Lilas Massimo piece is meticulously handcrafted to order. We kindly ask that you review your selections carefully prior to checkout. The policy below outlines when returns or exchanges are accepted and how to initiate a request.

Eligibility
• Size selection by client: We accept returns or exchanges when the incorrect size was selected by the client.
• Shipping costs for the return and re-shipment are the client’s responsibility.
• Our error or product issue: If you receive an incorrect item/size or a product that is defective or damaged upon arrival, Sara Lilas Massimo will cover all associated shipping costs and promptly arrange a replacement or repair.

Timeframes
• Please contact Client Care within 7 days of delivery to request a return or exchange.
• Once authorized, items must be shipped back within 7 days of receiving your return instructions.

Condition of Returned Items

To be eligible, items must be:
• Unworn, unused, and unaltered
• Free of marks, scents, or wear
• Returned in the original packaging, including any tags, pouches, and boxes

Items that show signs of wear, alteration, or damage not resulting from our production process may be deemed ineligible.

Non-Returnable Items

Given the made-to-order nature of our work, the following are not eligible for return or exchange (except where required by law):
• Personalized or customized pieces
• Final-sale items (if applicable)
• Items returned without prior authorization

How to Initiate a Return or Exchange
1. Contact Client Care at [slm@saralilasmassimo.com] within 7 days of delivery.
2. Include your order number, a brief description of the issue, and clear photographs if reporting damage, defect, or incorrect item.
3. You will receive written authorization with packing and shipping instructions.
4. Ship the item using a trackable service and share the tracking number. Items remain your responsibility until received and inspected.

Inspection & Resolution
• Upon receipt, our team will assess the item’s condition.
• For size-related requests, we will process the exchange (or return, if approved) once the item passes inspection.
• For issues attributable to us (incorrect item/size or defect), we will arrange a replacement or repair at no cost to you.

Shipping & Duties
• For client-initiated size returns/exchanges, all shipping costs (including re-shipment) are borne by the client.
• For international orders, any duties, taxes, or brokerage fees are non-refundable and remain the client’s responsibility unless the error is ours.

Contact

For assistance, please reach out to Client Care at [slm@saralilasmassimo.com]. Our team is pleased to help with sizing guidance prior to purchase to ensure the perfect fit.