Refund policy
CANCELATIONS: This custom order is made just for you once you order it and we know you will absolutely love it.
If you wish to cancel after 48 hours of ordering, there will be a restock fee of 40% applied before refund. This covers time spent and materials utilized to your custom handmade order.
All Deposits made for custom made to order dresses are non-refundable.
REFUNDS & EXCHANGES: All made to order items are considered final sale. If you still require a refund discretion will be left with the customer service manager. Once returned in its original packaging, after 10 days of item delivered, we will process your refund, minus shipping and a 45% restocking fee. We strive to keep our customers happy and welcomed into the Calgary and Ballerini princess family, so please email us to let us know how we can help!
1. Please email our Returns Department with your request to calgaryandballerini@gmail.com within 3 calendar days of
package delivery.
2. List the items you wish to return/exchange and reason.
3. Once approved, RMA and return shipping instructions will be issued for qualifying merchandise.
4. The customer is responsible for all return shipping fees.
Returns and exchanges may be requested only within 3 calendar days from the delivery date of the parcel for all hair accessories, shoes, and hosiery. The package delivery date is day 1 of the 3 calendar days allowed for returns/exchanges.
All Sale items are Final Sale and cannot be refunded back to original form of payment. Calgary and Ballerini shoes Brand Sale only items may be returned for store credit when request has been initiated within 3 days of delivery.
All dresses are final sale.
All products that are Calgary and Ballerini brand are Final Sale and cannot be refunded, returned or exchanged.
Once a return has been authorized by a Calgary and Ballerini representative, the parcel must be returned to our warehouse within 7 calendar days of the return authorization (15 days for international returns). To complete your return, we require a receipt or proof of purchase. Shipping fees are non-refundable.
If your return arrives to us over 7 days after return authorization date (15 if international), the return will not be accepted. At that point we will offer you the option of shipping the item back to you. Return shipping fees will apply.
If an item is received damaged, you must contact us within 2 calendar days of the delivery date of the item. For damaged items, you will be provided an exchange for a new same item, where possible.
We cannot retroactively refund or apply coupon codes to past purchases if the code is not entered at checkout by the customer.
The customer is responsible for all return shipping fees.
All sale items and products that are not Calgary and Ballerini are final sale and cannot be refunded back to original form of credit. Some of these items can be returned for store credit or exchange in size if approved by a Calgary and Ballerini representative within 7 calendar days of the order delivery date.
Final clearance sale items are not returnable. Health and personal care items, toys, gift cards, and accessories are final sale.
All hair accessories, jewelry, and hosiery are final sale, but may be returned for store credit. Hats may be returned if they are in original condition with tags still attached. Bathing suits may be returned but must have hygienic strip still attached and all original tags and the original packaging in place.
Please note that custom orders cannot be returned. Some pre-orders can be returned if authorized by a Calgary and Ballerini representative, however a 35% re-stocking fee will apply, and the rest of the return will be in store credit only.
We ask that the customer please inspect items upon receiving them. If you do not notify us of any issues within 5 calendar days of the delivery date, we cannot help you. The package delivery date is day 1 of the 5 calendar days allowed for returns.
To be eligible for a return or an exchange, your items must be unused and in the same condition that you received them. Visibly worn, washed, altered, or damaged items will not be processed and will be returned to you, and return shipping fees will apply or alternatively we will donate the items to charity if reshipping fees are not paid by customer. Items must be returned with all original tags, packaging and other accessories (dust bags, hangers, garment covers etc.) received with the order. The Security Tag must still be intact and attached to returned items (if applicable). Soles of footwear must be in perfect condition and must not be marked in any way. Shoes and other accessories must be returned with their original boxes/bags, which must not be damaged and/or altered or used as the external parcel for the shipment.
Gift card items can be returned for store credit as long as requested to initiate return within 5 calendar days of the delivery date.
Please note that, while we want you to be happy with your purchases, an excessive number of serial returns can cause us to reject future orders from you.
Calgary and Ballerini is not responsible for any loss or damage of item(s) during the return process. We advise choosing our priority shipping option at checkout to include insurance coverage for up to $100 for your orders. We also offer Route Package Protection with every order, which covers items/packages that are lost, stolen or damaged in transit. Route Package Protection is automatically added to your order, but you have the option to remove it before placing your order if desired. Please note that if you choose to remove Route Package Protection, you accept that Calgary and Ballerini is not liable for items that are lost, stolen or damaged in transit. If you place an order with Route Package Protection and your item(s) / package(s) are lost, stolen or damaged in transit, please contact Route to file a claim.
Calgary and Ballerini is not responsible for any lost or stolen packages.
We reserve the right to reject any return or exchange request that does not fulfill our Return & Exchange Policy. Product reclaim shipping fees will apply.