Refund policy

Calgary & Ballerini Official Bespoke Policy

At Calgary & Ballerini, we are dedicated to the art of master tailoring. Each couture piece is individually handcrafted to order, intended to be a cherished family heirloom. To maintain our museum-quality standards, we adhere to the following bespoke protocols:

1. Final Sale Commitment

Due to the highly personalized, made-to-order nature of our luxury garments, all bespoke commissions are Final Sale. We do not offer refunds, exchanges, or store credit once a garment has entered production.

2. Sizing & Detail Assurance (Consult Before Purchase)

To ensure your piece is "Portrait-Perfect," we provide a dedicated concierge service. We strongly encourage clients to verify measurements and request high-resolution, close-up photography of fabrics and hand-beading prior to shipping.

3. Order Commencement & Cancellations

Production begins immediately to secure rare materials and artisan time.

  • Within 48 Hours: Cancellations are subject to a 45% Bespoke Fee (covering material reservation and design allocation).
  • After 48 Hours: Orders are locked into production and cannot be cancelled or refunded.
  • Deposits: All custom-made-to-order deposits are non-refundable.

4. Quality Guarantee

We guarantee the superior craftsmanship of every item. If a garment is received with a manufacturing error:

  • Contact calgaryandballerini@gmail.com within 7 calendar days of delivery.
  • Upon verification, we will provide a direct exchange for a new, identical item. We do not provide monetary refunds.

5. Authorized Returns & Exchanges

In the rare event of an authorized exchange or return for brand-eligible shoes/accessories:

  • Items must be shipped to our designated production facility within 7 calendar days of authorization.
  • Clients are responsible for all return shipping fees and international customs documentation.
  • Approved returns for store credit incur a 45% Bespoke Fee to cover re-inspection and administrative restoration.

6. Global Transparent Shipping & Duty-Free Delivery (DDP) We are committed to a seamless international experience. For all couture orders to the United States and United Kingdom, Calgary & Ballerini operates on a Delivered Duty Paid (DDP) basis. This means the price you see at checkout is final; there are no surprise customs fees or import taxes upon arrival. Every heirloom is shipped with premium tracking and insurance, ensuring your investment is protected from our master studio to your doorstep.