At Sebastian Cruz Couture we believe in no-hassle return or exchanges.
We care about you looking your best, and our priority is your satisfaction.
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An exchange can be requested within the 7 days following delivery.
You can request an exchange of accessories within 7 days of receiving them. The cost to you is simply shipping.
Please note, all garments are covered under a different policy.
Return for Refund
A return for a refund on accessories can be requested within the 7 days following delivery. All returns require authorization by one of our customer service representatives. Unfortunately, unauthorized returns will be refused. Return shipping costs are the responsibility of the customer. Refunds will be issued upon accessories inspection.
Please note, all garments products are covered under a different policy.
If you have a special event or deadline that you need your garments by, such requests need to be expressed to us prior to completing your purchase or within 24 hours of the order being placed. Sebastian Cruz Couture is not liable for meeting a deadline that was not expressed to us prior to a purchase. We will always do our best to accommodate your needs, we just ask of you to do the same in return and give us the heads up when possible. Turn around time on average for garments is approximately 8-12 business days to make not including holidays or weekends, and 2-3 days to get to you. If you would like to expedite faster, a separate checkout link will be sent with the rush fee. Rush fee is based on the time of urgency and amount of items, typically ranging between $80 - $200. We will communicate the cost with you upon discussion.
All garments are handmade for every customer upon order. This is regardless if you select from our ready to wear size or "custom" where its made by your measurements. It is because of this unique aspect that we have different policies in place to be fair.
All garments must be unwashed or unworn when they are received at our headquarters and require preauthorization by one of our customer service representatives. If tags are taken off the garments they will be considered used and not eligible for returns for store credit or exchanges.
Item(s) must be new, unworn, unwashed, without any traces of perfumes or other applied scents, and in the original packaging with original tags attached.
A request for return for store credit or exchange must be initiated within 7 days of receiving the item(s).
To initiate a return for store credit or exchange please email firstname.lastname@example.org with your order number and reason for return or exchange. If you are requesting a return or exchange because you feel the items "do not fit" note that the jackets have extra of fabric in every seam so you will be able to tailor your garments up to two sizes bigger or smaller without having to return or exchange. This is why its unlikely for a customer to experience sizing issues with our brand that can not be easily rectified. Our priority is to exceed your expectations, therefore we will always do our best to work with any reasonable request.
Custom items (items made using custom measurements) are not eligible for returns but we will allow an exchange at a 30% restocking fee from the retail price. We will then make you new garments based on updated measurements you send us. If you are wanting to return any garments we will allow the return exclusively for store credit minus the 30% restock fee.
We will accept exchanges of equal price on non custom garments within the 7 days following delivery upon written approval.
If you experience any fitment issues with your garments that are not able to be tailored, such issues need to be communicated to Sebastian Cruz Couture within the 7 days following delivery.
** Rushed orders; in the event you want to request a return or exchange we cannot credit the rush fee. All rush fees vary and will be approved by you prior to accepting any rush orders. Return or exchange request on rush orders have to be requested within 24hrs of receiving the original order.
If you purchased your garments by selecting "custom" for sizing and provided us with your measurements requesting an exchange it is possible with either a restock fee of 30% from the retail price or a store credit minus 30% of the price you paid. That said, if your finished garments are so far off with sizing that you are not able to tailor to perfection locally, we will remake your garments with proper measurements without charge, upon approval from factory with proof of photos with measurements of your incorrectly made garment. We will allow this process only 1 time, in hopes of making it right (regardless if someone else screwed up the measurements). Remember to view our "how to" video that shows you exactly the measurements we need to make it as close to perfect as possible. We want to make it work for you! To request this, simply reach out to us via email@example.com Provide pictures to us showing the sizing issue so we can quickly make you your new garments upon approval. We will have no use for the original garments made for you so you are welcome to keep them. Moving forward, we will have the perfect sizes for you on file so every time you order from us you can rest assure your garments will fit great and pre approved by you! If there is a change in sizes we require you let us know at time of new order. If you select "custom" at checkout we will use either the custom measurements we have on file for you or new custom measurements that you have submitted at time of purchase. If you select a ready to wear size, your ready to wear size will be made unless communicated otherwise in written form within 24 hours of placing order.
Our priority is your satisfaction. We are always willing to work with anyone that is willing to work with us. The best reason you can always give us if you would like us to bend our policy is to be fair and to be nice.
Using a coupon code will not disqualify you from requesting a return for store credit or exchange as per our policy above. When using promotional codes, free accessories will not be included and promo codes cannot be combined with other offers.
Request a Return
For returns & exchanges please contact us here.
Make sure to provide us with your order number.