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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Due to the increasing costs of processing returns, instead of passing those costs along to all of our customers in our retail cost of goods, we are pleased to offer Kover Return Assurance which gives you the option to return and receive a refund (less the return shipping fee) on all of our products. If you choose to opt out of Kover Return Assurance, your purchase is final sale.
ABOUT KOVER RETURN ASSURANCE
Get peace of mind while shopping when you add Kover Return Assurance.
You’ll have the option to return eligible items for a refund by adding Return Assurance at checkout. If you don’t add Return Assurance, you may still have the option to receive store credit or exchange the item depending on the standard return policy. We’ll calculate the cost based on all eligible items in your cart. Some exclusions will apply.
All standard return policies apply to eligible item(s).The item(s) must be new, unworn, unwashed, in the same condition in which you received them, without any traces of perfumes or other applied scents, and in the original packaging with tags attached.
Returns must be initiated within 7 days of receiving the item(s).
To initiate a return, please follow the instructions provided in your Kover confirmation email and submit your return at https://kover.ai/return/portal/.
Kover will provide a prepaid return shipping label. We are unable to offer free return shipping on eligible item(s) returned. We will deduct the standard $15 return shipping fee from your refund when processing the return.
Return Assurance is currently only offered on orders shipping to addresses in the United States. Please note, the cost of Return Assurance is nonrefundable. Questions? Email us at email@example.com
An exchange can be requested within the 7 days following delivery. All exchanges require authorization by one of our customer service representatives.
Custom items are only eligible for returns for refund if you completed your purchase by adding Kover to your cart.
Please note, all garments are covered under a different policy.
Return for Refund
A return for a refund can be requested within the 7 days following delivery as long as you selected Kover at checkout for a full refund. 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.
Custom items are only eligible for returns when purchasing Kover at checkout. If a return is approved customer pays for return and a 20% restocking fee from the retail price will be kept on file for customer to use on their next purchase.
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. 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 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. 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 or exchanges.
We will accept exchanges of equal price on garments within the 7 days following delivery.
We will conditionally accept refunds on garments if you purchased Kover when completing your original order for a full refund. A request for refunds must be communicated within 7 days following delivery. You will be eligible to exchange your items at no cost (besides shipping fees) for equal value as long as the items were not purchased in custom sizing and if we shipped a different size than what ordered. If you simply want to change sizes instead of tailoring garments locally there will be a 20% restocking fee from the retail price to cover this exchange. In almost any case any adjustments can easily be done locally.
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 are only eligible for returns for refunds if purchasing Kover with original order.
If you purchased your garments by selecting "custom" for sizing and provided us with your measurements requesting a return for refund is only possible if you purchase Kover at checkout. 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 new measurements at a 20% fee from the retail price of the garments that need to be remade. 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 firstname.lastname@example.org 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!
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 refund as long as you select Kover at checkout. Otherwise you can only request a store credit with a 20% restocking fee of the retail price.
Request a Return
For returns & exchanges please contact us here.
Make sure to provide us with your order number.