Money-Back Guarantee Policy

In this article: Eligibility · Reporting an Issue · Process Overview · Photos & Evidence · Return Requirements · Final Resolutions

In the unlikely event that a piece you purchase is significantly different than described, is damaged in transit, or does not arrive, you are eligible for a full refund of the purchase price and shipping costs, subject to the terms below.

Eligibility

Your purchase is eligible for the Money-Back Guarantee refund if:

  • The order was placed through the secure checkout on blouseroumaine-shop.com
  • The piece is significantly different than described, was damaged in transit, or never arrived
  • You reported the issue within 7 calendar days of the delivery date (or the expected delivery date, for pieces that did not arrive)

To keep resolutions fair and fast, reports made after the 7-day window, or requested evidence sent more than 7 days after our request, fall outside the Guarantee.

Your purchase is outside the Money-Back Guarantee if:
  • You wish to return a piece that was accurately described and arrived undamaged. In that case, EU customers keep the 14-day right of return — see How to Return a Piece.
  • The concern is a natural scent. Undyed wool, plant-dyed fibers, and naturally stored textiles carry the scent of their materials; where a piece has a distinct scent profile, its listing says so.
  • The concern is a natural irregularity of handwork — small variations in stitching, weave, or dye are the signature of the hand and are described on our listings.
  • You arranged your own shipping or collected the piece in person.
  • The purchase was made outside our checkout — by direct message, email, or in person. Every protection on this page depends on the order existing in our system.
Reporting an Issue

Write to us at office@blouseroumaine-shop.com or using the Live Chat on the website within 7 calendar days of delivery (or expected delivery). Include photographs of the areas of concern and of the piece as a whole, and keep all packaging — carrier claims depend on it.

Process Overview

We resolve every case in five steps:

1. First response. We reply within one business day, explain the process, and tell you exactly what we need from you, if anything, to proceed.

2. Evidence review. Once your materials arrive, we review them together with the maker of the piece — and, for authenticity questions, with an independent specialist in Romanian and Eastern European textiles where needed. We ask for up to 10 business days. For pieces that did not arrive, the refund becomes available once the carrier's investigation confirms the parcel is lost, which can take longer than 10 business days.

3. Resolution proposed. We come back to you with one of the following: an immediate refund; or, because most of our pieces exist in a single copy and preserving them matters, a proposed repair or restoration by the maker's own hands, which you may accept instead of the refund. Where a case falls outside the eligibility above, we say so plainly, with a full explanation. Repair quotes must reach us within 30 days of delivery.

4. Resolution in flight. From your acceptance, we set the agreed resolution in motion within 2 business days. Repairs by the maker travel at the piece's own pace — we keep you informed at every step, and repair shipping is on us.

5. Resolved. A case closes only when the agreed resolution has reached you, confirmed by a final email from us.

Photos & Supporting Evidence

Clear photographs are what move a case quickly — they inform the maker's assessment and carry the carrier claim.

  • Show the issue close up, from a distance, and from several angles, so it reads in relation to the whole piece.
  • For dimension concerns, photograph the piece laid flat next to a measuring tape, with the full measurement visible.
  • Photograph the outer parcel and inner packaging, and keep both until the case closes.
  • Include any delivery paperwork. A short phone video works just as well as photos.
  • Send as much as you like — too many images is exactly right. If taking or sending them is difficult, tell us and we will help.
Return Requirements

Where we ask for the piece back, return it in substantially the condition in which it arrived: unworn beyond trying on, unwashed, with labels and accompanying documents in place. We send the return address with our confirmation — many pieces return directly to their maker's atelier — and we cover return shipping under this Guarantee.

For a piece refunded as lost that is later delivered after all, you agree to either return it or repay the refund — whichever you prefer.

Final Resolutions

Refunds are issued to the original payment method used at checkout, within 14 days of the conditions above being met, and confirmed by email the moment they are sent. Once a case has been reviewed and a final resolution delivered, the matter is considered closed.

This Guarantee is provided in addition to, and without limiting, your statutory rights under EU and Romanian consumer law.

Still have a question? Write to us at office@blouseroumaines-shop.com or directly on Messaging Chat box