RETURNS

Policy on Exchanges, Returns and Cancellations

At Auguro Sempre, we want your experience to be as smooth and secure as possible. All our designs are created with care and dedication, and that’s why we have developed a transparent and fair policy that protects both the client and the artisanal process behind each garment.

1. Made-to-order designs

Most of the designs on our website are made to order specifically for you, selecting the model, size, and color according to your specifications. For this reason:

Refunds are not accepted, but exchanges and/or store credits with no expiration date are.

This is because, according to current legislation on e-commerce and withdrawal rights, made-to-order products are excluded from the right of return (Directive 2011/83/EU).

✅ What are your options if you are not satisfied?
You can request a size or model change, or
Request a credit voucher with no expiration date for the same amount to use on future purchases.

Conditions:

• You must request the change within a maximum of 7 calendar days from receipt of the order.

• The dress must be in perfect condition, unworn, unwashed, and with all original tags and packaging intact.

• Shipping costs for the exchange are borne by the customer.

2. In-stock designs (immediate delivery)

Designs labeled as "In stock" or "Immediate delivery" can be returned, as they have not been made to order.

✅ Returns with a full refund are accepted, provided that:

• The return is notified within 14 calendar days from delivery.

• The dress is returned in perfect condition: unworn, odor-free, unmarked, unaltered, and with its original tags and packaging.

• A secure and trackable shipping method is used. Auguro Sempre is not responsible for any loss or damage during the return transport.

💡 You can easily identify in-stock dresses on our website — they are the ones listed at this link.

3. Exchanges and credit voucher

• You may request a size or model change within 7 days of receiving the dress.

• Shipping costs for exchanges are borne by the customer.

• If you do not wish to make an exchange immediately, you can request a credit voucher with no expiration date.

4. Order cancellations

We understand that sometimes you may change your mind. However, since we work on a made-to-order basis and start processing your dress as soon as you make your purchase:

✅ You can cancel your order only if:

• You request the cancellation within the first 24 hours after placing the order.

• A 5% retention fee applies to cover banking and administrative costs.

❌ Cancellations are not accepted:

• After 24 hours from placing the order.

• Even if the dress has not yet been shipped, as production or processing will already be underway.

5. Our delivery and quality guarantee

At Auguro Sempre, we work with the utmost care to ensure your dress arrives in perfect condition. Each garment undergoes a quality control process before shipping. However, if upon receiving your order you detect any manufacturing defect, damage, or error in the model or size, rest assured that we will take full responsibility.

✅ What happens if your dress arrives damaged or incorrect?

• We will send you a new dress in perfect condition at no cost, or

• If you prefer, we will issue a full-value credit voucher to use whenever you wish.

📌 Conditions:

• You must report the issue within 48 hours of receiving the order, including clear photos of the defect or error.

• The dress must remain unused and retain its original tags and packaging.

• Once the issue is verified, we will handle pickup and replacement shipping at no cost to you.

🕊️ Our commitment is to ensure a safe, special experience free from unpleasant surprises. If something isn’t right, we will fix it — with you and for you.

6. Need help?

We’re here to assist you with any questions about your order, sizing, or exchanges. Write to us at:
📧 contact@augurosempre.com
or contact us via WhatsApp through our website.

7. Acceptance of this policy

By making a purchase in our online store, you expressly accept this policy on exchanges, returns, and cancellations.
We recommend reading it carefully before confirming your order. If you have any doubts, please contact us before completing your purchase — we’ll be happy to help.

📌 Quick Summary

8. Credit voucher conditions

Credit vouchers issued by Auguro Sempre as a result of an exchange or return can be used to purchase any product from the store, including in-stock dresses.

However, if you purchase an in-stock dress with a voucher and decide to return it, no cash refund will be issued. Instead:

• You can request another exchange (for size or model), or

• Receive a new voucher for the same amount.

⚠️ This means that purchases made with a voucher are not refundable in cash or card, even if the item purchased is an in-stock dress.

This measure ensures the fair use of vouchers and maintains balance in our exchange and return policy.

9. Express tailoring — special conditions

At Auguro Sempre, we understand that sometimes time is of the essence. That’s why we offer an express tailoring service, which shortens the standard delivery times for your dress.

However, this service involves prioritized and personalized management of each garment, and therefore comes with special conditions:

• Express tailoring orders are non-refundable under any circumstances, not even by voucher.

• If you decide not to use the dress, the express service fee cannot be reused for another order or applied to a new dress.

• If you require a new express dress, the service fee must be paid again.

⚠️ This surcharge covers priority in production, materials, and dedicated staff, and therefore cannot be transferred or reused in any way.

All our designs undergo thorough quality control before leaving our offices. We take detailed and general photos of each one.

Therefore:

Returned items must be in their original condition, free from makeup, marks, or stains, and must not have been worn, altered, or washed. All tags must remain in place, and there must be no tears, loose seams, or similar damage.

RECOMMENDATIONS FOR TRYING ON AT HOME:
We suggest trying on all items as soon as they are received to ensure you can make exchanges within the specified time frame. Please try on the dress after showering to avoid contact with lotion, deodorant, or makeup. Try the garment in a clean, scent-free environment — if the dress carries an odor of tobacco, perfume, or air freshener, it cannot be returned. Also, try your dress on clean floors, rugs, or tiles to avoid dirtying the hem.

All returned items are subject to further quality control. Exchanges or returns are only available after the items have passed inspection. If, for any reason, your item does not pass quality control, the design cannot be exchanged or returned under any circumstances.

CUSTOMS: For shipments outside the European Union and to the Canary Islands, customs fees are the responsibility of the customer — both upon receiving the item and if a return is made. If a package arrives with customs charges, the import fee will be deducted from the refund, and proof of customs payment will be sent via email.

POLICY UPDATED AND EFFECTIVE AS OF OCTOBER 1, 2025