Return and Refund Policy

Before Shipment Cancellation fee: $3 per item

If you cancel before your order has been processed and shipped, a small $3 processing fee per item will apply. We'll refund the remaining amount to your original payment method within 1–3 business days.

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After Shipment Cancellation fee: $10 per item

Once your order is on its way, we cannot cancel it mid‑transit. Please receive the package first, then contact us to request a return. A $10 processing fee per item will apply, and return shipping will be your responsibility. Any customs duties or import fees incurred when the returned package enters our country will also be your responsibility.

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After Delivery

We will cover return shipping and duties if the issue is our responsibility.

• This includes items that are defective upon arrival or damaged during international transit. For these cases, please refer to the detailed guidance in Section 3 below.
• We will cover the return shipping costs and any related customs duties. We want to make sure you receive your Pettilia piece in perfect condition.

Returning for personal reasons?

• If you change your mind, prefer a different size, or no longer wish to keep the item, a $10 processing fee per item will be deducted from your refund.
• The return shipping costs, along with any customs duties or import fees incurred, will also be your responsibility.

Return shipping and duties depend on the reason for return:

• If the item arrived damaged during international shipping or has a manufacturing defect: We will cover the return shipping costs and any related customs duties. We want to make sure you receive your Pettilia piece in perfect condition.
• If you are returning for personal reasons (e.g., changed your mind, prefer a different size): The return shipping and any applicable customs duties will be your responsibility. These costs will be deducted from your refund. We recommend using a tracked shipping service to ensure your return reaches us safely.

To initiate a return:

• Email us at support@pettilia.com within your applicable return window.
• Include your order number, the items you'd like to return, and the reason.
• We'll provide you with the correct return address — please wait for our confirmation before sending anything back.
• Pack the item in its original packaging with all tags attached.
• Ship the return using a trackable method if you're responsible for shipping costs.

✨ Minor Damage (still wearable)

Examples: loose button, small dirt, slight glue separation.

We will offer:

• Free repair guidance (video or written instructions)
• A partial refund ($3–$10 USD) for local repair

Full refunds or free returns are not offered for minor damage. If you still wish to return it, return shipping and customs duties will be your responsibility.

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⚠️ Major Damage (unwearable)

• Contact us within 48 hours of delivery with clear photos or video showing the damage.
• We will offer a partial refund, replacement (if available), or store credit — and we will cover the return shipping for major damage cases.

If you are in the European Union (EU), you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

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How to Withdraw

• Initiate withdrawal from your account order page, or email support@pettilia.com.
• Contact us before returning — we may offer faster, more cost‑effective solutions.
• This does not affect your legal right to withdraw within 14 days.

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Return Shipping & Duties

If you are withdrawing for personal reasons (e.g., changed your mind), you are responsible for the return shipping costs and any customs duties incurred.

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Restocking Fee

A 20% restocking fee will be deducted from your refund to cover handling and processing costs.

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Refund Timeline

We will process your refund within 3 business days of receiving the returned goods.

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⚠️ Exemptions – Custom‑Made Products

The right of withdrawal does not apply to custom‑made or personalized products.

• Custom‑sized products made using your measurements
• Products with customer‑requested alterations
• Personalized products with names, custom text, or images

• Packages returned to sender or destroyed because the local courier could not reach you
• Delivery failure caused by an address change after shipment, or incorrect address/phone number provided by you
• Items damaged due to wear, misuse, or improper care after delivery
• Packages reported as lost without official loss confirmation documents from the carrier
• Force majeure events (natural disasters, wars, or other circumstances beyond our control)

About Shipping Delays

While we are unable to offer compensation for shipping delays — as these are often caused by customs processing, carrier operations, weather, or other factors beyond our control — we will always do our best to help track your package and work with the carrier to resolve any issues. If the parcel is officially confirmed lost by the carrier, we will offer a full refund or replacement.

• Keep original packaging and tags until you're sure you want to keep your item.
• Returned items must be unworn and in original condition.
• Always contact us first — unsolicited returns may not be processed.
• We're here to help: support@pettilia.com 💕