Clear terms before anything is ordered.

Product descriptions and the order discussion explain whether an item is ready-made, personalised or made to your specification. Check measurements, colour, construction, delivery estimate and any personalisation carefully. Contact us before ordering if anything is unclear.

For most ready-made goods bought online, you may cancel within 14 days after the day you receive the goods, then return them within the following 14 days. Tell us clearly by email at info@afiovana.com and we will provide return instructions.

Unless the goods are faulty or we agree otherwise, you are responsible for the direct return cost. You may inspect the goods as you would in a shop, but we may reduce a refund if handling beyond that has diminished their value.

The statutory change-of-mind cancellation right does not normally apply to goods made to your specification or clearly personalised. We will identify this before you order. This does not affect your rights if goods are faulty, not as described or otherwise do not conform to the contract.

Where an item is supplied sealed and is genuinely unsuitable for return for health-protection or hygiene reasons, the change-of-mind right may be lost after the seal is broken. This exception is used only where the legal conditions are met. It does not remove rights for faulty or misdescribed goods.

Contact us promptly with the order number and a clear description of the issue. Your statutory consumer rights are not restricted by this policy.

Where a valid cancellation applies, required sums are refunded using the original payment method within the statutory period. For returned goods, this is normally within 14 days after we receive the goods back or receive evidence that they were sent, whichever is earlier. Basic outbound delivery is refunded where required; premium delivery upgrades are not necessarily refundable.

If a service is booked online or by phone, a 14-day cancellation period may apply from the date the contract is made. If you expressly ask us to begin during that period, you may need to pay a proportionate amount for work already supplied. The cancellation right may end after full performance where the required request and acknowledgement have been given.

The separate paid booking flow will display its exact rescheduling, late-cancellation and no-show terms before payment. Any charge must be fair and reflect genuine loss.

Do not send a product without contacting us first. We will confirm whether the return is accepted and provide the correct return address and packaging instructions. The public atelier address must not be assumed to accept postal returns.