Refund policy

RETURNS & REFUND POLICY

Returns Policy

You have 14 days from the date of receiving your order to initiate a return for a full refund. Please ensure that all items are returned in their original condition, unworn, and with all tags still attached.
Please ensure that the items are free from any odors, including but not limited to perfume, smoke, or other strong scents.
You must have proof of purchase (order number or receipt) when making a return.

Returns that do not meet our policy will not be accepted and will be sent back to the customer.

As all our designs are couture, please note that we do not offer exchanges. However, your right to return items in accordance with our return policy remains intact.

Exclusions

Please note that the items listed below are excluded from our Returns & Refund Policy:

  • Custom-made and personalised items, including Bespoke Pre-Order Designs, which are non-returnable and non-refundable.

  • Final sale items. These are clearly marked as such on the product page. Products purchased during special promotions, such as the Anniversary Sale, Christmas Sale, Sample Sale, and other limited-time events, are also considered final sale. These items are non-returnable and non-refundable.

  • Earrings cannot be returned for hygiene and safety reasons and are therefore non-refundable.

  • E-gift cards (digital gift cards) are non-returnable and non-refundable.

How to Return an Item

To initiate a return, please follow these steps:

  1. Contact us: Notify us via email at cansu@cansuodemis.com with your order number and the items you wish to return.

  2. Return Authorization: Once your return is approved, we will provide you with return instructions.

  3. Pack your return: Ensure all items are in their original condition and packaging. Returns must be sent back within 14 days of receiving your return instructions.

Return Shipping

  • Customers are responsible for the cost of return shipping, unless the item is faulty or damaged upon arrival.

  • We recommend using a tracked delivery service for returns, as we cannot be held responsible for lost returns.

Refunds

Once the return is received, we will notify you by email to confirm its arrival. After inspecting the item to ensure it meets our return conditions, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be processed to the original payment method within 14 days of receipt and inspection of the returned item.

Please note that the original shipping costs are non-refundable unless your item is faulty.

We reserve the right to inspect returned items and refuse a refund if the item does not meet our return conditions. In such cases, the item will be returned to the customer at their expense.

Please allow some time for your refund to be processed by your bank or payment provider.

If you have not received your refund after a reasonable period, please check with your bank or credit card company first, as their processing times may vary.
If you require further assistance, please do not hesitate to contact us at: cansu@cansuodemis.com

Bespoke Pre-Order Policy

Bespoke pre-order items will be carefully crafted within 12 weeks from the date of order confirmation. This creation timeline does not include shipping time. Please allow additional time for delivery.

For more details on delivery timeframes, please refer to our Shipping Terms & Conditions.

As these bespoke pieces are custom-made and made-to-order, they cannot be returned unless they are faulty or not as described. 

For all Bespoke Pre-Order Clothing Designs:
As each piece is made-to-measure, we kindly ask that all body measurements are submitted accurately and in centimeters (cm). We cannot accept responsibility for fit issues resulting from incorrect, incomplete, or misconverted measurements provided by the customer.

For all Bespoke Pre-Order Jewellery & Accessory Designs:
Each piece is meticulously handcrafted, and slight variations in dimensions, detailing, or finish are part of its unique artisanal character. These natural variations are inherent to the craftsmanship and should not be considered faults or defects.                     

As bespoke pre-order bangle and bracelet designs are made-to-measure, we kindly ask that wrist circumference is submitted accurately and in centimeters (cm). We cannot accept responsibility for fit issues resulting from incorrect, incomplete, or misconverted measurements provided by the customer.

Creative Input & Designer Discretion:

While you are invited to suggest up to three preferred colours specifically for the detailing and embellishments — such as embroidery, embellishment, hand-painted details, or other decorative elements — of your bespoke pre-order clothing, jewellery, or accessory piece to personalise it, please note that the final design is curated by the designer Cansu Odemis to maintain artistic integrity and visual harmony.

The designer retains full creative discretion to incorporate complementary colours or adjust design elements as necessary to ensure a cohesive, balanced, and uniquely exquisite result. These creative decisions are an intentional and integral part of the bespoke process.

Important Note:

Any fit issues resulting from incorrect measurements submitted by the customer, or creative decisions made by the designer in the interest of artistic integrity, do not constitute faults or mean the piece is not as described, and therefore are not eligible for return or refund. By placing an order, you acknowledge and accept these terms and understand that the designer’s creative discretion is essential to the bespoke process.

Cancellation Policy:

Bespoke Pre-Order Designs can be canceled within 24 hours of purchase; after this period, cancellations will not be accepted, as production will have commenced.

Faulty Items

Items are considered faulty if they are not of satisfactory quality, fit for purpose, or as described.

Please note that items damaged as a result of normal wear and tear, accidental damage, or misuse will not be classified as faulty.

In the unlikely event that your item is faulty upon receipt, you may return it for a full refund within 14 days from the date of delivery.

Once we have inspected and confirmed the item is faulty, we will also cover the return shipping.

To process the return shipping refund, please provide a receipt or proof of the return shipping cost. Kindly note that refunds will only be issued upon receipt of this documentation.

This does not affect your statutory rights.

Product Details Disclaimer

Please note that all measurements provided for our products are approximate. Due to the handcrafted nature of the designs, slight variations in size, shape, or embellishment placement may occur.

While we make every effort to display product colours as accurately as possible, variations may occur due to differences in monitor settings, lighting, and individual screen calibration.

We cannot guarantee that your device's display will precisely reflect the actual colour of the item.

These differences are natural and should not be considered defects. Each piece is unique and crafted with care to the highest standards of quality.

Duties and Taxes Terms & Conditions

For international orders, please note that any applicable import duties, taxes, and other customs fees are the responsibility of the customer.

These charges are determined by the destination country and may be due upon delivery.

We recommend consulting with your local customs office for further details regarding any potential duties or taxes.

Duties and taxes are non-refundable, and any customs, taxes, or import charges incurred on the return of an item will also be the responsibility of the customer.