Refund policy

At Bau Couture, each piece is handcrafted in our atelier in Milan with exceptional attention to detail. As a small, independent couture brand, every item is made with care and often produced to order. For this reason, we kindly ask you to review our return policy carefully before purchasing.

Made-to-Order & Customized Items

All customized, personalized, or made-to-measure items are final sale.

This includes:

  • Custom sizing

  • Fabric or design modifications

  • Personal embroidery or special requests

Customized pieces cannot be returned or exchanged unless the item is defective.

Minor variations in fabric, color tone, or finishing are part of the artisanal process and are not considered defects.

Size Exchanges (Non-Custom Items Only)

We offer size exchanges only for non-customized items.

To be eligible:

  • The item must be unused

  • In original condition

  • Free of hair, odor, or signs of wear

  • Returned with all original packaging and tags

Exchange requests must be made within 14 days of delivery.

Return shipping costs are the responsibility of the customer.

Returns

As a small business, we do not offer general refunds for change of mind.

Returns may only be accepted if:

  • The item arrives damaged

  • The item received is incorrect

All return shipping costs are the responsibility of the customer unless the product is confirmed defective.

Refund Process

  1. Contact us within 14 days of delivery at
    support@baucouture.it

  2. Provide your order number and if necessary clear photos of the issue.

  3. Once approved, we will send you the return address. 

  4. Once received in good condition, refunds will be processed to the original payment method.

Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Important Notes

  • Original shipping fees are non-refundable.

  • Import duties, VAT, and customs charges are non-refundable.

  • If a returned item shows signs of use, the refund may be denied.

Defective or Incorrect Items

If your item arrives damaged or incorrect:

  • Contact us within 48 hours of delivery

  • Email: support@baucouture.it

  • Include your order number and clear photos

Once reviewed, we will offer:

  • A repair

  • A replacement

  • Or a refund (if applicable)

International Orders

For international orders:

  • Import duties, VAT, and customs fees are the responsibility of the customer

  • These charges are non-refundable

  • Bau Couture is not responsible for delays caused by customs authorities

How to Request an Exchange or Report an Issue

Please email within 48 hours of delivery to support@baucouture.it

Include:

  • Order number

  • Full name

  • Description of the issue

  • Photos (if applicable)

Returns sent without prior approval will not be accepted.

Final Note

As a small couture atelier, we create each piece with dedication and care. If you are unsure about sizing or customization, we encourage you to contact us before placing your order — we are happy to assist you in choosing the perfect fit for your dog.