Refund policy

1 - Delivery

Our products are handcrafted to order, using high-quality materials and personalized to the customer's specifications when requested. The production of the Traversi and Castigo lines takes approximately 14 business days from payment confirmation and shipping address verification. Some variations may depend on supplier timelines. Items will be delivered to the address provided at the time of order. In case of delays, especially during holiday periods, we will promptly inform you to ensure timely updates.

2 - Shipping Costs

• Italy: Free shipping for orders over € 100.

• International: Free shipping for orders over € 500, excluding any import duties and taxes (see points 3 and 4).

3 - Return Costs and Refunds

Return shipping costs are the responsibility of the customer. The refund will cover only the product value, excluding shipping costs and any applicable taxes or customs duties.

4 - Import Duties and Taxes

For international orders, import duties or additional taxes may apply. These are not included in the product price or shipping costs and are the responsibility of the customer. These costs vary depending on the regulations of the destination country. We recommend contacting your local customs authorities before placing an order, as we have no control over these fees and cannot predict their amount.

5 - Return Costs and Refunds – Non-EU Countries

Return shipping costs are the responsibility of the customer. The refund will cover only the product value, excluding any customs duties and VAT.

6 - Refundable Products

As our products are made to order and personalized by color and components, returns are not accepted, except in the case of manufacturing defects not reported at the time of purchase or size errors. If you believe there is an issue, we will evaluate each case individually, respecting the work behind each piece.

Return requests must follow our procedure and include a description of the defect with photographic documentation. For hygiene reasons, we do not accept returns on intimate items such as panties.

7 - Returns – Made to Order and Preorder

Returns or exchanges are only accepted in cases of manufacturing defects or size errors. Each piece is carefully crafted in our atelier and undergoes quality control before shipping. If defects occur, we also offer a repair or replacement service (see point 15).

Return Conditions:

• The return request must be sent to info@traversi-studio.com within 7 business days of receiving the order.

• The return must be approved by us via email within 7 business days of the request.

• The product must be new, unused, with labels and original packaging.

• Return shipping and any customs fees are the responsibility of the customer, unless otherwise agreed in writing.

• Returns for intentionally damaged or improperly used products will not be accepted.

If the defect is confirmed, we offer a size exchange, replacement, or a voucher of equal value, valid for 2 years, instead of a monetary refund. This policy helps prevent abuse of the return process.

8 - Returns – Archive Products

Archive products, sold at a reduced price due to minor defects or use in photo shoots, are non-refundable, except in the case of defects not mentioned at the time of purchase.

Return Conditions:

• The return request must be sent to info@traversi-studio.com within 7 business days of receiving the order.

• The return must be approved by us via email and follow the given instructions.

• The product must be new, unused, with labels and original packaging.

• Return shipping costs are the responsibility of the customer, unless otherwise agreed.

If the defect is confirmed, we offer a size exchange, replacement, or a voucher of equal value, valid for 2 years.

9 - Returns – Bespoke Products

Due to the personalized nature of these items, returns for bespoke products are not accepted. However, if an error occurs on our part, we will carry out the necessary checks. If confirmed, we will provide a voucher equivalent to the value of the purchase.

10 - Wrong Size

We encourage you to check our size guide (link) and contact us at info@traversi-studio.com for any doubts. Size exchanges are assessed on a case-by-case basis. Generally, bespoke accessories cannot be returned. For clothing, our return policy allows for individual evaluations, excluding personalized and bespoke items.

11 - Damaged Item Received

If the product you received is defective, please contact us immediately for a free replacement and return of the damaged item. Write to info@traversi-studio.com, providing your order number and attaching a photo of the issue.

12 - Quality Control

Each item is documented with photos and videos at the time of order preparation. Every product has a progressive warranty code for precise identification. Upon receiving a return, we will verify its condition compared to its recorded state before shipment.

The company reserves the legal right to refuse returns in cases of suspected intentional damage. Returns will only be approved after our verification, and you will be notified within 7 business days, excluding holidays.

13 - Refund Time

Once the return is received, we will check the condition of the items and proceed with the refund if approved. The refund may take up to 7 calendar days to be credited to the original payment method. Refund delays may depend on banking circuits, and any applicable bank fees will not be refunded.

14 - Returning an Item Purchased with a Gift Card

Items purchased with a Gift Card will be refunded onto the same Gift Card. If the amount was split between a Gift Card and another payment method, the refund will be processed accordingly.

15 - Repair Service

We offer a free repair service, where possible, for our products. Each request will be evaluated individually, and if it meets our criteria, the repair cost will be fully covered by us.

The shipping cost to send us the product is the responsibility of the customer, while the return shipping of the repaired item is covered by us for national shipments. For international shipments, return shipping costs remain the responsibility of the customer.