We understand that ordering a caftan for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our caftan is made to order, and once the creation process has begun the materials cannot be reused. The good news is that after placing your order, there is still time to make up your mind. Please refer to our cancellation policy below for details.
Our Cancellations Policy
- Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders canceled within 24 to 72 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 70% of the product purchase price.
- Orders canceled within 72 to 120 hours of payment confirmation will be eligible for a partial refund consisting of full shipping cost and 40-60% of the product purchase price.
- Orders cancelled beyond 120 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 30% of the product purchase price.
- Once your order has been shipped, it can no longer be cancelled.
We accept return of products. Customers have the right to apply for a return within 7 days after the receipt of the product.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.
Returning For Replacement or Refund
Your satisfaction is of utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the caftan has been made to your order specifications. Try on your caftan as soon as possible without removing the tags, altering, or washing the caftan. If you are returning or exchanging the caftan, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.
Defective, Damaged or Mis-shipped Items
You are eligible for a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items. If you believe your items were damaged during delivery, you must first obtain "Proof of Damage" documentation from your delivery carrier.
Sizing or Fitting Issues
As all of our caftans are hand-sewn and custom tailored, the finished gown may vary by approximately 1 inch in either direction of the specified measurements. To ensure that your caftan will still fit you perfectly, our tailors have created all our caftans with additional fabric in the seams to allow minor size modifications to be made easily.
It is not the size you ordered
Should your caftan size differ from the specifications of your order by more than one inch, we encourage you to find a local tailor to make adjustments, and we will gladly reimburse you for up to 100% of the product price in tailoring costs. If you choose this option, please remember to request a receipt from your tailor as a copy of it must be provided when requesting reimbursement.
It is the size you ordered but does not fit
The caftan that do not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our caftans are made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost. Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
The settings of your computer screen may alter the color of the pictures shown on berlinnova.com. Slight color mismatches between the color of your caftan and the color shown on screen may not mean that the caftan is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
- Contact our customer service within 3 days of your order's delivery date. Include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
- Once Customer Service has approved your request, please send the item and the completed Product Return Form back to us as soon as possible.
- Once received at our facility, your return will be processed in 3 to 5 business days. Once your return is confirmed and inspected, please allow up to two billing cycles for it to be credited to your account. Items returned in unacceptable condition we will not be processed as refunds and will be shipped back to you.
Refund will not be accepted without prior approval from Customer Service Representatives, do not send it back without letting us know. Please contact us for the new shipping address after approval to send it back, we do not take any responsibility if you use a different address without our confirmation.
We offer full refund on any items that are found to be faulty or damaged due to our fault, please contact with our customer service representatives as soon as you can. Damage caused because of the fault of the third party or customer’s own fault cannot apply for a refund.
For wrong items you received, please make sure the item is unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached and will not affect the secondary sales. After we received and confirmed your returned items, we will perform a full refund or make a replacement at your side.
Customers will get a partial refund for returned items if some original parts missing or stained、damaged after arrival. Please provide all the proof with details and our responsible team will reply to you in 48 hours, please be noted that do NOT send it back without letting us know. We will offer you a new address to send it back and after that we will make you a partial refund then.