Refund policy

Sample service (USD 99 plus shipping)

The USD 99 standard sample service fee covers sourcing, handling and preparation of samples. Shipping is charged separately. Additional sample or product charges may apply for special items and will be confirmed before processing. No sample is sourced, prepared or shipped before payment is received.

• Cancellation before sourcing begins: if you cancel in writing before we have started sourcing your sample, we refund the full amount paid.
• After sourcing begins: the service fee is non-refundable, because the work and the third-party sample cost have already been committed.
• Wrong or damaged samples: tell us within 7 days of delivery with photographs. We will replace the item at our cost or refund what you paid for it, at your choice.
• Samples are taken from ready stock. Small variations in shade, wash, measurement and packaging between the sample and the bulk lot are normal and are not grounds for refund.
• Approved refunds are issued to the original payment method within 10 business days of approval.

Bulk stock lots

Bulk lots are not sold through the online checkout, so this policy does not cover them. Payment, inspection and rejection terms for a bulk lot are set out in the written sales contract for that lot. Because lots are sold as ready stock on an as-is basis, they are not returnable once collected or shipped, except as that contract provides.

Questions: fashion@empenzo.com