We want you to be happy with your Delevert piece. This policy explains your rights to cancel, return, or claim a refund, and works alongside our Terms & Conditions.

Cancelling an order

Because every item is handmade, your cancellation rights depend on the service level of your order:

• Made to Order: you have the standard 14-day right to cancel under the Consumer Contracts Regulations 2013. Contact us at info@delevert.com with your order number before your item is dispatched. If production has already started, we may deduct our reasonable production costs from your refund.
• Made to Measure: because these items are altered to your specification, this statutory cancellation right does not apply once we've confirmed your order and begun production.
• Full Bespoke: as items made entirely to your specification, this statutory cancellation right does not apply once we've confirmed the design and begun work. Your 50% deposit is non-refundable from that point, save where the item is later found to be faulty.

Returning a non-faulty Made to Order item

If you cancel a Made to Order item after it has been dispatched, you may return it for a refund provided it is unused, unworn, and in its original packaging. Please contact us at info@delevert.com with your order number first, so we can confirm the return. Return shipping is at your own cost, and we recommend using a tracked service, as we can't be responsible for items lost in transit back to us.

Personalised items

Items that include personalisation, such as monogramming or embossing, cannot be returned or exchanged once production has begun, as they are made specifically for you. This does not affect your rights if the item is faulty.

Refunds

Once we've received and inspected your returned item, we'll process your refund to your original payment method within 14 days. We'll email you to confirm once it's on its way.

Exchanges

We don't currently offer exchanges (for example, for a different size or colour) — eligible returns are refunded rather than swapped. If you'd like a different specification, you're welcome to place a new order.

Faulty or damaged items

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, which apply to every order regardless of service level. If your item arrives faulty, damaged, or not as described, email info@delevert.com with your order number and photos of the issue within 14 days of delivery, and we'll arrange a repair, replacement, or refund as appropriate — including covering return shipping in this case. Please note that natural variations in leather grain, colour, and markings are a feature of the material and are not considered faults.

How to start a return

Email info@delevert.com with your order number and the reason for your return. Please don't send an item back before we've confirmed it's eligible — unauthorised returns may not be accepted.