Refund policy

Return Policy (EU & International Customers)

We take great care in crafting each Sablétoiles piece. Because our garments are produced in limited quantities, we follow a clear and structured return policy aligned with EU consumer law and reinforced with strict international standards.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

1. EU Customers (European Union)

1.1 Right of Withdrawal — 14 Days

EU customers have the legal right to withdraw from their purchase within 14 days from the date of delivery.
 To exercise this right, customers must notify us in writing within the 14-day period.

After submitting the withdrawal notice, the customer must ship the item back within 14 days.

1.2 Return Shipping Requirements

  • Customers are responsible for arranging the return and covering all return-shipping costs.

  • Returns must be shipped using tracked shipping only.

  • The customer bears full responsibility for the parcel until it reaches us.

  • All returns must be shipped from the same country to which the order was originally delivered.
    Returns shipped from a different country will not be accepted.

If a package is lost, damaged, delayed, mishandled, or stolen during transit, the customer—not the company—is liable.

1.3 Condition of Returned Items

A return will be accepted only if the item meets all of the following conditions:

  • Unused and in excellent condition

  • No signs of wear beyond trying the garment on

  • No perfume, stains, makeup, deodorant, sweat, pet hair, or mark

  • Original tag attached and intact

  • All original packaging included (dust bags, boxes, protective materials, etc.)

Items that fail these standards will be rejected and returned to the customer at their expense.

1.4 Refund Process / Exchange

Refunds are issued only after:

  1. We receive the item, and

  2. We perform a full inspection and confirm compliance.

To start a return, you can contact us at info@sabletoiles.com. 

Approved refunds are processed within 14 days of receiving the item and are issued via the original payment method. 

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@sabletoiles.com.

Exchanges

We do not offer direct item-for-item exchanges. If you wish to request a different size, color, or style, please return the original item first.

Once your return is approved, you may place a new order for the replacement piece. This ensures availability and guarantees you receive the exact item you want without delay.

1.5 Non-Returnable Items

Under EU law, the following items cannot be returned:

  • Custom-made, personalized, altered, or made-to-order pieces

  • Any item that shows signs of use

Unfortunately, we cannot accept returns on sale items or gift cards.

Non-returnable items further clarification by law:
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

2. International Customers (Outside the EU)

International returns follow a stricter policy due to customs regulations, shipping risks, and higher operational costs.

2.1 Return Request Approval Required

Customers must contact us immediately upon receiving the order to request a return.

All international returns require written approval before being shipped.

The company reserves the right to decline requests that do not meet policy criteria.

2.2 Shipping Deadline

If the return is approved, the item must be shipped within 14 days of approval.
Late shipments will not be accepted.

2.3 Return Costs, Customs & Regulations

The customer is fully responsible for:

  • Return shipping costs

  • Customs duties, clearance fees, and import/export taxes

  • Any additional charges incurred during transit

  • Shipments with unpaid customs or duties will not be accepted.

  • All returns must be shipped with tracked and insured shipping.

  • Returns must be shipped from the same country to which the order was originally delivered.

  • Returns sent from another country will be rejected due to customs and compliance restrictions.

  • The customer remains responsible for the parcel until it reaches us.

2.4 Condition Requirements

International returns must meet all the same strict standards as EU returns:

  • unworn, unused, undamaged

  • no scents, stains, marks, or signs of use

  • original tag intact

  • all original packaging included

Any deviation results in automatic rejection.

2.5 Refunds for International Orders

If approved after inspection, refunds cover only the product value.

Shipping fees, customs charges, and taxes are not refundable.

2.6 Non-Returnable Items

International customers cannot return:

  • custom-made, personalized, or made-to-order pieces

  • altered garments

  • items showing any signs of wear or damage

3. Final Notes

Failure to follow any part of this policy—including timelines, packaging requirements, shipping method, country-of-return restrictions, or condition standards—will result in the return being rejected.

The company reserves the right to refuse any return that does not fully comply with this policy.

You can always contact us for any return question at info@sabletoiles.com.