Refund policy
We hope you love your ENCORE piece. If something isn't quite right, please contact us within 14 days of receiving your order to request a return.
To be eligible for a return, the item must be unused, in its original condition and returned with any original tags or packaging.
Please contact us at hello@encoresuisse.ch before sending anything back. Returns sent without contacting us first may not be accepted.
Unless the item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer.
Personalised and custom-made pieces
Because personalised and custom-made pieces are created specifically for you, they cannot be returned or exchanged.
This includes personalised name and letter banners, as well as Memory Pieces created using clothing or textiles supplied by the customer.
Please check all personalised information carefully before placing your order. Personalised items cannot be returned or refunded due to spelling mistakes or incorrect information provided by the customer.
Customer-supplied textiles
For customized pieces made using your own clothing or textiles, please be aware that the materials you send to ENCORE will be cut and altered as part of the making process.
Unless otherwise agreed in advance, unused fabric, offcuts and remaining pieces will not be returned. Small scraps created during production may be recycled, reused or disposed of as appropriate.
Once cutting or production of a custom piece has begun, the original materials cannot be restored to their previous condition.
Handmade and reclaimed materials
ENCORE pieces are handmade using reclaimed materials wherever possible. Small variations in colour, pattern placement, texture, dimensions and finish are a natural part of the handmade process and are not considered defects. New materials may be used where necessary for functionality, durability or finishing.
Damaged, defective or incorrect items
Please inspect your order when it arrives. If your item is damaged, defective, or you have received the wrong item, contact us as soon as possible with your order details and, where possible, photographs of the issue.
We will assess the problem and arrange an appropriate solution, such as a repair, replacement or refund where applicable.
Exchanges
We do not offer direct exchanges. If you would like a different eligible item, please contact us to arrange a return and place a new order. Personalised and custom-made pieces cannot be exchanged.
Refunds
Once your return has been received, we will inspect the item and let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
Original shipping charges are not refunded unless the return is due to an error on our part or an item arriving damaged or defective.