Refund policy
Also, remember that if you choose to redeem your gift card, you'll get an extra 20% off your next purchase!
REMEMBER
Due to the nature of the product, headdresses, tiaras, hats, pamelas, bows, etc., as well as wedding dresses from the Collection and READY TO LOVE dresses, which are custom-made for each client, do not allow changes or returns(*). This also includes earrings, combs, handmade handbags and perfumes.
Regarding Cherubina masks, given the handmade nature and hygienic nature of these items, all sales are final and NO RETURNS.
RETURNS
HOW DO I RETURN FROM THE NATIONAL PENINSULA OR THE BALEARIC ISLANDS?
To request a return of a party, casual or homewear collection quantity, we offer different options:
1. RETURN AT A STORE IN SEVILLE OR MADRID - FREE OF CHARGE
2. POST DELIVERY
If you are in mainland Spain or the Balearic Islands and have a printer, this option is the easiest and most convenient. You can leave your order at any point of your choice of Poczta Polska.
Manage your change or return using the link below in 3 easy steps. You do not need to call us or notify us by e-mail.
Click here to manage your return
The cost of this service is 3.99€ and this is the amount that will be deducted from your refund.
3. COURIER DELIVERY
If you are in mainland Spain or the Balearic Islands and cannot print labels or prefer to mail them, please continue
1. Inform us of your wish to return within 14 calendar days of receipt by e-mail to pedidosweb@cherubina.com.
2. Wait for a response with the appropriate instructions to make a refund for a refund. When requested via email, the date and time will be saved so that in the event of a weekend between holidays or no response within 24 hours, you can still meet the deadline.
You can choose one of these two options to make a refund:
- Send the package yourself. You will not need any sticker from us as the same courier agency you choose will be responsible for delivering it. By post, we will provide the address to which the package should be sent. Please note that shipping costs are not refundable under any circumstances.
- Ask the courier via CHERUBINA to pick up the package at the place indicated by you. On this occasion, we will provide you with a label that you must stick on the package so that the courier can easily pick it up. Please note that the cost of this service (€6.99) will be deducted from your final refund.
Please do not ship the package without first notifying us or receiving a response from us.
3. Pack the product to be returned/exchanged as best as possible in its original packaging/box so that it will not be damaged during transport and subsequent delivery. Any defect that is found upon delivery at the warehouse/workshop and has not been previously reported will affect the refund of the product.
The return will be reflected in your account within approximately 15 business days from the date the returned product arrives at our offices or one of our stores.
Please note that shipping costs received when placing an order are non-refundable under any circumstances, nor are taxes or duties associated with the shipment. If we have to pay any of these costs when collecting the parcel, we will deduct it from the refund amount.
HOW DO I RETURN BEYOND SPAIN (OR CANARY ISLANDS, CEUTA AND MELILLA)?
To request a refund for a party, casual or homewear collection outside of Spain, follow these steps:
1. Inform us of your wish to return within 14 calendar days of receipt by e-mail to pedidosweb@cherubina.com.
2. Wait for a response with the appropriate instructions to make a refund for a refund. When requested via email, the date and time will be saved so that in the event of a weekend between holidays or no response within 24 hours, you can still meet the deadline.
Unfortunately, we do not have an international pick-up service, so for a refund you must return the items to us at:
CHERUBINA
Avd. Ingeniería, 9, Talleres 72 y 77,
Parque Empresarial Arte Sacro (PEASS)
41015 Sevilla
(+34) 954 969 614
Please do not ship the package without first notifying us or receiving a response from us.
3. Pack the product for return/exchange as well as possible, in the original bag/box, so that it will not be damaged during transport and subsequent delivery. Any defect that is found upon delivery at the warehouse/workshop and has not been previously reported will affect the refund of the product.
The refund will be reflected in your account within approximately 15 business days from the date the returned product arrives at our offices.
Please note that shipping costs received when placing an order are non-refundable under any circumstances, nor are taxes or duties associated with the shipment. If we have to pay any of these costs when collecting the parcel, we will deduct it from the refund amount.
WHEN WILL I RECEIVE A REFUND?
Once we receive the items you want to return, we will issue a refund. This will be reflected in your account within approximately 15 business days from the date your returned product reaches our offices, using the same method as when you purchased it.
CHANGES (SIZES, MODELS OR COLORS)
The first resizing will always be free!
HOW TO MAKE AN EXCHANGE WITHIN A NATIONAL PENINSULA OR BALEARIC ISLANDS?
To request a size, model or color change, follow these steps:
1. Please inform us of your desire to change the received item within 14 calendar days from the date of receipt, to the e-mail address pedidosweb@cherubina.com.
2. Wait for a response with the appropriate instructions for changing the size, model or color. When you request a change by email, the date and time will be saved so that if there is a weekend between holidays or no response within 24 hours, you still meet the deadline.
Please do not ship the package without first notifying us or receiving a response from us.
3. Pack the product for return/exchange as well as possible, in the original bag/box, so that it will not be damaged during transport and subsequent delivery. Any defect found on delivery at the warehouse/workshop that has not been reported in advance will result in a change to the product.
4. We will ask the courier to pick up the package at the place indicated by you and at the same time deliver you new clothes. The first change will be free of charge, under the conditions as if you had purchased a new product. After this time it will cost 6€ which is non-refundable at any time.
HOW DO I MAKE AN EXCHANGE OUTSIDE SPAIN OR THE CANARY ISLANDS, CEUTA AND MELILLA?
To request a size, model or color change for a party, casual or home collection outside of Spain, follow these steps:
1. Inform us of your wish to return within 14 calendar days of receipt by e-mail to pedidosweb@cherubina.com.
2. Wait for a response with the appropriate instructions for changing the size, model or color. When requested via email, the date and time will be saved so that in the event of a weekend between holidays or no response within 24 hours, you can still meet the deadline.
Unfortunately, we do not have an international pick-up service, so for a refund you must return the items to us at:
CHERUBINA
Avd. Ingeniería, 9, Talleres 72 y 77,
Parque Empresarial Arte Sacro (PEASS)
41015 Sevilla
(+34) 954 969 614
Please do not ship the package without first notifying us or receiving a response from us.
3. Pack the product for return/exchange as well as possible, in the original bag/box, so that it will not be damaged during transport and subsequent delivery. Any defect that is found upon delivery at the warehouse/workshop and has not been previously reported will affect the refund of the product.
4. Once we receive the item in our warehouses, we will proceed to ship the new garment, color or size, upon payment of the new shipping costs resulting from that new shipment.
(*) DAMAGED / DESTROYED / WRONG PRODUCT
If you receive a product with a manufacturing defect, tare or incorrect packaging, you must notify us by email at pedidosweb@cherubina.com within 48 hours of receiving it.
Be sure to send us a high resolution photo of the damaged, defective or faulty item and keep that item for return management purposes, as well as a photo of the original packaging, CHERUBIN packaging, which you must also keep. We will indicate the procedure to proceed to return it. The goods received must be in their original packaging and in perfect condition.
Returns of used or tampered products will not be accepted.
After receiving the goods and checking their condition, the corresponding amount will be paid using the payment method used in the order or exchanged for another item of the same type in perfect condition.
ORDER CANCELATION
Until your order has been packed and/or left our facilities, you may cancel some or all of the items in your order.
Please note that only cancellations communicated through our official customer service channels will be valid: by email (pedidosweb@cherubina.com) or by phone (954 96 96 14)
Please note that refunds may take several hours to complete.