Any design from the collections can be custom made to your measurements.
We can also create your own custom design from scratch. Please submit your measurements and inspiration images/description to email@example.com for price quote.
Where and how to return your order
If you would like to return an item, please send it to:
204 County Rd 39
Southampton, Ny 11968
Download the RETURNS FORM here.
Please download and fill out the RETURNS FORM prior to returning any item. If your returns
form is returned blank or incomplete (ie. not clearly indicating if you are seeking a refund, credit
note or exchange) you will be given an automatic e-voucher/ credit.
Customers within the USA have 3 days upon receiving to return their item to qualify for return (please note, your return must be received within the 7 day timeframe).
If items are returned to us outside of the 7 day but within 14 days, a credit note will be processed as long as the item/s are in original condition.
Overseas customers must notify us that they are returning their item within 3 days of receipt and the item must be received back within 14 days of the day the item was received (not date of purchase).
If items are returned to us later than the 14 days’ timeframe, a credit note will be processed as long as the item/s are in original condition.
If a customer does not claim their item and the item is ‘returned to sender’ a credit note will be processed for the transaction.
Shipping is non-refundable and we don’t supply return labels. Returns shipping cost, is at the customer’s expense.
We strongly recommend ‘tracking’ be purchased for all returns as we will not be held liable if your item is not received.
*Please note that if you are returning items to us from an international location a Customs Declaration form must be completed and placed on the package. It is also very important that you label the items as ‘returned goods’. Failure to do so will result in the package being held in customs with charges applied for customs duty. The parcel will not be released and forwarded to us unless you the customer pays these fees. If you do not pay the fees, the parcel will be returned to you by the USA Customs Dept.
Parcels that are returned to us ‘Unclaimed’ or ‘Rejected’ by the customer on delivery will not be refunded and customers will receive a credit note. We provide full tracking for all parcels (via email alert) and it is the responsibility of the customer to ‘track’ their item and ensure they are available to sign for the parcel.
UNCLAIMED ITEMS: Please note that if a parcel returns to us as ‘UNCLAIMED’ you will receive a credit note. Unclaimed parcels do not qualify for REFUND.
How long will it take to process my Return
Once your order has been received at our studio, you will be notified via email, and your request processed.
We offer free shipping for the first time exchange, for any second exchange shipping is at the customer’s expense.
* REFUNDS: Please allow up to 10 business days for your refund to be processed and up to an additional 5 days for the funds to reach your account depending on your payment method.
* CREDIT NOTE: Please allow up to 7 business days for processing.
Please complete the RETURNS FORM with your name and order number. The Money will be refunded back into the account used to make the original purchase. Shipping costs are non- refundable.
Items that have been worn will not be refunded. Sale items will not be refundable.
Refunds are processed as reversals of the original payment, ie. If paid via credit card, we will refund to the same credit card. If paid via PayPal, we will refund to your PayPal account.
We cannot exchange or refund items purchased through our stockists or other online retail stores. Items must be returned to the original place of purchase.
Gift Cards/e-Vouchers/Credit Notes are non-refundable. If an item is returned that was originally purchased using either of these a reversal will be processed.
We do not refund against Gift Cards, Credit Notes or E-Vouchers.
If you wish to exchange your purchase for another item (excluding exchanges for size or color) we will provide you with a credit note to be used against a new purchase. Any additional payment can be made at checkout, as per a new order.
All credit notes have an expiry date of 2 months from the date they are generated. Any additional payment can be made by completing payment details as per a new order.
We offer free shipping for the first time exchange, a second exchange is at the customers expense.
We thoroughly inspect all garments prior to dispatch and advise customers to contact us within 48 hours upon receipt of their garment if they suspect that an item may be defective. If possible we also request that the customer send us an image of the ‘defect’.
Please ensure that you have notified us that you are returning a defective item and that you have completed the Returns Form correctly. If you need to return a faulty item please contact us and request authorization first.
We will not be liable for compensating you for the return postage cost if you have firstly not advised us of the issue/defect and received authorization for the return. We will send you a return label if a garment has been identified as defective or potentially defective. (USA customers only).
If a customer wears a garment even though it shows signs of ‘defect’ the customer has accepted the item in the condition it was received and the item is no longer eligible for refund or exchange. Garments that are returned as ‘defective’ will be inspected immediately they are received and an email notifying you of the outcome will be sent within 5 days.
* Garments damaged while being tried on will not be refunded or exchanged.
Goods are deemed defective if:
- a) the goods are damaged when the customer receives them
- b) the goods show a distinct manufacturing defect
* Please note that garments that are damaged as a result of wear and tear are not considered defective.
* Garments that have been dry cleaned, altered or garments that have any attempt at repair made by the customer or registered alteration specialist will be refused.
Postage and Delivery
U.S Only – Regular Shipping, $9.95 USD, 5-10 business days
International Express Courier Delivery, $19.95 USD, 4-7 business days
DHL Express, $49.95 USD, 2-3 business days- please inquire within! (This option is not available during the Christmas / New Year period)
Delivery time frames 2-7 business days approximately. Please note that processing of parcels once they arrive in the destination country can take some time and these timeframes are out Mariana Valentina’s control. Full tracking is provided on all parcels. Delays do regularly occur in many countries.
Please Note : if a customer overrides the required ‘signature on delivery’ by requesting a parcel to be left at their property Mariana Valentina will not be held accountable for parcels that have gone missing due to customer intervention whilst the parcel is in transit.
International Customs Charges
The prices within the online store DO NOT include relevant overseas duties and other customs charges may incur. These costs are outside of our control. Please ensure to familiarize yourself with your country’s customs charges and levies prior to placing an order. These duties are charged once an order reaches its destination (delivery country) and vary with each country.
Duties/taxes will vary widely from country to country. We recommend contacting your local customs office before ordering to avoid any unforeseen charges.
You may be able to claim back any duties and taxes paid at your local customs office if you return an item. Please contact your country’s customs office for more information.
We strongly recommend ‘tracking’ be purchased for all returns as we will not be held liable if your item is not received. A Customs Declaration form must be completed and placed on the package. It is also very important that you label the items as ‘returned goods’. Failure to do so will result in the package being held in customs with charges applied for customs duty. The parcel will not be released and forwarded to us unless YOU the customer pays these fees. If you do not pay the fees, the parcel will be returned to you by the USA Customs Dept.
PLEASE NOTE: To comply with USA export regulations we are required to declare the exact value of all items ordered and to mark them as dutiable ‘merchandise’.
If a customer has chosen to alter the delivery address after an order has been placed, submitted a redirection or requested a ‘safe drop’ the agreement is between you and the relevant postal service. Mariana Valentina takes no responsibility for any lost or damaged items due to the use of this service.
We do not provide ‘return labels’. Customers must return their items for refund or exchange at their own expense.
Customers are provided with tracking email alerts on despatch of their order and are responsible for tracking their items. Mariana Valentina is not responsible if customers are not notified by their country’s postal authority that items are awaiting payment of customs duties and taxes.
Shipping charges are non-refundable.
We cannot accept responsibility for delays in delivery due to unforeseen circumstances (e.g. Strikes, adverse weather, power outages, delays within a country of destination, loss of internet services, etc.). All colors of products are reproduced as accurately as possible, however a slight variation may occur in color and size specifications. Colors may appear slightly different via this website due to computer picture resolution and individual monitor settings.
Delivery delays may occur during the Christmas, New Year and Easter periods due to public holidays. Please check local and international delivery schedules.
WE RESERVE THE RIGHT to cancel any order, at which time we will immediately notify this action by e-mail, using the details provided. We will refund all money paid using the original method received.