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Refund policy
If you receive a damaged item please contact us immediately to arrange an exchange or refund. In the EU you can return any item(s) ordered online within the legal 14-day cooling off period. Please email us at retrosaria@rosapomar.com for confirmation before sending us your return.
Items must be returned in the condition they were received. We do not accept returns of used items, including yarn that has been wound into balls. Made-to-order items (including shoes and boots) cannot be returned unless they are damaged or faulty.
All sales shipped to destinations outside the European Union are considered final and are not eligible for return or refund.
If, in exceptional cases, a return from outside the EU is authorized, all shipping costs, customs duties, taxes, and any related fees will be the sole responsibility of the customer. If you’re returning an item from outside the EU, the parcel must be clearly marked as "Returned Goods". Any customs, fees or taxes incurred by Retrosaria will be deducted from the value of your return.
Customers located outside the European Union must contact us and receive prior authorization before returning any product. Unauthorized returns may be refused.
Please note that computer monitors display colors differently and yarn shades may vary between different dye lots. Refunds will not be issued due to subjective differences in color or differences in dye lot.
All return shipping and customs expenses are the customer’s responsibility. Retrosaria is not liable for return products that are lost or damaged in transit. We recommend that you use a registered mail service and/or insurance for high-value items.
Please refer to our FAQ page for more information.
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