Refund and Returns Policy

A NOTE FROM PRIVE

We understand that ordering made-to-order pieces online can sometimes feel uncertain. While our resources are still growing, the care and intention behind every PRIVE piece remain unwavering.

Thank you for choosing PRIVE. We hope each piece you receive brings not only beauty, but also the quiet warmth and trust that made it possible.

1. OUR POLICY

At PRIVE, each piece is thoughtfully handmade in very limited quantities and produced only after an order is placed.

As all items are made-to-order, PRIVE does not offer returns or refunds under any circumstances. This policy applies to all orders, without exception.

That said, every order carries deep meaning for us. While returns and refunds are strictly not available, we may offer exchanges only in specific cases outlined below, reviewed with care and understanding.

Please note:

All requests must be submitted within 5 days of order arrival

Processing time may take 20–30 days

2. WHEN CAN I EXCHANGE?

PRIVE accepts exchange requests only in the following cases:

The product has a manufacturing defect
(e.g. torn fabric, discoloration, broken structure, etc.)

The item received is incorrect in design, color, or size compared to the confirmed order

The customer would like to change the size of the product

For size exchanges, customers are kindly responsible for two-way shipping costs and any applicable customs fees. Estimated costs will always be shared before proceeding.

Please note:

No refunds or returns will be issued in any case

Each order is eligible for one-time exchange only

Items that have been tailored or altered upon request are not eligible for exchange

3. DEADLINE TO REQUEST

All exchange requests — including those related to defects or shipping errors — must be submitted within 5 days of order arrival.

Requests received after this period cannot be processed.

4. ELIGIBILITY

To be eligible for an exchange, the product must:

Be in its original condition — unworn, unwashed, unaltered, with tags still attached

Be accompanied by the order confirmation or receipt

For defect claims, include clear photos and a continuous unboxing video

The unboxing video must start from the sealed, unopened package and continue until the product is fully unboxed. The defect must be visible during the unboxing.

5. HOW TO START

Step 1: Submit your exchange request with:

Order ID

Product photos and unboxing video

Exchange request (e.g. size change)

Step 2: Wait for confirmation and instructions from PRIVE
(2–3 working days)

Step 3: Return the item as instructed within 5 days

Step 4: PRIVE receives and inspects the item
(10–14 working days)

Step 5: PRIVE prepares and ships the replacement item
(2–3 working days)

Step 6: Customer receives the replacement item
(10–14 working days)

Shipping timelines exclude weekends and public holidays.

6. SHIPPING RESPONSIBILITY

If the issue is due to a defect or error on our part, PRIVE will cover round-trip shipping

For size exchanges or customer-initiated requests, customers are responsible for two-way shipping and customs duties

Exchanges are limited to items of equal or higher value

No refunds will be issued in any situation

7. SALE ITEMS

Items purchased during sale or promotional periods are final sale and not eligible for return, refund, or exchange under any circumstances.