Returns & Refunds
Made-to-Order & Personalised Products
All Alma Dama pieces are Bespoke Creations, handcrafted individually in our atelier and produced exclusively upon your specific selection of model, finish, and personalisation (bespoke embroidery). As these items are crafted to your unique specifications and personal requirements, the standard 14-day right of withdrawal under EU consumer law (Directive 2011/83/EU) does not apply.
Orders may only be cancelled within 24 hours of purchase; after this period, the artisanal production process begins.
Each Alma Dama creation is designed to be a lasting, personalised luxury — made just for your companion.
Exceptions & Returns
Returns or replacements are only accepted in the following circumstances:
- Damage during transport – the product arrives with visible damage.
- Order discrepancy – the product does not match the confirmed specifications of the order.
In these cases, Alma Dama will take full responsibility and manage the return or replacement.
To initiate the process, customers must contact us within 48 hours of delivery, providing photographs and order details. This allows us to assess the issue quickly and determine the appropriate resolution.
Alma Dama is committed to ensuring every piece meets the highest standards of craftsmanship and precision.
Product Variation
Due to the handcrafted nature of our production process, minor variations in texture, finish, or natural materials may occur. These variations are part of the artisanal character of each piece and do not constitute defects.
Responsibility & Delivery
Responsibility for the goods remains with Alma Dama until successful delivery to the customer. After delivery, responsibility transfers to the customer, except in cases of fault or damage reported within the specified timeframes.
If a delivery is refused or cannot be accepted by the customer, it will be considered the customer’s responsibility, and Alma Dama cannot be held liable for any resulting costs or delays.
Force Majeure
Alma Dama cannot be held responsible for delays caused by events beyond our reasonable control, including but not limited to strikes, extreme weather, or logistical disruptions.eld responsible for delays caused by events beyond our control, including strikes, extreme weather, or logistical disruptions.