Last updated: June 2026
1. Returns & Withdrawals
Fernand Lems offers two types of products, and the returns policy differs accordingly.
Ready-made pieces: items purchased from existing stock are subject to the standard 14-day right of withdrawal under EU Directive 2011/83/EU. You may return them within 14 days of delivery, unused and in their original packaging, for a full refund. Return shipping costs are the customer’s responsibility.
Made-to-order pieces: as each piece is crafted individually to the customer’s specifications, they are exempt from the standard 14-day right of withdrawal under EU Directive 2011/83/EU, Article 16(c), which excludes goods made to the consumer’s specifications. We do not accept returns on made-to-order pieces. However, we do offer size exchanges as outlined in Section 2 below.
2. Exchanges for Incorrect Size or Fit (Made-to-Order Pieces Only)
We understand that sizing can sometimes be imperfect. We therefore offer a size exchange if your made-to-order piece does not fit as expected.
To be eligible for an exchange, the following conditions must all be met:
- The exchange request is made within 14 days of delivery;
- The piece is unworn and in perfect condition;
- The piece is returned in its original packaging; and
- The item was not purchased at a discount of 15% or more (discounted items are final sale and not eligible for exchange).
Exchange requests made outside this window, or for items not meeting these conditions, will not be accepted.
3. Shipping Costs for Exchanges
As we already provide free shipping on all domestic Italian orders and subsidised shipping on international orders, we cannot cover the cost of return shipping or re-shipment for exchanges.
All costs associated with sending the item back to us are the customer’s responsibility. This includes generating the return label and covering the carrier fee.
Once we receive and inspect the returned piece, we will produce and ship your replacement following the standard production timeline (7–20 business days), as every piece is made individually.
4. Damaged or Defective Items
If your order arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery at fernandlems@gmail.com, including the following:
- Your order number;
- A description of the issue; and
- Clear photographs of the damage or defect.
In these cases, we will offer a replacement or a full refund, at our discretion and in accordance with your statutory rights under EU and Italian consumer law. Return shipping costs for defective items will be covered by us.
5. Lost or Undelivered Orders
If your order has not arrived within the expected delivery window, please contact us at fernandlems@gmail.com with your order number. We will open an investigation with the carrier on your behalf.
Expected delivery windows:
- Italy: 2 business days (BRT) or 4 business days (Poste Italiane) – free of charge;
- European Union: 3–4 business days (BRT or Poste Italiane) – €5.00; and
- United Kingdom: approx. 4 business days (UPS) – €10.00.
If a shipment is confirmed lost by the carrier, we will offer a replacement or a full refund.
6. How to Request an Exchange
Send your exchange request to fernandlems@gmail.com with the subject line “Exchange Request – [Order Number]”, including:
- Your full name and order number;
- The reason for the exchange; and
- Your correct size or specification for the replacement.
We will respond within 3 business days to confirm eligibility and provide the return address.
7. Refunds
Ready-made pieces: refunds for returns within the 14-day withdrawal period will be processed to your original payment method within 10 business days of receiving the returned item in acceptable condition.
Made-to-order pieces: refunds are only applicable in the case of damaged or defective items (see Section 4) or orders confirmed lost by the carrier (see Section 5). Where applicable, refunds will be processed to your original payment method within 10 business days of approval. Processing times may vary depending on your bank or payment provider.
