Refund policy
Refund Policy
Welcome to Ornamental by Lameice. These terms and conditions govern all purchases made by consumers through our online store. We encourage you to read these terms carefully before making a purchase. Ornamental by Lameice operates in Milan, Italy.
Orders
Our online shop is open for orders 24/7. Orders are processed between 9 AM – 3 PM on business days. Upon placing an order, you will receive an email acknowledgment confirming receipt of your order. Please note that this acknowledgment is not an order confirmation. The binding agreement between you and Ornamental by Lameice is established only when we send a final order confirmation via email, which includes delivery and tracking details. We reserve the right to refuse or cancel orders at any time due to reasons such as product availability, inaccuracies in product descriptions or pricing, or issues with your order. Additionally, we may cancel orders if fraudulent activity or unauthorized transactions are suspected.
All pieces offered by Ornamental by Lameice are handcrafted to order by our artisans following your purchase; we do not hold ready-made stock. Because each item is made specifically for you at the time of order, the right of withdrawal (cooling-off period) under Article 59 of the Italian Consumer Code and Article 16(c) of EU Directive 2011/83/EU does not apply to our products, and orders cannot be cancelled once your order confirmation has been sent. By placing an order, you acknowledge and accept that production begins promptly upon confirmation and that cancellation will not be possible thereafter.
Prices and Payment
Ornamental by Lameice accepts the following payment methods:
- VISA
- MasterCard
- American Express
- PayPal
- Shop Pay
- Apple Pay
Your payment will be processed once your order is confirmed. Any additional local taxes, duties, or customs fees are the responsibility of the customer.
Delivery
We offer worldwide shipping for our products. Orders are typically dispatched within 1-5 business days, provided production has been completed. Please be aware that delivery times may be extended during public holidays.
Shipping Costs: 20-232 EUR based on location and size of order
Estimated Delivery Times: 7-14 business days (plus customs processing time)
If a shipment is not collected or is refused by the recipient, and it is returned to us, no refund will be issued, as all items are made to order. The customer will remain liable for the original shipping cost and any return shipping fees incurred. We will hold the item for 15 days pending a reshipment request, at the customer's expense; after this period, we reserve the right to dispose of or repurpose the item at our discretion.
Returns and Cancellations
As all Ornamental by Lameice pieces are made to order and produced specifically for each customer, we do not accept cancellations, returns, or exchanges for change of mind once an order has been confirmed. We encourage you to review your selection carefully — including size, colour, and any customisation — before completing your purchase.
This policy does not affect your statutory rights in relation to items that are defective, damaged in transit, or materially not as described — see "Damaged or Non-Conforming Merchandise" below.
Damaged or Non-Conforming Merchandise
In the unlikely event that your item arrives damaged, defective, or not conforming to its description, please email us at info@ornamentalbylameice.com within 14 days of delivery with a photo of the issue. In accordance with your statutory legal guarantee rights (Codice del Consumo, Art. 128-135), we will provide a return label and, based on the nature of the issue, offer a repair, replacement, store credit, or refund.
Lost or Stolen Packages
We take every precaution to ensure your order reaches you safely; however, we cannot be held responsible for packages once they are in transit. If your package is lost or stolen, please contact us, and we will assist you to the best of our ability.
Colours and Shapes
Please note that while we strive to accurately represent the colours and shapes of our products, each piece is handcrafted and unique. Slight variations in shape and colour are to be expected, adding to the distinct character of each item.
Security
Ornamental by Lameice is committed to protecting your privacy. All information provided by you is securely encrypted using SSL (Secure Sockets Layer) technology. We assure you that your personal information will not be disclosed to any unauthorized third parties.