Refund policy
Exchange and Return Policy (and Refunds)
We want you to be completely satisfied with your Ballet Rosa purchase. If for any reason you need to return an item, we’ve made the process as straightforward as possible. Please review the guidelines below to ensure your return meets the necessary conditions. Our policy covers returns, refunds, and important details regarding all costs and exchanges. If you have any questions, feel free to contact us—we’re here to help!
However...
Our commitment to hand-made production means that each item is made just for you, reducing waste and honouring the craftsmanship that defines Ballet Rosa. Please be mindful about your choices-you may prefer to fit your Ballet Rosa at one of our retailers spread around the world. Check out our store locator to find a specialised store near you.
Thank you for choosing Ballet Rosa, and for your attention to quality as we strive to provide exceptional products.
Try Before You Buy
To provide you with the best experience, we encourage you to visit one of our trusted retailers, where you can try Ballet Rosa products in person before making a purchase. This option allows you to explore our collection, feel the quality of our materials, and ensure the perfect fit, so you can be confident in your choice.
Please consult our Retail Locator to find the nearest retailer.
Thank you for understanding and for supporting sustainable, European artisan-made fashion.
Quality Policy – Damages and Issues
At Ballet Rosa, we take great pride in delivering high-quality, hand-made products that reflect our commitment to excellence. We carefully inspect each item before it leaves our facility to ensure it meets our rigorous standards.
Inspect Your Order
To ensure your satisfaction, please inspect your order upon receipt. If you notice any defects, damage, or if you received the wrong item, we encourage you to reach out to us immediately. Contact us via email at online@balletrosa.com or through the chat feature on our website. Promptly reporting these issues allows us to evaluate the problem and offer a resolution as quickly as possible.
To start a claim, contact us at online@balletrosa.com with a photo of the damaged product. If your claim is accepted, we will provide you with a solution within 3-5 business days. Your options will include:
- Replacement with a different product
- Full refund of your purchase
Items sent back to us without first placing a claim will not be accepted.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.
How do I return an item?
To initiate a return, please complete the return form HERE. Once submitted, kindly return the item(s) to us within 14 days of receipt in their original condition, including the original fabric bag packaging. Items must be unworn, unwashed, undamaged, and have the original hang tag attached.
When trying on items, we recommend taking extra care. For hygiene reasons, please try them on over your own underwear. Returns may be refused if this guideline is not followed.
Please send the package to:
Ballet Rosa Lda
FAO: Customer Service / Returns
Rua da Peça, 1
4805-427 Ronfe - Portugal
📞 +351 253 519143
Once you have the tracking number, please email it to online@balletrosa.com along with your order number.
How long does it take to receive a refund?
Once your returned items arrive at our warehouse, refunds are processed within 1-2 business days. The refund will be issued using the same payment method you originally used unless you request an alternative.
Will I be refunded for shipping costs, import taxes and duties?
Customer is responsible for providing return shipping. Shipping costs are non-refundable. Import taxes and duties paid when returning your package to us are non-refundable. We recommend contacting your local forwarding company or postal service for more information on these costs. Please note that we do not cover any fees associated with receiving your return at our warehouse.
If any costs are charged to us upon receipt of your return, we will decline the package and return it to you at your expense. Alternatively, we will deduct such expenses from the total refund amount.
Can I exchange an item?
Unfortunately, the logistic and administrative efforts to create an exchange are too hard to put together. Therefore, we do not offer direct exchanges. If you wish to receive a different item, please follow the return process for the original item and place a new order for the desired product(s).
U.S. Customers - Upcoming Return Option
Ballet Rosa is actively working to establish a U.S.-based return location to make the return process more convenient for customers in the United States. We will update this section once the new procedure is in place.
Thank you!
Thank you for choosing Ballet Rosa, and for your attention to quality as we strive to provide exceptional products.
