Refund policy

The Immortelle Return & Exchange Policy

Immortelle garments are not mass-produced. Each piece is thoughtfully designed, carefully constructed, and individually prepared before it leaves our atelier. Every corset, gown, skirt, and adornment passes through our hands with close attention to detail, reflecting the craftsmanship and care that define the Immortelle name.

The following policy has been created to protect both our patrons and the integrity of every garment we create. By establishing clear expectations for returns, exchanges, and store credit, we ensure that every piece entrusted to a new home arrives in the same immaculate condition in which it departed our atelier.

We understand that, on occasion, a different size or style may be needed, and we are committed to making that process as seamless and thoughtful as possible while preserving the exceptional standards every Immortelle patron deserves.

By placing an order with Immortelle Bijouterie, you acknowledge that you have read, understood, and agree to the terms outlined in this Return & Exchange Policy.

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1. General Policy

This policy applies exclusively to purchases made through the Immortelle Bijouterie website.

As a general policy, Immortelle Bijouterie does not issue monetary refunds except as expressly provided through the Exchange Settlement process described in this policy.

All returns and exchanges require prior authorization from Immortelle Bijouterie before merchandise is shipped back to our atelier. Returns received without prior authorization may be refused and returned to the sender.

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2. Ohio Renaissance Festival Purchases

All merchandise purchased in person from Immortelle Bijouterie, Madame Mortelle, or The Black Serai at the Ohio Renaissance Festival is final upon purchase.

Due to the nature of Renaissance Festival commerce, including the opportunity to inspect, try on, and personally select merchandise prior to purchase, no returns, exchanges, refunds, store credit, or Exchange Settlements will be offered for any reason on in-person festival purchases.

This policy applies to all garments, corsets, skirts, jewelry, relics, adornments, accessories, and all other merchandise purchased at the Ohio Renaissance Festival.

We encourage every patron to carefully inspect their selections, confirm sizing, and ask any questions before completing their purchase. Our staff is always pleased to assist in ensuring you leave with pieces you truly love.

This policy is absolute and applies regardless of the reason for the request.

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3. Website Purchases

For purchases made through the Immortelle Bijouterie website:

• You must contact us within 7 days of confirmed delivery to request a return or exchange.

• Once approved, your return must be shipped with tracking within 7 days of delivery.

• Returned merchandise must be unworn, unwashed, unaltered, and returned in its original packaging with all original tags attached.

Requests submitted outside of these timeframes may not be approved.

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4. Returns for Store Credit

If you wish to return an eligible website purchase, please contact us as soon as possible, preferably within three days of delivery and no later than seven days after confirmed delivery.

Once your return has been approved, your garment must be returned in new, unworn condition with its original packaging and all original tags attached.

Upon receipt and successful inspection, store credit equal to the merchandise purchase price (excluding original shipping charges, taxes, duties, and other shipping-related fees) will be issued in the form of a personalized coupon code.

Store credit may be redeemed online or in person at the Ohio Renaissance Festival.

Store credit never expires, has no cash value, and may not be redeemed for cash.

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5. Standard Exchanges

Eligible full-priced website purchases may be exchanged, subject to inventory availability.

To request an exchange, please contact Immortelle Bijouterie through email, website chat, Instagram Direct Message, or Facebook Messenger within seven days of delivery.

Once your original garment has been received, inspected, and approved, your replacement garment will be shipped.

Patrons are responsible for return shipping costs. As a courtesy, Immortelle Bijouterie will cover the shipping cost of the replacement shipment for approved exchanges of full-priced merchandise.

If the requested size or replacement item is unavailable, store credit equal to the merchandise purchase price (excluding original shipping charges, taxes, duties, and other shipping-related fees) will be issued instead.

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6. Exchange Settlement for Sale, Last Chance, Final Sale & Final Thread Merchandise

Garments designated as Sale, Last Chance, Final Sale, Final Thread, or purchased at a promotional or discounted price remain eligible for return in accordance with this policy; however, exchanges are completed through the following Exchange Settlement process due to the limited nature of these collections.

If you wish to exchange one of these garments for another size or color, the replacement garment must first be purchased as a new order through our website. Replacement inventory cannot be reserved without purchase.

Once the original garment has been received, inspected, and approved, Immortelle Bijouterie will complete the Exchange Settlement by refunding the purchase price of the returned garment to the original payment method.

Original shipping charges, return shipping costs, taxes, duties, and shipping charges associated with the replacement order are non-refundable and remain the responsibility of the patron.

If the requested replacement size or color is unavailable, a replacement purchase is not required. The original garment may instead be returned in accordance with this policy, and store credit equal to the merchandise purchase price (excluding original shipping charges, taxes, duties, and other shipping-related fees) will be issued.

Exchange Settlements are limited to one exchange per garment and are subject to inventory availability.

7. Items Not Eligible for Return

Unless an item arrives damaged or incorrect due to an error on our part, the following merchandise is not eligible for return, exchange, store credit, or Exchange Settlement:

• Merchandise purchased in person at the Ohio Renaissance Festival.

• Custom, commissioned, personalized, or made-to-order garments.

• Altered garments.

• Garments worn beyond an initial indoor fitting.

• Garments used for photoshoots, performances, events, weddings, or any extended wear.

• Merchandise that has been laundered or otherwise cleaned.

• Garments showing evidence of makeup, perfume, cologne, deodorant, smoke, pet hair, stains, odors, or damage.

• Merchandise returned without its original tags or original packaging.

• Returns shipped without prior authorization.

If a returned garment does not meet the requirements outlined in this policy, the return request will be declined. The patron may elect to have the garment returned at their expense. If return shipping is declined, Immortelle Bijouterie reserves the right to dispose of or donate the merchandise after thirty (30) days.

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8. Store Credit

Approved store credit is issued in the form of a personalized Store Credit.

Store credit:

• Never expires.

• Has no cash value.

• May not be redeemed for cash.

• May be redeemed online or in person at the Ohio Renaissance Festival.

• Must be presented and verified at the time of redemption for in-person purchases.

• May be applied toward merchandise of greater value, with the patron paying any remaining balance.

• Any unused balance will remain available until fully redeemed.

Store credit is issued for the purchase price of eligible merchandise only and does not include original shipping charges, taxes, duties, or other shipping-related fees.

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9. Return Inspection

Every garment returned to our atelier undergoes a careful quality inspection upon arrival.

As part of our standard quality assurance process, all returns are photographed and documented during inspection to verify their condition upon receipt. This documentation becomes part of the return record and may be referenced when evaluating returns, exchanges, Exchange Settlements, store credit requests, shipping claims, or payment disputes.

Our inspection process ensures that every garment entrusted to a future patron meets the same exceptional standards with which it originally departed our atelier.

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10. Shipping Responsibility

Unless an error has occurred on our part, patrons are responsible for all return shipping costs.

Immortelle Bijouterie is not responsible for packages that are lost, stolen, delayed, misdelivered, or damaged while being returned to our atelier.

We strongly recommend shipping all returns using a trackable shipping service and purchasing appropriate shipping insurance.

Returns that fail to arrive at our atelier cannot be refunded, exchanged, credited, or processed through an Exchange Settlement.

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11. Additional Information

Immortelle Bijouterie does not provide alteration services under any circumstances, either through our website or at the Ohio Renaissance Festival.

Immortelle Bijouterie reserves the right to refuse any return, exchange, store credit, or Exchange Settlement request that does not comply with this policy or that, in our sole discretion, shows evidence of wear, misuse, alteration, damage, or any condition that prevents the garment from being offered to another patron as new.

Questions regarding your order should be directed to us promptly through website chat, email, Instagram Direct Message, or Facebook Messenger. We are always pleased to assist before a purchase is made and are happy to provide additional measurements, fit guidance, or recommendations whenever possible.

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12. A Final Note from the Atelier

Every garment that leaves the Immortelle atelier represents countless hours of design, pattern making, construction, and careful finishing. It is our sincere hope that each piece becomes a cherished part of your story and accompanies you through many beautiful seasons to come.

Your support allows a small, independent atelier to continue creating heirloom-quality garments inspired by history, romance, and craftsmanship. It is a privilege to create these pieces for you, and we are deeply grateful that you have chosen to make Immortelle part of your own collection.

Thank you for supporting Immortelle Bijouterie.