Refunds & Returns Policy

Last updated: 2025
Thank you for shopping at Jetmira Bejtullahu. Every piece is created with great care, and we want you to feel confident and beautiful in your dress. If something is not quite right, this policy explains how returns and refunds work.

1. General Return Conditions

You may request a return for eligible items within 30 days from the date you receive your order.

To be eligible for a return:

  • The item must be unworn, unwashed, and undamaged

  • All original tags, labels and accessories must be attached

  • The item must be returned in its original packaging (garment bag/box where applicable)

  • You must provide a proof of purchase (order confirmation or receipt)

Items that do not meet these conditions may be refused or refunded only partially.

2. Non-Returnable & Special Items

Due to the nature of our products, some items cannot be returned or refunded, except where required by law (for example if the item is faulty):

  • Custom-made, made-to-measure or personalised dresses

  • Altered items (after any tailoring or adjustments made at your request)

  • Bridal gowns made to your specific measurements or custom requests

  • Items marked as “Final Sale” or “Non-returnable” at checkout

Please contact us before ordering a custom or made-to-measure dress if you have any questions about sizing or fit.

3. How to Start a Return

To request a return, please contact our customer service team before sending anything back:

Include:

  • Your full name

  • Order number

  • Item(s) you wish to return

  • Short explanation of the reason (wrong size, not as expected, etc.)

If your return is approved, we will send you:

  1. Confirmation of your eligibility

  2. The return address and any specific instructions

Please do not send your purchase back without contacting us first.

4. Return Shipping Costs

Unless we made a mistake (e.g. wrong item, damaged or faulty item), the customer is responsible for:

  • Return shipping costs

  • Any customs, duties or import taxes charged when sending the item back to us (for international returns)

Original shipping costs are non-refundable, except where we are required to do so by law or when we have clearly made an error with your order.

We recommend using a trackable shipping service and keeping your receipt, as we cannot be responsible for items lost in transit.

5. Damaged, Faulty or Incorrect Items

If you receive a dress that is damaged, faulty or not the item you ordered, please contact us within 7 days of delivery.

Send us:

  • Your order number

  • A short description of the issue

  • Clear photos or video showing the damage/defect or the wrong product

After reviewing, we will offer one of the following solutions:

  • Repair (if feasible)

  • Replacement of the item (same model, if available)

  • Refund of the purchase price

  • Store credit, where appropriate

We will cover reasonable return shipping costs when the item is confirmed to be defective or incorrectly sent by us.

6. Refunds

Once we receive and inspect your returned item, we will notify you via email whether your refund has been approved or rejected.

If approved:

  • Your refund will be issued to your original method of payment

  • Processing time may take up to 14 days from the date we receive the return, depending on your bank or payment provider

Partial Refunds

In certain cases, only a partial refund may be granted, for example when:

  • The item shows signs of wear or use

  • The item is not returned in its original condition or is missing tags, packaging or accessories

  • The return is made outside the 30-day window and we accept it as an exception

7. Exchanges

At the moment, we do not offer automatic exchanges.
If you would like a different size, color or style, please:

  1. Request a return for your original item, and

  2. Place a new order for the desired product

For size or fit questions, you can contact us before purchasing and we will gladly assist you with measurements and recommendations.

8. Late or Missing Refunds

If you have not received your refund after we have confirmed it:

  1. Check your bank account or payment app again

  2. Contact your credit card company or payment provider – it may take some time before the refund is officially posted

  3. Contact your bank – processing times can vary

If you have done all of this and still have not received your refund, please contact us at info@jetmirabejtullahu.com with your name and order number.

9. Orders Returned to Sender / Unclaimed Parcels

If a package is returned to us because:

  • The delivery address provided was incorrect or incomplete, or

  • The package was not collected from a pickup point or courier office within the given time,

we may:

  • Refund the product price minus original shipping costs, or

  • Offer to resend the order; in this case, new shipping charges will apply

This will depend on the condition of the returned package and the availability of the items.

10. Contact Information

If you have any questions about this Refunds & Returns Policy, please contact us:

Jetmira Bejtullahu
Address: Rruga e UÇK-së, Gjakova
Phone: +383 44 818 582
Email: info@jetmirabejtullahu.com