Returns, Exchanges, and MTO Policies

We offer easy returns and exchanges--reach out to us at info@narrastudio.com so we can begin the process.

We offer full refunds for all purchases made on our website (as well as payments and services including those made in person as well as through Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system used at your convenience) except made-to-order, custom pieces including made-to-order garments, cut yardage, customized jewelry, and customized objects. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, the return must be requested within 14 days of receiving the order. If you are shipping an item over $75, please use a trackable shipping service. We are unable to provide free shipping labels for international orders at this time.

We only replace items if they are defective or damaged. Exchanges are subject to product availability. If you need to exchange it for the same item, send us an email at info@narrastudio.com.

Please make sure that you have entered the right mailing address. If you didn't receive your item due to wrong address you provided you will be responsible for re-shipping cost. Please keep track of your delivery day so you know when its being delivered. Package Theft is not covered with Shipping insurance and cannot be replaced at our expense.

Exemptions

Several types of goods are exempt from being returned.

Made-to-order, custom pieces including made-to-order garments, cut yardage, customized jewelry, and customized objects will not be eligible for returns.

For custom and made-to-order garments, see our Custom Garment Policies.

Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, face masks, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items such as face masks

There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery

Exchanges

We offer exchanges or store credit for all purchases made on our website (and payments and services including those made in person as well as through Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system used at your convenience). Made-to-order, custom pieces including made-to-order garments, customized jewelry, and customized objects will not be eligible for returns, only exchanges or store credit.

Exchange of custom garments and items are subject to approval based on production schedule, client timeline, and availability of products or materials. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Contact info@narrastudio.com to request a free return label. To complete your exchange, the exchange must be requested within 14 days of receiving the order.

Exchanges based on buyer error (such as submitting the wrong measurements for garments or misspelling words on custom jewelry) are the responsibility of the buyer. Exchange of custom garments and items are subject to approval based on production schedule, client timeline, and availability of products or materials.

For in-stock items, we replace items if they are defective or damaged. Exchanges are subject to product availability. If you need to exchange it for the same item, send us an email at info@narrastudio.com.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, please use a trackable shipping service. We are unable to provide free shipping labels for international orders at this time.

If you have any questions or would like to request an exchange, contact info@narrastudio.com.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your item and refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@narrastudio.com.

Final sale items (if applicable)

Final sale items cannot be refunded.

Cancellations (if applicable)

Orders may be canceled up to 24 hours after the order is originally placed. Rush orders cannot be canceled at any time. A cancellation fee of 50% of the product's price will be charged for any canceled order.

Additional cancellation fees may be incurred per manufacturer guidelines, payable by purchaser.

Gifts (if applicable)

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Made-to-Order and Custom Garments / Made-to-Order and Custom Item Policies

Custom Garments

Thank you for choosing us--we are excited and more than happy to assist you. We proudly offer custom garments and items from all over the Philippines, each handmade with care.

In order to process your order and begin production, please read, understand, agree, and sign off on the following policies that apply to our website as well as other payment services offered for your convenience (including payments processed in person and online through Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system). By submitting payment through cash or any electronic payment processing system, the client agrees to all shop policies available here and online.

Pricing and Payment

The client is in agreement with the price quote(s) received for the client's custom item(s), which is valid for 30 days. Once a deposit is paid for this amount agreed, the client understands that the client is responsible for paying the entire amount due. Payment includes all purchases made on our website as well as other payment services offered for your convenience including payments processed in person and online through Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system.

Order Process

Once you have decided on your garment style, color, size, and any other necessary information, the order can be processed once payment is received. A minimum 50% non-refundable deposit is required before we can begin production. Please note when ordering a custom garment online your order is not complete until Narra Studio confirms your order.

Fabric Variations and Custom Orders

Please note that due to variations in dye-lots, fabric colors may vary and may not be the exact color you chose from the color card or sample you provide. If you custom order fabrics based on a previous design seen or discussed in review with Narra Studio please note that there may be slight variations to the reproduction of this fabric from their vendors.

Dye-lot Variations for Parties

For bridal parties or sets of garments, we recommend parties to place their dress orders together at the same time. We recommend this because the dresses will be cut from the same bolt of cloth. If your bridesmaids are choosing different style dresses in the same color, keep in mind dye-lot variations can occur. The difference will not be drastic, but there may be slight shading difference between styles.

Sizing

We will work with each individual to decide the best size for them, comparing their measurements with our sizing chart. The client is responsible for their own measurements and their accuracy. We recommend choosing the larger size if you fall in between sizes; as garments can only be taken in, not let out. If a client chooses to order a size that is not recommended by Narra Studio, the client must sign off on that size. We are not responsible for garments that do not fit after a client has signed off on the size. If a new garment is needed due to incorrect sizing, the client will be charged full price for the reorder.

Garment Sizing

Before the order has been placed, please review the order to ensure that the style, size, and color are correct.
For non-customized garments, garment size is recommended based on the Narra Studio size chart.
Narra Studio is NOT responsible for inaccurate measurements.
Narra Studio is NOT responsible for the fit of the garment should you choose a size other than our recommendation.
Measurements are taken to ensure the best fit possible; however, alterations are almost always necessary to ensure formal special occasion fit.
Narra Studio is NOT responsible for any additional costs incurring for proper fit, including, but not limited to, alterations or additional materials, due to weight loss, weight gain, pregnancy, or plastic surgery.

Pregnant and Post-Pregnancy Clients for Bridal Party Garments

We do our best to ensure that all orders are placed with appropriate sizing. For pregnant and post-pregnancy clients we offer two options:

Estimate size and style at the time for pregnant and post-pregnancy clients so a complete party order is submitted.
Submit an individual order at a later time. Individual orders placed after the group have no guarantee of being cut from the same dye lot and include applicable rush fees. Once an order has been submitted it is deemed as a final sale. No changes can be made to an order once it has been sent into production. For help finding appropriate sizing please speak with us directly.

Bridesmaids and Groomsmen Garments

Bridesmaids and groomsmen garments are ordered by standard sizes or measurements unless by custom order. If you are unable to get measured at Narra Studio, we can provide you a list of measurements that need to be taken in order to determine the appropriate size. If you would like to request that the dress be made floor length, please indicate so at the time of order. An additional fee will be added to the dress total depending on the fabrication of the dress.

Custom Non-Garment Sizing for Jewelry and Objects

Before the order has been placed, please review the order to ensure that the style, size and color are correct.
Narra Studio is NOT responsible for inaccurate measurements.
Narra Studio is NOT responsible for the fit of the object should you choose a size other than our recommendation.
Measurements are taken to ensure the best fit possible.
Narra Studio is NOT responsible for any additional costs incurring for proper fit, including, but not limited to, alterations or additional materials, due to weight loss, weight gain, pregnancy, or plastic surgery.

Client agrees on the following before ordering:

By submitting payment on our website or through other payment forms including in-person payments, Etsy, Zelle, PayPal, Venmo, Stripe, and any other payment processing system, the client agrees to all shop policies available here and online.
The client understands that each garment, jewelry, or made-to-order piece is custom-made by the measurements the client provides.
All garments and objects are handmade, not mass-produced, slight variations are expected.
The client's payment is his/her/their formal agreement to the contract.
If the contract is breached/canceled, the client acknowledges and understands that the client cannot receive a refund for my deposit as this money goes toward fabrics, supplies, materials, and pattern making and the client has no claim to them.
The client understands that no design or sketch services will be provided to the client until my payment or an initial deposit has been placed, subject to artisan availability. The client understands that sketch services will only be provided for custom designs but is not entitled to sketches for requested minor changes to an already existing design.
For custom orders, the client agrees to have the full balance paid in full before the order is collected or shipped including shipment fee.
The client understands that the average custom item takes up to 3 months to produce after finalizing design and fabric options (unless a rush fee has been paid).
The client understands that there may be shade variations in color choices due to computer monitor differences and availability in fabric required.
For custom wedding gowns, the client understands that the wedding gown is a custom creation and cannot be returned under any circumstances.
The client understands that all measurements must be provided within 1 week of order placement.
The client understands that their deposit secures a spot on the creation schedule and the date of completion is determined by Narra Studio, in consultation with the client.
The client understands and agrees that the client may need alterations to custom garments in order to get the exact look/fit that the client wants to achieve and that all alterations are the client's responsibility after the garment has left Narra Studio premises.
The client understands that the final photos are a privilege and not a requirement.
The client understands that Narra Studio has the rights of ownership to the photos taken in Narra Studio and Narra Studio creations, and by signing this you are giving consent for Narra Studio to publish the photos on any of Narra Studio's social media platforms.
For wedding gowns and custom dresses, the client understands that the client may need a petticoat added to the client's dress in order to achieve fullness if the dress is a very full dress at an additional cost.
The client understands that they cannot change measurements, design, or fabric once the order has been started.
The client understands that they cannot change the design or fabric once the deposit has been paid and the design has been confirmed after 24 hours.
The client understands that if the client cannot or will not pay my remaining balance within 1 week of completion that the client forfeits their custom garment and deposit as the deposit has gone toward the cost of my materials.
The client understands that they must provide the following before their custom garment will be started: Correct Shipping Address, Wedding or Event Date, Contact Number, and Measurements.
Any information requested in order to successfully complete the client's custom garment not provided in a timely manner reflects the timeline of the custom garment's completion and is the client's fault if not provided

Failure to Perform Services

In the event Provider cannot or will not perform its obligations in any or all parts of this Agreement, it (or a responsible party) will:

Immediately give Notice to Client via the Notice provisions detailed in this Agreement; and
Company will issue a refund or credit based on a reasonably accurate percentage of services rendered; and
Excuse Client(s) of any further performance and/or payment obligations in this Agreement.

Force Majeure

No party shall be liable or responsible to the other party, nor be deemed to have defaulted under or breached this Agreement, for any failure or delay in fulfilling or performing any term of this Agreement (except for any obligations to make payments to the other party hereunder), when and to the extent, such failure or delay is caused by or results from acts beyond the impacted party’s (“Impacted Party”) control, including, but not limited to, the following force majeure events (“Force Majeure Events”): (a) acts of God; (b) a natural disaster (fires, explosions, earthquakes, hurricane, flooding, storms, explosions, infestations), epidemic, or pandemic; (c) war, invasion, hostilities (whether war is declared or not), terrorist threats or acts, riot or other civil unrest; (d) government order or law; (e) actions, embargoes or blockades in effect on or after the date of this Agreement; (f) action by any governmental authority; (g) national or regional emergency; (h) strikes, labor stoppages or slowdowns or other industrial disturbances; and (i) shortage of adequate power or transportation facilities. The Impacted Party shall give Notice within 15 days of the Force Majeure Event to the other party, stating the period of time the occurrence is expected to continue. The Impacted Party shall use diligent efforts to end the failure or delay and ensure the effects of such Force Majeure Event are minimized. The Impacted Party shall resume the performance of its obligations as soon as reasonably practicable after the removal of the cause. In the event that the Impacted Party’s failure or delay remains uncured for a period of 30 days following Notice given by it, the other party may thereafter terminate this Agreement upon notice.

Returns and Exchanges

If you have any questions or would like to request a return or exchange, contact info@narrastudio.com.

Returns

We offer full refunds for all purchases made on our website (including payments to Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system for your convenience) except made-to-order, custom pieces including made-to-order garments, customized jewelry, and customized objects. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Contact info@narrastudio.com to request a free return label. To complete your return, the return must be requested within 14 days of receiving the order.

If you have any questions or would like to request a refund, contact info@narrastudio.com.

To return your product, you should mail your product to: Narra Studio LLC, P. O. Box 20873, New York NY 10023, United States. For a free return label, contact info@narrastudio.com. If you are shipping an item over $75, please use a trackable shipping service. We are unable to provide free shipping labels for international orders at this time.

We only replace items if they are defective or damaged. Exchanges are subject to product availability. If you need to exchange it for the same item, send us an email at info@narrastudio.com and send your item to: Narra Studio LLC, P. O. Box 20873, New York NY 10023, United States.

Exemptions

Several types of goods are exempt from being returned.

Made-to-order, custom pieces including made-to-order garments, customized jewelry, and customized objects will not be eligible for returns, only exchanges or store credit.

For custom and made-to-order garments, items will be eligible for exchange only or store credit only. Returns based on buyer error (such as submitting the wrong measurements for garments or misspelling words on custom jewelry) are not eligible for returns.

Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, face masks, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items such as face masks

There are certain situations where only partial refunds are granted (if applicable):
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your item and refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@narrastudio.com.

Final sale items (if applicable)

Final sale items cannot be refunded.

Exchanges (if applicable)

We offer exchanges or store credit for all purchases made on our website and payments and services including those made in person as well as through Etsy, PayPal, Venmo, Zelle, Stripe, and any other payment processing system used at your convenience. To be eligible for a exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Contact info@narrastudio.com to request a free return label. To complete your exchange, the exchange must be requested within 14 days of receiving the order.

Made-to-order, custom pieces including made-to-order garments, customized jewelry, and customized objects will not be eligible for returns, only exchanges or store credit.

Exchanges based on buyer error (such as submitting the wrong measurements for garments or misspelling words on custom jewelry) are the responsibility of the buyer. Exchange of custom garments and items are subject to approval based on production schedule, client timeline, and availability of products or materials.

We replace items if they are defective or damaged. Exchanges are subject to product availability. If you need to exchange it for the same item, send us an email at info@narrastudio.com and send your item to: Narra Studio LLC, P. O. Box 20873, New York NY 10023, United States.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, please use a trackable shipping service. We are unable to provide free shipping labels for international orders at this time.

If you have any questions or would like to request an exchange, contact info@narrastudio.com.

Cancellations (if applicable)

Orders may be canceled up to 24 hours after the order is originally placed. Rush orders cannot be canceled at any time. A cancellation fee of 50% of the product's price will be charged for any canceled order.

Additional cancellation fees may be incurred per manufacturer guidelines, payable by purchaser.

Gifts (if applicable)

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Rush Orders (if applicable)
For in-stock items, we can provide rush shipping including FedEx, UPS, and DHL based on Narra Studio approval and pre-payment of priority shipping fees by the client. For custom garments and items, we can provide rush orders with lead times less than 10 weeks, but this depends entirely on our production schedule. All rush orders must first be approved, prior to ordering. International shipping fees may apply to rush orders.

Force Majeure