Thank you for shopping at Desensitized.eu.

We take pride in crafting personalized garments and products tailored to your preferences. As each item is custom-made, we kindly request our customers to review our "Purchase Guidelines".

1. RETURNS

1.1 Due to the customized nature of our products, sizes may vary from traditional ones. Desensitized.eu includes all this information in its website and therefore The Client is expected to be familiar with this information. No returns will be accepted due to a Client’s error in the choice of size of clothing and this due to the individual and unique customization of the product itself. Every item being ordered is the sole responsibility of The Client.

1.2 We do not accept returns unless the item arrives damaged or defective. Therefore you are expected to inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you have received the wrong item.

1.3 If you receive a damaged or defective item, please contact us within 5 calendar days of receiving the product to initiate the return process.

1.4 In the exceptional case of returning a product your item must be in the same condition as you received it, unworn and unused, complete with tags and in its original packaging together with a receipt and/or proof of purchase.

1.5 If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send the package.

1.6 Items returned to us without first requesting a return will not be accepted.

2. EXCHANGE

We do not offer exchanges for sizing as each item is made to order. Please review our sizing guide carefully before placing your order to ensure a proper fit.

3. REFUNDS

Refunds are only available in exceptional circumstances and are subject to approval by our Customer Service Team. Please contact us if you believe you are eligible for a refund, and we will review your request on a case-by-case basis.

For any further questions or concerns regarding our return, exchange, and refund policy, please don't hesitate to contact us.

SHIPPING AND DELIVERY POLICY

1. INTERNATIONAL SHIPMENTS

We offer our products across Europe, except for countries currently in conflict or near conflict zones. For shipments outside Europe, we are diligently working to expand our capabilities and make international shipping available in the near future.

2. SHIPPING RATES

2.1 Shipping rates are based on your location and therefore vary from one country to another and are entirely dependent on the total weight of the items purchased.

2.2 Shipping rates are calculated directly at the checkout page through our preferred shipping agents and are exclusive of any customs fees applicable in your jurisdiction.

3. DELIVERY TIME

3.1 When placing an order with us please allow seven (7) to fourteen (14) working days for handling and processing of your order and following its processing please allow two (2) to five (5) days for delivery.

3.2 We do not assume any liability on behalf of our shipping agents for mere delay.

3.3 For the production and shipping of existing designs we require seven (7) to (10) days for production and two (2) to four (4) days for shipping. For custom orders, we require fifteen (15) to twenty (20) days for production and two (2) to four (4) days for shipping and for design and embroidery work we require ten (10) to sixteen (16) days for production and two (2) to four (4) days for shipping.

3.4 The shipping times quoted above are estimates as provided by our preferred shipping partner and therefore you should make use of the order tracking page for detailed information.

4. TRACKING YOUR ORDER

Once your order is shipped, you will receive a personalized tracking number via email which you are to use when enquiring about the status of your order on our order tracking page. If you have a question about tracking a particular order you can also contact us and we will reply to your enquiry in a reasonable time.