Orders & Returns
Shipping from Mallorca to you, all over the world.
How can I place an order?
The ordering process is very easy and is done on our website. Select your garment, choose the color you want and follow the steps (and explanatory video) to enter your measurements in the fields provided.
To ensure a perfect fit, we also ask you to tell us the size you usually wear, according to your country, in the comments.
With these simple steps, a garment will be made to perfectly fit your body!
After receiving your completed order and personal details, we will send you an email with the purchase confirmation and payment instructions. We accept Paypal, credit card and bank transfer payments.
NOTE: The photographs taken for publication on the website are intended to be as faithful as possible to the products sold. However, we cannot ensure a perfect similarity between the photos and the items because the colours represented may vary between a computer, tablet or phone. Therefore, the photographs are presented as an indication and are not contractual.
How long will it take for my garment to be made?
Making made-to-measure dresses of the highest quality takes time.
Our production capacity is limited, as it is all made in Mallorca.
We do not have prefabricated products in stock. Your order will be made to measure after receiving confirmation of purchase.
Usually the production time is approximately 7-14 working days, but sometimes we have many orders and our team is overloaded. We will let you know if there are any delays. Thank you in advance for your understanding.
How long will it take for my order to arrive?
Once your garment is complete, we hand it over to the carrier and the delivery time depends on the destination. You will receive confirmation of shipment when the order is shipped to the address indicated.
The products purchased are sent to the delivery address indicated by the Customer, within approximately 1-5 working days for shipments in Spain and Portugal, and 2-7 working days for shipments to the rest of the European Union.
IKATELA will not be responsible for delays caused by reasons beyond its control or force majeure.
IKATELA is not responsible for delivery errors that occur when the delivery address entered by the user in the order form does not correspond to reality or is false. However, IKATELA undertakes to take the measures within its power to ensure that orders are delivered within the agreed period and, if not, as soon as possible, to the satisfaction of the recipient.
What are the shipping costs?
Shipping costs in Europe are free for orders over €150
If the amount of the order is less than this, you can request it via email at firstname.lastname@example.org.
Orders to UK: Due to Brexit, shipments to the UK must be managed through email@example.com.
Under no circumstances will IKATELA be responsible for any taxes or charges levied on the customer by customs.
Is your packaging environmentally friendly?
We strive to be as eco-friendly as possible and for us it’s more important that your package is kind to our planet than it is beautiful. That’s why we are always looking for new ways to reduce the eco-footprint of our business, as well as our shipments. We are continuously researching new eco-friendly, recyclable or reusable materials to package your order. We don’t want to waste resources and pollute excessively when packaging our products.
Can I return personalized garments?
We know you will be delighted with the result, but if for any reason the size does not suit you, you can return your order unused within 14 days of receipt and we will be happy to modify your order to ensure a perfect fit. As these are products made according to the specifications and customisations made by the consumer, withdrawal from the contract does not apply (no returns are accepted).
If the product needs to be readjusted, please send us an email to firstname.lastname@example.org or open an incident in CONTACT on the website within 14 working days from the date of delivery of the order. In this e-mail you should ideally specify where exactly it does not fit your measurements and attach a photograph.
Our commitment is to solve the problem as soon as possible so that you can enjoy your new perfectly fitting garment as soon as possible.
Depending on what is agreed in communications, you can choose between two options:
1. Take the garment to a local tailor.
If the garment only requires a few adjustments, take it to a local tailor and we will reimburse you for the invoice to fix it. Ask your tailor for an official invoice and a short description of the adjustments made and attach them to the email.
IKATELA will reimburse you within 72 hours.
2. Return the product without additional shipping costs for the first exchange.
The products must be returned to the registered office of IKATELA (or where indicated by IKATELA) within 14 calendar days from the day you informed IKATELA of the issue. Once the garment has been checked and the case has been studied, we will carry out the adjustment with our tailor or proceed to replace the garment.
All our garments are made to measure exclusively for a single customer. For this reason, personalized garments cannot be reused and are therefore treated differently from a normal clothing order. This is what is decreed by the regulation of the Law of Consumers and Users (BOE).
As indicated in the Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.
Article 103 c) which refers to the right of withdrawal. The right of withdrawal shall not apply to contracts relating to the supply of goods made to the specifications of the consumer and user and/or clearly personalized.
By confirming their order, the customer expressly accepts these terms and conditions of contract, subject to the legislation in force and the specific agreement governing the purchase of a personalized or specific product.