By Catalfo garments are proudly handcrafted in small quantities. This allows us to offer our customers flexible customization design options. We do not offer alterations in house but do recommend our clients to the best-of-the-best. All of our designs pass through multiple quality control inspections by our team and Designer to ensure that they meet our high quality standards. Slight imperfections or minor variances from item to item are reasonable, as these pieces are individually made and not mass produced. Only items which have been approved, are then delicately wrapped and shipped out to their new home.
Shop Policies
Our Products
Returns and Exchanges
Returns and Exchanges: Custom Garments & Made-To-Order
All made-to-order or custom garments are non-refundable, nor eligible for exchanges. Unfortunately we cannot accept returns for custom, made-to-order garments due to the fact that they are made specific to your preferences and therefore cannot be resold. Any order cancellations submitted within 10 days from the purchase date are subject to cancellation fees on a case by case basis for any costs that have already been incurred.
Returns and Exchanges: Ready-Made & Instock Items
If you wish to return or exchange an item please contact us within 48 hours of receiving it to let us know why you were unhappy and if there is anything we can do to make it better. Bridal robes and loungewear purchased from our ready-made shop collections are eligible for exchanges or refunds if shipped back within 7 days of the date it was delivered to you. All returns and exchanges must be shipped back with a tracking number. Please provide your tracking number to By Catalfo within your eligible 7 day window for returns/exchanges. If your package is shipped without a tracking number we can not guarantee your return/exchange.
As is standard practice, the customer is responsible for paying the shipping costs to return the item (if the return is approved by 'By Catalfo'). Please note that all shipping costs are non-refundable, and that if a refund is issued, the cost of shipping will be deducted as appropriate.
Returns and Exchanges: Items On Sale or Promotion
* All items purchased on promotion (including BFCM) are final sale, only exchanges/store credits will be accepted. If you wish to exchange an item that you purchased on sale, please contact us within 48 hours of receipt of your item. Items must be shipped back with tracking within 5 days of the date it was delivered to you. If this criteria is not met unfortunately we can't guarantee that your request for an exchange/store credit will be accepted.
Shipping
Order Processing
Please kindly note that quoted shipping times provided at checkout do not include the time needed for By Catalfo to wrap and process your order. We make our best effort to ship all orders as soon as we can, once they are received.
Free Shipping on Loungewear
Regular Loungewear orders with a subtotal (before tax) of 250.00 CAD ship with free standard tracked service within Canada/USA. If your order contains items outside of this product category or custom made items, your order will not qualify for free shipping and will not be available for selection at check out. *Free standard tracked holiday shipping applies to all Loungewear orders until Dec. 24, 2023 with a destination of within Canada/USA.
If a refund is issued to you on an order that qualified for free shipping, the cost of shipping will be deducted as appropriate.
Express Shipping (Canada):
For urgent deliveries in Canada we recommend Purolator Express (overnight service, typically 1-2 days shipping time). We recommend this service for items that are;
1. In stock/ready-to-ship
2. Made-to-order items (once finished), which you require right away.
* Please ensure you have provided the correct shipping address with applicable suite number, buzz code, phone number and e-mail address. Incorrect information can cause unforeseen delays and additional fees.
** As a reminder, please be aware that your order may require a processing time in addition to your selected shipping time.
*** Please note, orders with Purolator Express selected as the desired shipping method will be picked up on the following business day if received after 12pm EST.
Express Shipping (USA & International):
For urgent deliveries shipping to the USA or other International destinations, we recommend DHL Worldwide Express (typically 3-5 business days shipping time depending on your location). We recommend this service for items that are;
1. In stock/ready-to-ship
2. Made-to-order items (once finished), which you require right away.
* Please ensure you have provided the correct shipping address with applicable suite number, buzz code, phone number and e-mail address. Incorrect information can cause unforeseen delays and additional fees.
** As a reminder, please be aware that your order may require a processing time in addition to your selected shipping time.
*** Please note, orders with DHL Worldwide Express selected as the desired shipping method will be picked up on the following business day if received after 12pm EST.
International Overseas Orders:
For swift and secure delivery with minimal processing time through your country's Customs we recommend shipping with DHL Worldwide Express. If you have a preferred shipping method or courier service, please advise us in advance and we will be more than happy to accommodate. Please be aware that your order may require a processing time in addition to your selected shipping time.
For all of the above shipping services, once your order has shipped, a tracking number and estimated shipping time will be provided in your shipping confirmation e-mail. Please be aware that shipping times cannot be guaranteed due to the possibility of courier delays that are beyond our control, including delays at customs when crossing International borders. Unfortunately By Catalfo can not be held responsible for any unforeseen shipping interruptions caused after your order has shipped. Please note that customers are responsible for paying any applicable duties and taxes on International orders as required by their home country.
Custom Orders
Customers ordering custom items must read and agree to the Custom Designs terms of service guidelines. These can be found here.
At Home Try-On Dress Service
By Catalfo offers an at home try-on service if you wish to see one of our dress styles in person before placing a custom dress order. Please contact us first, to inquire whether we have an available sample in the dress that you're looking for. If one is available, we will arrange a Try-On service for you.
How It Works:
We require you to purchase the dress outright from our website for your Try-On service. This purchase will act as your deposit and will be refunded back to you once the dress is returned*, minus a $65 Try-On Service fee which includes shipping to your home. Once the payment is completed we will ship the dress to you with a tracking number.
We ask that all Try-On orders are shipped back within 48 hrs of receipt. A tracking number must be provided to By Catalfo within this time frame. Any additional days that the dress is not shipped back beyond 48 hrs will be charged at on On-Loan rate of $45 per day (unless otherwise approved by By Catalfo). If the dress is shipped back without a tracking number unfortunately we cannot guarantee your refund. If you proceed to place a dress order within 14 days of your Try-On Service, your $65 Try-On Fee will be reimbursed.
* Your Refund:
Once the dress has been returned and received by our team, it will be inspected to ensure there are no new damages or flaws that weren't there prior. Please note that the dress must be returned in the same condition you received it in, otherwise we cannot guarantee your refund. Once approved, your refund will be processed, minus a $65 Try-On Service fee and the cost of shipping. If you proceed to place a dress order within 14 days of your Try-On Service, your $65 Try-On Fee will be reimbursed.
Please note that any damages, repairs or required dry cleaning will be deducted from your refund accordingly. If the dress is not returned you will not receive a refund. If the dress is returned in a condition that is beyond repair you will not receive a refund.
For more information, please read Order An At-Home Dress Try-On Service and Tips For Keeping Your Try-On Dress In Top Condition.
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