Return information

Please read the documentation below before you make a return.

We did our best to display the colours of our products that appear on as accurately as possible. However, as computer monitors may vary, we cannot guarantee that the display of the monitor of any colour is completely accurate.

All items are subject to quality control before being shipped to the customers.

Here are some answers to the most frequently asked questions.

To make a return, your items need to satisfy the following conditions:

  • They must be in their original condition, unused, unaltered and unwashed
  • They must be returned with all their original tags attached and intact
  • They must be returned with their original package
  • They must be returned from the same country in which the delivery was made.

In accordance with the consumer protection legislation, you have the right to return the products you purchased without incurring any penalty and without the need to provide any reason, by informing Creazioni Macrame S.r.l. within fourteen (14) days from the date you received them.

If for any reason you are not satisfied with your purchase, you can use the “Return Form” on this page by carefully filling in all the mandatory fields. Complete the online form with the requested information, including the details of each item, the quantity of items you wish to return and the reason for the return (the latter is not mandatory).
Attach the adhesive label received in the original package, which includes our return shipping address, outside the package. If you need a shipping label, please contact our customer service. Return shipping is at the expense of the customer.

Inside the package, you will also find a return proforma invoice, fill it in, sign a copy and put it inside the package. If you need a copy of the return proforma invoice, you can download it here. If you are returning the package from outside the European Union, you will need to complete 4 copies. These documents are necessary for customs clearance and must be given to the carrier. Call the carrier to schedule the collection of the package.

Once we receive your items at our warehouse, we will process the return within seven (7) working days. You will receive an email notification once your return has been received and processed.

Returns that do not meet the abovementioned conditions or that have missing or incomplete customs documentation can be rejected and sent back to the carrier.

Once the return has been accepted, the refund will be issued back to the payment method used at the time of purchase.

If we don’t receive the return shipping, we will have it collected by you at your own expense. Shipping costs will not be refunded for the items which were returned by using our free collection service.

With the exception of the abovementioned conditions, the time it takes to receive the refund for the returned goods depends on the payment method used:
Payment through PayPal: refunds will be issued to your PayPal account. The actual refund on the credit card associated with your PayPal account depends on the company that issued the card.

If your order is shipped to a destination within the EU, all sales taxes (VAT) will be refunded. Outside the EU, customs duties and sales taxes CANNOT be refunded.

We are currently unable to support exchanges through You can return your original order, get a refund and place a new order. Your original order will be refunded once received and you can reorder it at any time.

Return form

Fill in the fields below to request the return authorization.