Returns

Two different contracts. A dress is a parcel. A house is dates. Write [email protected] with the order id. Refunds, when due, go through the platform on Stripe. There is no self-serve refund button.

Fashion

Returns follow the maison's policy. They are processed through us, not by posting a villa or emailing the atelier as if we were not the merchant of record.

• Write [email protected] first. Say the order id, the piece, and whether it is unused.
• We take it to Maison Aureliana. The maison decides against its own policy.
• If a refund is due, we issue it on Stripe to the original payment, after the maison confirms.
• Do not send a return until we say where. A parcel without that path may not be accepted.

[TO COUNSEL: Aureliana window, tags and hygiene, who pays return postage, restocking, made-to-order exceptions.]

We do not invent a 30-day house policy that the maison does not run. Until counsel and the maison put a number on this page, the process is: write, then we coordinate.

EU 14-day withdrawal

EU consumers often have 14 days to withdraw from a distance sale of goods, starting on delivery. That right can be lost or limited for made-to-order pieces, sealed goods that are not returnable for hygiene, and some other Article 16 cases.

[TO COUNSEL: how withdrawal applies to this fashion (standard goods vs made-to-order vs intimate garments); model instructions of withdrawal; whether a withdrawal button is required by June 2026.]

[TO COUNSEL: how withdrawal applies to lodging deposits and dated stays — typically excluded when the contract is for a specific date; confirm for a 30% deposit taken by a marketplace MoR.]

Until that mechanic is signed, do not assume a 14-day button on this site. Write [email protected]. We will not pretend a right that counsel has not mapped, and we will not hide a right the law gives you.

Stay cancellation — draft pending counsel

Not signed. Describes the path we can actually run today: a person confirms dates with Fantasia the same day; refunds are manual on Stripe.

• If we cannot confirm the dates with Fantasia the same day, or the host cannot honour them before arrival: the 30% deposit is refunded in full. Write [email protected]. Refunds are issued manually on Stripe. There is no self-serve refund product.
• If you cancel after the dates are confirmed: the 30% deposit is retained.
• If the host cancels after confirmation: the deposit is refunded in full through the platform.
• The remaining 70% is collected later by invoice or a second charge on a pay link. If that 70% has already been taken and the dates then cannot be held, that remainder is refunded. There is no sliding remainder-refund schedule until counsel sets one.

[TO COUNSEL: enforceability of retaining the deposit after confirmation; whether a sliding scale (e.g. 30 / 14 / 7 days) is required; what happens if the remainder has already been invoiced or charged; mixed bags that contain fashion and a stay.]

Experiences

Paid in full. Dated. The host fulfils. There is no finished cancellation grid. Write [email protected]. [TO COUNSEL: experience cancellation; same-date service exclusion.]

How a refund is issued

Original payment method, via Stripe, by us. Transfers to the maison or host may need a reversal on Stripe; that is our problem, not a second invoice you chase. We do not promise a number of business days we have not measured. EU law may require a refund within 14 days of a valid withdrawal — [TO COUNSEL].

Shipping of fashion: Shipping. Contract: Terms.