Shipping & returns

Shipping

Your piece ships once production is complete and the final payment has cleared. Every shipment is insured while in transit and requires an adult signature on delivery — no exceptions, for your protection.

Please double-check that your shipping information is accurate and complete, and inspect the package as soon as it arrives. Carrier and customs timelines are outside our hands, so we ask for a little patience once a piece is on its way.

International orders

International orders are not processed automatically through the website — they are handled directly with our team, so that logistics, insurance, and documentation are done properly. Shipping cost, insurance, and timelines depend on the destination and declared value, and are confirmed with you before anything ships.

Customs duties, import taxes, and related fees are set by your country and billed to you directly by the carrier or customs authority — they are not included in the purchase price. As a general guide, we recommend budgeting approximately 20% of the declared value for these charges combined — see the duties table in our FAQ for country-specific estimates.

Pickup in New York

In-person pickup in New York is available by appointment only — write to us to arrange a time. New York sales tax (currently 8.875%) applies.

If something goes wrong

Every shipment is insured and photographed before it leaves us. If a package is lost or arrives damaged, tell us as soon as possible — ideally within 24 hours of delivery or of the carrier's notification.

If a package arrives visibly damaged, refuse the delivery if you can and notify the carrier immediately; otherwise, photograph everything clearly before opening and write to us right away. Claims run through the carrier and the insurance provider — we will walk you through it and assist wherever we can.

Customs delays, unpaid duties, incorrect addresses, and missed delivery attempts are not transit damage, and remain the client's responsibility.

Returns & exchanges

Because our work is made to order — often made only once — the following are final sale: one-of-a-kind pieces, custom made-to-order pieces, pre-order pieces, personalized items, and Revive projects.

The Cattina collection

Select Cattina© pieces may be eligible for exchange when the piece is unworn, the exchange is approved by our team, and a replacement is available. All exchanges are at Josefina's discretion.

Return shipping

If an exchange is due to an error on our part, return shipping is on us. For refund requests, return shipping is the client's responsibility.

Resizing

Resizing is available only for certain designs — pieces with custom-cut baguettes or pavé often cannot be resized without interfering with their structure. Write to contact@josefinabailleres.com with your order number before sending anything; every piece needs approval first.

Resizes involve real bench work and start at around $200, plus shipping and production time. The best way to never need one is to get the size right before production — our sizing guide walks you through exactly how we do that.