Return Policy

RETURNS & EXCHANGES

At Side Exclusive Pieces, every piece is ethically handmade to order in our family atelier in Lisbon, Portugal. Nothing is mass-produced, and each order is individually prepared and handcrafted with care.

Please read our Returns & Exchanges Policy carefully before placing your order.

RETURNS

Customers may request a return within 14 days of receiving their order, provided that the item is eligible for return under the conditions of this policy.

To request a return, please contact us at geral@side.com.pt within 14 days of delivery and before sending the item back.

Returned items must be:

• Unworn and unused;
• Unwashed;
• In perfect and original condition;
• With all original tags attached;
• With the hygiene protection/seal intact, where applicable;
• Returned with their original packaging.

Items showing signs of wear, stains, makeup, deodorant, perfume, odors, damage or any other signs of use will not be accepted.

Return shipping costs are the responsibility of the customer, except where otherwise required by applicable law.

Once a return request has been approved and return instructions have been provided, the parcel must be shipped within 7 business days.

Please note that personalised height/length items and custom or special-request items are subject to the specific conditions described below.

EXCHANGES

Eligible items may be exchanged within 14 days of receiving the order.

To request an exchange, please contact us at geral@side.com.pt.

Items returned for exchange must be:

• Unworn and unused;
• Unwashed;
• In perfect and original condition;
• With all original tags attached;
• With the hygiene protection/seal intact, where applicable;
• Returned with their original packaging.

Once an exchange request has been approved and return instructions have been provided, the parcel must be shipped within 7 business days.

Shipping costs associated with an exchange are the responsibility of the customer, except where otherwise required by applicable law.

As our pieces are handmade to order, replacement items will be individually produced after the original item has been received and inspected.

PERSONALISED HEIGHT OR LENGTH ITEMS

Certain Side Exclusive Pieces designs are individually produced according to the customer’s selected height or length in order to provide the best possible fit.

Where height or length personalisation is offered as a standard option directly on the relevant product page, the item is produced according to the customer’s individual specification.

For this reason, items produced according to a customer’s selected height or length are not eligible for return or refund.

However, as part of our customer service policy, Side Exclusive Pieces accepts exchanges for these items, provided that all exchange conditions described in this policy are met.

This means that an eligible height- or length-personalised item may be exchanged for another size, but cannot be returned for a refund.

The acceptance of exchanges for these personalised items forms part of Side Exclusive Pieces’ voluntary exchange policy.

CUSTOM, MODIFIED & SPECIAL-REQUEST ITEMS

A distinction is made between the standard height or length personalisation described above and special requests, modifications or specifications that are not offered as standard options for the relevant product on our website.

Items that are specially produced, altered or modified according to an individual customer’s request outside the standard options offered for the relevant product are not eligible for return, refund or exchange.

This includes, but is not limited to:

• Sizes that are not available as standard size options for the relevant product on our website;
• Items produced according to specific individual measurements that are not part of the standard options offered for that product;
• Changes to the original design, cut, shape, coverage, fit or proportions;
• Changes to the length or dimensions requested outside the standard height or length options available on the product page;
• Changes to fabrics, colours, lining or materials that are not normally offered for the relevant product;
• Changes to straps, ties, padding, hardware, rings, accessories or other components that differ from the standard options offered for that product;
• Adding, removing or modifying elements of the original design;
• Combining elements, features or characteristics from different Side Exclusive Pieces designs;
• Any alteration or modification specifically requested by the customer;
• Any special size, personalisation, adaptation or other request agreed with the customer by email, Instagram, direct message or any other communication channel that requires the item to be produced differently from the standard options offered for the relevant product on our website.

Once a customer requests and confirms one of these special specifications, the item will be produced specifically according to their individual request and is therefore considered a custom, modified or special-request item.

Such items are final sale and cannot be returned, refunded or exchanged due to change of mind, sizing, fit, personal preference, colour or fabric preference, or any other reason unrelated to a defect, lack of conformity or an error on our part.

By confirming a special request, the customer acknowledges and accepts these conditions.

SWIMWEAR & HYGIENE

For health and hygiene reasons, please always try swimwear on over underwear and do not remove the hygiene protection until you are certain that you wish to keep the item.

Swimwear will only be accepted for return or exchange, where otherwise eligible under this policy, when:

• The hygiene protection/seal remains intact;
• All original tags remain attached;
• The item has not been worn or washed;
• The item is in perfect and original condition;
• There are no stains, makeup, deodorant, perfume, odors or other signs of use.

Where a product is supplied sealed for health or hygiene protection purposes and the seal is removed after delivery, the right of withdrawal may no longer apply where permitted by applicable consumer law.

DEFECTIVE, DAMAGED OR INCORRECT ITEMS

The restrictions described above do not affect the customer’s statutory rights.

If you receive an item that is defective, damaged, incorrectly produced or does not correspond to what was agreed in your order, please contact us at geral@side.com.pt with your order number and photographs of the item.

We will review the situation and provide the appropriate solution in accordance with applicable consumer law.

Please note that our pieces are individually handmade. Minor variations resulting naturally from the handmade production process are not necessarily considered defects.

IMPORTANT INFORMATION ABOUT PERSONALISED & SPECIAL ORDERS

Before confirming your order, please carefully review your selected size, height, measurements and any requested modifications.

For clarity:

Standard item:
An item purchased exclusively from the standard options offered for that product, without individual personalisation or special modifications. The standard return and exchange conditions of this policy apply.

Height/length personalised item:
An item produced according to a height or length selected through the standard personalisation options offered on the relevant product page. Exchanges are accepted, but returns and refunds are not.

Custom or special-request item:
An item produced in a size, measurement, design or configuration that is not offered as a standard option for the relevant product, or otherwise modified at the customer’s individual request. Returns, refunds and exchanges are not accepted.

These conditions apply regardless of whether the special request is made through our website, email, Instagram, direct message or another communication channel.

The above does not affect statutory rights relating to defective goods, lack of conformity or errors on our part.

HOW TO REQUEST A RETURN OR EXCHANGE

Please contact us at geral@side.com.pt before returning any item.

Items sent back without first requesting a return or exchange may not be accepted.

Once your request has been reviewed, we will provide the appropriate return instructions.

We strongly recommend using a tracked shipping service. Side Exclusive Pieces cannot be held responsible for return parcels that are lost before being delivered to us.

Unless otherwise required by applicable law, all shipping costs associated with a return or exchange are the responsibility of the customer.

HANDMADE WITH CARE

Every Side Exclusive Pieces item is individually handmade in our family atelier in Lisbon, Portugal.

Our made-to-order production model allows us to produce more consciously, reduce unnecessary stock and waste, and give every piece the attention and craftsmanship it deserves.

Thank you for supporting our small, independent and handmade brand