At Pirouette we want you to love what you dance in. If something isn’t right, here’s exactly where you stand and how to put it right.
This policy applies to orders placed online at pirouettemalta.com. Purchases made in person at our Mosta shop are covered by the separate in-store section below.
1. Who you’re buying from
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- Trader: Natalya Georgievna Ovchinnikova operating as Pirouette
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- Shop: 70 Triq Il-Kurat F. Calleja, Mosta, Malta
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- Online: pirouettemalta.com
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- Contact: info@pirouettemalta.com · +356-9936-3628
2. Your 14-day right of withdrawal
Because online orders are distance contracts under EU and Maltese consumer law, you may cancel your order within 14 days without giving any reason.
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- The 14 days start the day after you (or someone you nominate) receive the goods.
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- For an order delivered in several parts, the period starts the day after the last item arrives.
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- You only need to tell us you’re cancelling before those 14 days are up — the goods can travel back to us afterwards.
3. How to cancel
You can cancel in any of these ways:
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- Complete the electronic withdrawal form on pirouettemalta.com/withdraw — you’ll get an emailed acknowledgement straight away.
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- Email us at info@pirouettemalta.com with your order number and a clear statement that you’re cancelling.
You don’t have to use the form — any clear statement that you wish to withdraw is enough.
4. Items that cannot be returned
For hygiene and made-to-order reasons, the right of withdrawal does not apply to the following, and they cannot be returned or refunded once opened, worn or used:
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- Hygiene-sealed items once the seal is broken — tights, socks, underwear, briefs, leotards and anything worn next to the skin. These are supplied in a sealed hygiene bag. Seal intact and unbroken, they can be returned. Seal broken, they cannot — no exceptions.
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- Any footwear showing signs of wear — pointe, ballet, jazz, tap, character shoes and dance trainers that have been broken in, darned, had ribbons or elastics sewn on, or whose soles carry any marking from use. Shoes may only be tried on briefly indoors on a clean, soft surface.
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- Custom-fitted or altered footwear — any shoe individually fitted, sized or adjusted for you.
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- Personalised or made-to-measure items — uniforms, garments or accessories customised to your specification (name printing, bespoke sizing, embroidery).
This doesn’t affect your rights if an item arrives faulty (see section 7).
5. Condition of returnable items
To qualify for a refund, returnable items must come back unworn and as-new, with all original tags, labels and packaging intact.
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- You may try an item on only as you would in our shop — briefly, over your own clothing where appropriate, to check size and fit.
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- Wearing an item for a class, audition, rehearsal, performance or event goes beyond a try-on and makes the item non-returnable.
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- Any sign of use makes an item ineligible — marks, makeup, fake tan, perfume, deodorant or body odour, pilling, stretched or creased fabric, animal hair, or tags removed from skin-worn items.
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- Where an item comes back used or with its value reduced by handling beyond a simple try-on, we will reduce the refund to reflect that loss — up to the full price of the item where it can no longer be sold as new — or return the item to you.
6. Refunds
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- We’ll refund you within 14 days of receiving the returned goods, or of you proving you’ve sent them back — whichever is sooner.
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- Refunds go back to your original payment method.
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- We refund the item price plus the cost of standard delivery. If you chose a faster paid delivery option, we refund the standard rate only.
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- The cost of returning the item is yours unless the item is faulty or was sent in error.
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- We may deduct from your refund an amount reflecting any reduction in the item’s value caused by handling beyond a simple try-on, up to the full price where the item can no longer be sold as new (see section 5).
7. Faulty or damaged items
Faulty, damaged or misdescribed goods are covered by a separate legal right — the guarantee of conformity — which is not the same as this change-of-mind withdrawal policy. If something arrives faulty, please contact us at info@pirouettemalta.com and we’ll put it right.
8. In-store purchases
Purchases made face-to-face at our Mosta shop don’t carry the automatic 14-day withdrawal right, which is specific to online orders. Your faulty-goods rights in section 7 still apply in full. As a goodwill gesture we accept exchanges on unworn, sealed, non-custom items within 7 days with proof of purchase.