We want you to love every piece you carry. If you are not completely satisfied with your purchase, our return and exchange policy below applies. EU and UK consumers also have statutory rights under distance-selling regulations, which are described in Section 2.
1. Voluntary Return Policy (All Customers)
- Return window — 30 days from the date of delivery.
- Condition — Items must be unused, unworn, and in their original packaging with all tags, dust bags, and accessories included.
- Non-returnable items — Final-sale items, personalised or custom-made products, and items marked as non-returnable at purchase cannot be returned unless defective.
- Exchanges — We offer exchanges for a different size, colour, or style subject to availability. Contact us before returning to arrange an exchange.
2. EU & UK Statutory Right of Withdrawal
If you are a consumer in the European Union or United Kingdom and purchased online, you have a legal right to withdraw from the contract within 14 days of receiving your goods, without giving a reason.
To exercise this right:
- Notify us of your decision within 14 days of delivery by emailing hello@example.com with your order number.
- Return the item within 14 days of notifying us.
- Items must be returned in substantially the same condition as received. You may handle goods only as necessary to establish their nature, characteristics, and functioning (as you would in a shop).
We will refund the purchase price and standard delivery costs within 14 days of receiving the returned item or proof of return shipment. Refunds are issued to the original payment method. You are responsible for direct return shipping costs unless the item is defective or we shipped the wrong product.
Exceptions: The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed after delivery, or to goods made to your specifications or clearly personalised.
3. US Returns
US customers may return eligible items within 30 days of delivery under our voluntary policy above. Certain states may provide additional consumer protections; nothing in this policy limits rights you may have under applicable state law.
Return shipping for US orders is the customer's responsibility unless the return is due to our error (wrong item, defective product). We recommend using a tracked shipping service.
4. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, contact us within 14 days of delivery with photos of the issue. We will arrange a prepaid return label where applicable and offer a replacement or full refund including original shipping costs.
EU and UK consumers have a legal guarantee of conformity for goods for at least 2 years from delivery (UK/EU consumer law). If goods are not as described or lack conformity, you may be entitled to repair, replacement, price reduction, or refund.
5. How to Initiate a Return
- Email hello@example.com with your order number, item(s) to return, and reason.
- We will provide return instructions and, where applicable, a return authorisation number (RMA).
- Pack items securely in the original packaging to prevent damage in transit.
- Ship to the address provided in our return instructions. Retain your tracking number.
Returns sent without prior authorisation may experience processing delays.
6. Refund Processing
- Refunds are processed within 5–10 business days after we receive and inspect the returned item.
- Refunds are issued to the original payment method. Bank processing times may add 3–10 additional business days.
- Original shipping charges are non-refundable except where required by law or where the return is due to our error.
- Promotional discounts are applied proportionally to refunded items.
7. Contact
Returns and exchanges: hello@example.com. Our team is available Monday–Friday, 9:00–18:00 (CET/CEST).