Returns and Exchanges
Are your returns and exchanges free?
Unfortunately not. There is a fee for returns that will be deducted from your refund when it is processed. Exchanges are not available for international orders.
Where can I return or exchange items?
If an item did not work or you need to call another style yours.
Since December 6th, we have changed our exchange and return platform for US orders. To make these requests, simply sent an email to: [email protected] with:
How do I return an item?
All returns and exchanges can follow the step-by-step instructions, where the links can be found above. For an easier and correct refund, all items must be marked on the label taped on the box. If you need anything, you can get in touch with our CS team by email: [email protected]
- Please make sure to send only the items specified on the label.
- Do not create separate labels. You can put all items in the same box. This helps ensure that all the items you want to return or exchange are processed correctly.
- Attention: If you send items in a separate box, only the items listed on the label attached to that box will be considered.
- If you need to cancel a return or exchange, please contact customer service to correct the label.
Can I return it to the Showroom?
You can return or exchange in the Showroom, they will only need your order number and email account.
What is the deadline to place a return or exchange?
Returns and exchanges will only be allowed till 30 days from the purchase date.
Please note that if you request an exchange for an item with low stock, it might not be available.
How many times can I exchange?
Exchanges can only be made once for an item, after that only the return will be available.
I changed my mind about a return or exchange
Our return or exchange labels cannot be edited, but you can contact our Customer Service by e-mail ([email protected]), and we will help you to solve it.
Can I send an item that is not on the label with my return/exchange?
To make the return/exchange process faster and guarantee your refund, all items must be marked on the label taped to the box. If you need to take an item out or include it you can contact our Customer Service by e-mail ([email protected]), and we will help you to solve it.
How do I return or exchange a gift?
You can access the return’s link for the correspondent country and inform the details by email, choosing to return for a voucher or exchange the item.
When will I receive my refund?
Return processing might take between 5 business days upon delivery at our warehouse, then it can take up to 3-10 business days for your bank to post the refund to your account.
What is instant credit?
Once you start a return, our system will automatically create an instant voucher that can be used in your next purchase. Since it's optional, it's up to you to use the full amount or just part of it. If it is not used or fully used, after we process the return, you’ll be refunded on the original payment method.
I don’t have the same payment method to receive my refund
Our refunds can only be made on the original payment method. Refunds to expired or canceled cards are handled by your bank or credit card issuer and, in most cases, credited automatically to your replacement card.
Return Policy
Returns and exchanges US
• Returns received postmarked after 30 days from the original purchase date will be automatically reshipped to the customer upon receipt at our warehouse. We don’t accept returns after 30 days from the original purchase date.
• Unworn, unwashed, undamaged pieces with original tags attached are eligible for a return or an exchange.
• We offer free returns and exchanges.
• Please note that we only exchange an item once. After exchanging it, you can only return it and receive a refund for the full amount paid for the item.
• Exchanged items in-store cannot be returned nor exchanged again.
• After opening a return, you can’t add or remove products. In this case, you should contact our CS Team so we can address your case.
• Any duties and taxes paid are nonrefundable.
• It is necessary to show the receipt of the purchase or present the order’s number.
• Discounts cannot be combined with any other offer.
• FINAL SALE items cannot be returned.
If your order is considered SALE, you can still try again and choose a new piece to call your own.
• International orders can only be returned, we do not make exchanges for international orders.
• We have free returns to Australia and Canada.
•There is a fee for international returns of 30 dolars that will be deducted from your refund when it is processed.
• Any duties and taxes paid are nonrefundable.
