Refund policy
Refund and Return Policy
We want you to keep something because you love it, not because returning it was too much hassle.
Your right to cancel (EU)
If you are ordering as a consumer in the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving any reason. We extend this voluntarily to 30 days.
The 30-day window
You have 30 days from the delivery date to request a return. To be accepted, an item must be:
- Unworn, unwashed and unaltered
- In its original condition with all tags still attached
- In its original packaging, including any dust bag, box or authenticity card
Footwear must be tried on indoors on a clean surface. Shoe boxes are part of the product — please do not tape or write on them.
How to start a return
- Email josianeasv@gmail.com with your order number and which items you are sending back.
- We reply within one business day with a return authorisation and instructions.
- Pack the items securely and attach the label provided.
- Drop the parcel off and keep your proof of postage until the refund lands.
Returns sent back without contacting us first cannot be processed, because we have no way to match the parcel to your order.
Return shipping costs
Return shipping is free if the item is faulty, damaged, or not what you ordered. For change-of-mind returns, the cost of return shipping is deducted from your refund at the rate shown when we issue your label.
Refunds
Once your return reaches us it is inspected within 2 business days. Approved refunds go back to your original payment method within 5–10 business days — the exact timing depends on your bank, not on us. Original shipping charges are refunded only when the entire order is returned or the item was faulty.
If more than 15 business days have passed since we confirmed your refund and nothing has arrived, contact us and we will chase it.
Exchanges
The fastest way to swap a size or colour is to return the original for a refund and place a new order — that way you are not waiting on stock. If the size you want is low in stock, tell us and we will hold it for you for 7 days.
Faulty items
All products carry the statutory legal guarantee of conformity. If something fails through a manufacturing defect, contact us with photos and your order number and we will repair, replace or refund it at no cost to you. Normal wear and tear, accidental damage and misuse are not covered.
What we cannot accept back
- Gift cards
- Pierced jewellery and earrings, for hygiene reasons
- Underwear and swimwear where the hygiene seal has been removed
- Items personalised or made to your specification
- Anything returned after the 30-day window, or returned worn or damaged
Sale items
Discounted items are returnable on exactly the same terms as full-price items. Final-sale items are clearly labelled as such on the product page before you buy.
This policy does not affect your statutory rights.