Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that we are unable to cover the return taxes and duties, so you will need to send your item back under a DDP (Delivery Duty Paid) service.
To start a return, contact us at elestudio.thebrand@gmail.com so we can provide you with the return address. Please note that we don't cover the cost of the return labels. You will need to securely send the item/s with a courier of your choice, and, under your own cost. Please note that the seder is fully liable and responsible of the item arriving securely, and we will be unable to provide a refund of the items back to the original payment method if the item has not arrived to our facilities.
In order to speed up the process of your refund, please after requesting the return through our email, share the return tracking information and postage receipt so we can identify the return upon arrival. Package the order securely and lightly using a tracked service with your local post office, original packaging is not required as long as your new packaging does not damage the product.
You can always contact us for any return question at elestudio.thebrand@gmail.com.
As per the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification if it has not been shipped or the production has not started. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
However, please note that we can not guarantee cancellations if the order has already been started to be processed, as all our pieces are made to order.
Product issues
Any defective, damaged or wrong item received, needs to be communicated within the 14 days return window, so that we can evaluate the issue and make it right. Any issue not communicated within the return window, will not be considered as a quality issue.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items/made to measurement), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards, or for any product that has a suspicious smell, stain, make up, or sign of use.
Exchanges
The fastest way to ensure you receive your exchange faster is to make a separate purchase for the new item and separately return the item you have. However, we are able to process exchanges.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. Note that we are unable to refund any tax and duties paid for receiving your order.
Please note that a deduction of 10 EUR (or equivalent) will be deducted from your total refund of the value of your item/s as a return processing fee.
We will refund the value of your item minus the deduction of the return fee in full. Be aware that we are not responsible for any differences in the refunded amount caused by exchange rate fluctuations at the time the refund is processed. Currency values may vary over time, and as a result, the refunded amount may be higher or lower than the original amount paid when converted to another currency.
CUSTOMS INVOICE (only for International Orders)
For international returns, you will need to include the name of the product(s) on the customs invoice. Please mark clearly "BRITISH RETURN GOODS – [name of product(s)]" as a description of contents on all customs invoice paperwork provided by your chosen carrier.
If this indication is not clearly stated, custom duty charges may be applied. Use your original ORDER NUMBER as a reference on your return shipping label and customs invoice.
