Refund policy

Last updated: September 20, 2026

We want you to be happy with what you bought. If you are not, this policy explains exactly what you are entitled to and how to get it. We have tried to write it in plain language rather than legal boilerplate.

Cancelling before dispatch

You can cancel any order at no cost while it is still being processed. Email us with your order number and we will cancel it and refund you in full, usually the same day. Once an order has been dispatched it cannot be cancelled, but you can still return it under the terms below.

Returns

You have 30 days from the day your order is delivered to request a return. The item must be unused, in resalable condition, and in its original packaging.

To start a return, email juancastillok0611@gmail.com with your order number and a short note about what is wrong. Please do not send anything back before you hear from us, because our return address depends on the item and a parcel sent to the wrong place cannot be refunded.

If you are returning an item because you changed your mind, you pay the return postage. If you are returning it because it arrived damaged, faulty, or is not what you ordered, we pay.

Damaged, faulty or wrong items

If your order arrives damaged, defective, or is simply the wrong item, contact us within 14 days of delivery and include photographs of the item and its packaging. In most cases we will send a replacement or refund you in full without asking you to ship anything back, because international return freight often costs more than the item itself. That is our problem to solve, not yours.

Your right to withdraw (UK and European Union)

If you are a consumer in the United Kingdom or the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving any reason. To exercise it, tell us in writing within those 14 days. You then have a further 14 days to send the item back. We will refund everything you paid, including the standard delivery charge, within 14 days of receiving the item back or of you providing proof that you have sent it, whichever is earlier. You bear the direct cost of returning the goods. This right sits alongside the 30-day return window above, and nothing in this policy limits it.

How refunds are paid

Approved refunds go back to your original payment method. We process them within 5 business days of approving the return, and your bank or payment provider usually takes a further 5 to 10 business days to post the money to your account. We will email you when the refund leaves our side.

Where a return is due to a fault on our side, your original shipping charge is refunded too. Where you simply changed your mind, the shipping charge is not refunded, except where the statutory right of withdrawal above applies.

Orders that never arrive

If your order has not arrived within 45 days of dispatch, contact us. We will replace it or refund you in full. You do not need to prove anything or chase the carrier.

Late or missing refunds

If we have told you a refund has been issued and you still cannot see it after 10 business days, check with your bank or card issuer first, as posting times vary. If it is still missing after that, email us and we will chase it with our payment provider and send you the transaction reference.

Exchanges

We do not process direct exchanges, because the round trip would take longer than anyone wants to wait. If you need a different size or variant, request a refund for the item you have and place a new order. Tell us you are doing this and we will make sure the two are not confused.