FAQ
RETURNS & REFUNDS
Refunds Policy
If your order is damaged, we offer a repair or replacement.
Some of our products are delivered from separate locations across Europe - there might be a case where part of your order arrives slightly earlier. If your piece is damaged or your package is still missing an item, please contact us via email. Request for replacement must be emailed within 3 days of receiving along with the receipt and photos attached. If not reported within 3 days, we cannot issue replacements. In unlikely cases where there’s our fault in the damage of the item, the customer can send the item back for a repair. We will bear the cost of the shipping.
You have the right to cancel and return your order within 20 days (from the day of making the order) in exchange for store credit. Any shipping cost that we have incurred will be deducted from the received store credit. All returned items must be unused.
We DO NOT accept refunds in case size is wrong, since measurements are available in the description of every product.
On personalised, made to order products, we don’t accept returns or cancellation - all sales are final.
The right to cancel does not apply to customers whose delivery address is located outside of the European Union at the time of concluding.
The order I received is damaged
We always make sure to create with lots of love and attention to detail. Damaged items must be emailed within 3 days of receiving with photos of receipt and the garment attached to the email. If not reported within 3 days, we cannot issue replacements. We are not responsible for damages that occur after the product has been used. If you're experiencing any other issues with your order, please contact us via e-mail este.studio.co@gmail.com within 3 days of receiving your order with a picture of the items and the packing slip and we'll make sure you're satisfied.
The order is missing an item
Some of our products are delivered from separate locations across Europe - there might be a case where part of your order arrives slightly earlier. Right after you place an order, we will inform you which items arrive in each package. If your piece is damaged or you are still missing an item after both packages arrived, please contact us via email
CHANGES IN ORDER
Wrong shipping address
Please e-mail us ASAP via este.studio.co@gmail.com attaching your order info and the updated shipping address.
If the order is already shipped, please contact your local shipping provider and ask them to update the shipping address.
Order cancellation
You have the right to cancel and return your order within 20 days from the day of making the order, in exchange for store credit. Any shipping cost that we have incurred will be deducted from the received store credit. Returned items must be unused.
Price changes
We have the right to change the prices of our products in our webshop and other platforms at any time.
DELIVERY
Shipping time
Some of our products are delivered from separate locations across Europe - There might be a case where part of your order arrives slightly earlier. Depending on the products included, we ship our orders within 9-14 working days. In case of tracked delivery, we send you the tracking number via email as soon as possible.
Missing items from package
No need to worry! Some of our products are delivered from separate locations across Europe - there might be a case where part of your order arrives slightly earlier.
In rare cases when your order includes items that ran out of stock by mistake, we'll make an immediate full refund for the items not in stock and ship the rest of your order.
The parcel is delivered but I never received it
If the tracking info states that the package is delivered but you didn't receive the item, we offer refund/ send the parcel again after the shipping provider sends the item back to us and we receive it. If the item's lost, stuck or stolen, concerns about your order after it's shipped should be made to the delivery service directly.