Refund policy

Last updated: October 21, 2026

Returns

Return eligibility depends on the item. Made-to-measure or personalised items may not be eligible for cancellation or return if you change your mind, as explained below.

For eligible items, please take reasonable care when trying them on or checking them. You may handle an item as you would in a shop. If it loses value because it has been handled more than necessary to assess it, we may reduce your refund to reflect that loss. Return postage for change-of-mind returns is the customer’s responsibility, unless we state otherwise or applicable law requires otherwise.

How to start a return

Contact us at jocastabacanara@gmail.com before sending an item back. Include your order number and tell us whether you are requesting a return, cancellation or exchange. We will provide return instructions.

For eligible online orders, you must tell us that you wish to cancel within 14 days of receiving your order. After notifying us, you have a further 14 days to send the item back.

Damages and issues

Please inspect your order when it arrives and contact us as soon as possible if an item is defective or damaged, or if you received the wrong item. This policy does not limit your statutory rights.

Exceptions and non-returnable items

Made-to-measure or clearly personalised items may be excluded from change-of-mind cancellations and returns where applicable law allows. This exclusion does not affect your rights if an item is faulty or not as described.

Standard-size items are not excluded from cancellation rights solely because they are made to order.

Other exclusions, if any, will be stated on the product listing or at the time of purchase.

Exchanges

For an exchange, contact us within 14 days of delivery, before returning your item. Exchange options depend on the item and availability. Return postage is the customer’s responsibility unless we state otherwise or applicable law requires otherwise.

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel within 14 days of receiving your order, unless an exemption applies. After notifying us, you must send the goods back within a further 14 days.

For eligible cancellations, we will refund the product price and the cost of standard delivery. We do not have to refund any additional amount paid for express or premium delivery. Return postage is the customer’s responsibility where this was disclosed before purchase and applicable law allows it.

We will issue eligible refunds within 14 days of being informed of your cancellation. We may withhold the refund until we receive the goods or evidence that you have sent them back.

The 14-day cancellation right may not apply to made-to-measure or clearly personalised goods. This does not affect your rights if an item is faulty or not as described. Your Europe European Union

United Kingdom returns and cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel within 14 days of receiving your order, unless an exemption applies. After notifying us, you have a further 14 days to return the goods.

For eligible cancellations, we will refund the product price and the cost of standard delivery. We do not have to refund any additional amount paid for express or premium delivery. Return postage for a change-of-mind return is the customer’s responsibility.

We will issue eligible refunds within 14 days of receiving the returned goods or evidence that you have sent them back. We may withhold the refund until then.

Made-to-measure or clearly personalised goods may be excluded from change-of-mind cancellations. This does not affect your statutory rights if an item is faulty or not as described. gov.uk

Refunds

For eligible returns, we will confirm once we have received the item and assessed it. Approved refunds will be sent to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process the refund.

For online cancellations, refunds will be handled within the applicable legal timeframe described above.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights relating to goods that are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.