Refund policy

 

At DISTELLE, we want to ensure a transparent, secure, and smooth shopping experience. Because our platform includes standard items, bespoke creations, and final sale pieces, return eligibility varies strictly by product category. Please review the specific guidelines, requirements, and timelines below before initiating a purchase or request.

 

1. Important Requirements Before Returning

  • Formal Request Required: Customers cannot issue a return spontaneously. All returns must be formally requested and approved by our team prior to sending any items back. Unauthorized returns will be rejected at delivery.
  • Free Return Shipping: Once your return request is validated and approved, DISTELLE covers all return shipping expenses. We will provide you with a prepaid, trackable return shipping label or coordinate collection.


2. Return Eligibility by Product Type

Standard Items (14-Day Return Window)

Standard, off-the-shelf items may be formally requested for return within 14 days of the delivery date. Once a return is authorized, the item must be shipped back within the timeframe specified in your return authorization. To qualify for a refund, the item must be unused, unworn, and undamaged, with all original tags, labels, security seals, and packaging intact.

Specific category requirements include:

  • Footwear: Must be tried on a clean, carpeted surface only. Items showing wear, scuffing, or damage to the soles, or shipped without the original shoebox, will fail inspection under the Rejected Returns section below.
  • Jewelry and Accessories: Must be returned in their original, undamaged branded boxes and dust bags. Missing or damaged packaging will result in a fee or rejection of the return.
  • Hygiene-Sensitive Items: For health and safety reasons, hosiery, lingerie, and swimwear must be completely unopened, unworn, and in original packaging with the hygiene seals 100% intact. Face masks are strictly non-returnable once opened.

Made-to-Order, Custom, and Final Sale (Strictly Non-Returnable unless damaged, faulty or incorrect)

The 14-day return window does not apply to Final Sale items, Made-to-Order items, or Custom-Made pieces.

  • Final Sale & Custom Items: Because these pieces are tailored specifically to individual specifications or sold as clearance, they cannot be returned, exchanged, or modified for change of mind, incorrect sizing, or buyer's remorse. All sales are final.
  • 24-Hour Cancellation Window: Customers have exactly 24 hours from the time of purchase to cancel a made-to-order item for a full refund. After 24 hours, production begins with our artisan partners, and cancellations, alterations, or refunds can no longer be accepted.
  • Exceptions: These items can only be returned if they arrive damaged or defective upon delivery (see Section 3).
  • Labeling: All Final Sale, Made-to-Order, and Custom items are clearly identified as such on the product page and at checkout prior to purchase.

 

3. Damaged, Faulty, or Incorrect Items

If you receive an item that is fundamentally damaged, defective, or incorrect, DISTELLE will work with you and the relevant designer to rectify the issue.

  • Mandatory Action: Please inspect your order thoroughly upon receipt. You must submit a formal request to our team with clear photographic evidence of the defect or damage within 48 hours of delivery. Failure to report damage within this window constitutes acceptance of the item in its delivered condition.
  • Coverage: Once confirmed, DISTELLE will cover all return shipping costs and provide a prepaid shipping label or replacement instructions.
  • Policy Protection & Fraud Prevention: All damage claims are reviewed upon arrival. DISTELLE reserves the exclusive right to refuse a refund, deny future service, and permanently close user accounts if we determine a claim involves intentional damage, customer misuse, or fraudulent activity.

 

4. How to Submit a Formal Return Request

To initiate a return or request a cancellation, please email our team at customercare@distelle.net with the following information:

  1. Order Number
  2. Full Name
  3. Shipping Address
  4. Phone Number
  5. Reason for Return (please attach photographs if the item arrived damaged or defective)
  6. Preferred Reimbursement Method (Original Payment Method or Store Credit)


Request Review & Next Steps

  • Review: Our team will review your request within 2 to 3 business days.
  • Authorization & Prepaid Label: If approved, we will email you a return authorization, a prepaid shipping label, and designer-specific shipping instructions. Do not send items back spontaneously or without prior authorization. Unsolicited returns will be refused at delivery or sent back to the customer at their expense.
  • Inspection: Once the item is received and inspected to confirm it meets all required condition standards, DISTELLE will process your reimbursement.
  • Reimbursement Options: Approved refunds will be issued to your original payment method or provided as store credit, based on your stated preference or at DISTELLE’s reasonable discretion.
  • Partial Refunds: In cases where a returned item shows minor signs of wear or use, or is missing non-essential packaging elements, DISTELLE may, at its discretion and subject to the relevant designer's approval, issue a partial refund reflecting the item's condition rather than denying the return in full.
  • Rejected Returns: If a returned item fails inspection, DISTELLE reserves the right to deny the refund. In such cases, the item will not be returned automatically. Customers wishing to reclaim the item must contact us within 14 days of the rejection notice; return shipping will be at the customer's expense. Items not claimed within this period will be deemed abandoned and may be discarded or donated at DISTELLE's discretion.
  • Refund Timing: Approved financial reimbursements will be processed back to your original payment method within 5 to 10 business days. Store credit will be issued immediately upon inspection approval. Financial institution timing for posted credits may vary.

 

5. Governing Law & Your Rights

By placing an order, you agree to resolve return and refund issues through the formal process described in this policy. DISTELLE reserves the right to contest disputes filed outside of this process with evidence of compliance with this policy.

This policy is governed by the laws of the State of Delaware, without regard to conflict of law principles, and does not affect any statutory rights you may have as a consumer under the law of your country of residence, including under EU Directive 2011/83/EU on consumer rights.