Refund policy

Our Return Policy is designed to ensure that you have a satisfying shopping experience while maintaining fairness and transparency. Please take a moment to familiarize yourself with the following details:

General Returns

  • Eligibility: You can return items within 14 days of delivery. The 14-day period begins on the day you receive the item.
  • Condition: Items must be returned in perfect condition—unworn, undamaged, and unused—with original tags and packaging. We reserve the right to reject returns that do not meet these conditions.
  • Excluded Items:
    • Made-to-Order: Non-refundable unless the item has a defect (see below for details).
    • Final Sale Items: Returnable only if damaged upon delivery. Please inspect these items immediately and contact us within 48 hours of receipt. Please note that some of our Partners will not accept returns even if the item was damaged upon delivery, however we do encourage you to contact us to see what we can do.
    • Hosiery, Lingerie, and Swimwear: Must be unopened with hygiene seals intact. Returns cannot be accepted if seals are broken.
    • Face Masks: Non-returnable once opened, except if damaged upon delivery.

Product-Specific Guidelines

  1. Footwear and Accessories:

    • Must be returned in their original boxes and protective bags to prevent damage during transit.
    • If footwear soles are marked or boxes are damaged, we may not accept the return.

  2. Jewelry:

    • Must be returned in its original condition with branded packaging to prevent damage during transit.

  3. Made-to-Order Items:

    • Non-returnable unless defective. A “defect” is defined as any material or craftsmanship issue that renders the item unfit for its intended purpose.
    • Cancellation requests must be submitted within 24 hours of purchase. If production has begun, cancellations may not be accepted, with the final decision at the Partner's discretion.

  4. Damaged Items:

    • If you receive a damaged item, including electronic items (note: we do not sell perishable goods), please send a clear picture to support@distelle.net within 48 hours.
    • Claims will be reviewed promptly. If foul play is suspected, we reserve the right to deny reimbursement and may take further action, including account suspension.

Shipping and Return Costs

  • Customers are responsible for return shipping costs, except for items that are damaged, faulty, or sent in error.
  • Returns must be shipped within 7 days of receiving return authorization.
  • We strongly recommend using a tracked and insured service for returns. DISTELLE is not liable for items lost or damaged in transit unless return shipping was arranged by us.

Sustainability Commitment

To minimize environmental impact, we encourage customers to carefully review product descriptions, measurements, and images before making a purchase. Thoughtful shopping helps reduce unnecessary returns.

Refunds

  • Once your return is received and inspected, we will notify you of the approval status within 5 business days.
  • Approved refunds will be issued either to your original payment method or as store credit, within 10 business days. Please note that your bank or credit card company may require additional processing time.
  • In certain circumstances, at our discretion, refunds may be issued only as store credit.
  • If more than 15 business days have passed since your return was approved, contact us at support@distelle.net.

Rejected Returns

If a return does not meet our conditions (e.g., damaged, worn, or missing packaging), we will notify you. You will have 14 days to arrange for the item to be shipped back to you at your expense. If no action is taken, the item may be forfeited.

How to Initiate a Return

To start a return, please email us at support@distelle.net with the following details:

  • Order number
  • Name
  • Address
  • Phone number
  • Reason for the return

We will provide instructions on how to proceed.

Cooling-Off Period

While the FTC Cooling-Off Rule does not apply to online purchases, DISTELLE offers a 14-day return period from the date of delivery as part of our commitment to customer satisfaction. Please note that this does not apply to made-to-order items.