Refund policy

At DISTELLE, we want to ensure a transparent, secure, and professional shopping experience. Because our inventory 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 return.


1. Return Eligibility by Product Type

Standard Items (14-Day Return Window)

For standard, off-the-shelf items, customers have 14 days from the date of delivery to request a return, and the item must be shipped back within 7 days of return authorization. To qualify for a refund, items must be returned in perfect, pristine, and resalable condition: unworn, undamaged, unaltered, unused, and with all original tags, security seals, and packaging completely intact.

Specific category requirements include:

  • Footwear: Must be tried on a clean, carpeted surface. Shoes returned with marked, scratched, or scuffed soles, or with damaged original shoe boxes, will be rejected and returned to the customer at their expense.
  • 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)

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 2).


2. Damaged, Faulty, or Incorrect Items

If you receive an item that is fundamentally damaged, defective (including electronics), or incorrect, DISTELLE will rectify the issue immediately.

  • Mandatory Action: Please inspect your order thoroughly upon receipt. You must contact our team and provide clear photographic evidence of the defect or damage within 48 hours of delivery. Failure to report damage within this 48-hour window constitutes acceptance of the item in its delivered condition.
  • Coverage: If the item is confirmed faulty or an error was made on our part, DISTELLE will cover the return shipping costs and issue a replacement or full refund (including original shipping costs).
  • Policy Protection & Fraud Prevention: We thoroughly inspect all damage claims 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.


3. Return Shipping Fees

Standard Returns: For all eligible standard returns (e.g., change of mind, fit preferences), the customer is solely responsible for all return shipping expenses. Original shipping charges paid at checkout are non-refundable.

Transfer of Liability: Returned items remain the property and responsibility of the customer until they are physically received, inspected, and signed for at our facility. DISTELLE is not liable for items lost, stolen, or damaged in transit back to us. We strictly require using a trackable, insured shipping service.


4. How to Initiate a Return or Cancellation

To start a return or cancel an eligible order, please email our team at customercare@distelle.net with the following information:

  • Order Number
  • Full Name
  • Shipping Address
  • Phone Number
  • Reason for Return (Please attach photographs if the item arrived damaged)


Next Steps:

  • Review: Our team will review your request within 2 to 3 business days.
  • Authorization: If approved, we will email you a Return Merchandise Authorization (RMA) and the correct return address. Please do not send items back without prior authorization. Unauthorized returns will be rejected, refused at delivery, or sent back to the customer at their own expense.
  • Inspection and Refund: Once we receive and inspect your item, we will notify you of the final approval or rejection of your refund based on item condition. Approved refunds will be credited back to your original payment method within 5 to 10 business days or in store credit at DISTELLE’s discretion. In the case of a financial reimbursement, times may vary depending on your financial institution.