Refund policy
EXCHANGES
The following rules are only valid for purchases made at the Graciella Starling online store.
For purchasing procedures made in our studio, please contact us directly via email [email protected].
Graciella Starling only exchanges products that are defective or damaged during the delivery process (if notified within 7 days of the date of receipt of the product).
Therefore, we ask that you pay attention to the size of your hat (especially in custom-made products).
We allow the first free exchange. If you need to make more than one, you will be responsible for paying shipping to return and receive the new product.
Defective product:
Returns due to product defects are carried out in accordance with the conditions described in our exchange policy, see the rules for “DEFECTIVE PRODUCT” below. If you are analyzing previously used parts, use Troca Fácil by attaching a photo.
The legal warranty covers manufacturing defects within a period of up to 90 days from the date of purchase, as long as a manufacturing defect is actually detected.
All products sent to Graciella Starling due to DEFECTION will undergo an analysis to verify the reported failure before accepting the return process;
To request a product analysis within the deadline, follow the step by step below, within 48 working hours you will receive a response with the procedures that will be carried out.
Important: For the request, we ask that you send photos of the product indicating the reported defect. You can attach the photos via email [email protected] with the data below.
- Enter the order number (Ex: 67287) that was purchased, the product and email (the same one used to make the purchase, if another email is provided, it will not be recognized).
- State the reason why you are making the request and add comments if any, attach photos of the product.
Your request will be analyzed and within 48 business hours you will receive a response with the next steps.
The product must be sent clean and dry, as new. If it is not in these conditions, it will be returned immediately to the customer.
As soon as the merchandise is received at our distribution center, the product will be analyzed by quality control and your request will be finalized within 15 working days. If a manufacturing defect is found, a deadline for the refund will be sent to your email.
The amount will be refunded according to the original payment method for the order.
*The deadline mentioned above may change during the Sale, Christmas and Black Friday periods.
PAY ATTENTION TO OUR CONDITIONS AND DEADLINES!
RETURN
Our return policy is 7 days. After 7 days of purchase, unfortunately it is not possible to request a refund.
To be able to make a return, the product must not have been used and must be in the same condition in which you received it. It must also be in the original packaging.
To request your return, contact us via email [email protected]
REFUNDS
Once the refund product is received and checked, notice will be made within 7 days of receipt of the product, we will send an email to notify you that we have received your merchandise for return. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed. We will automatically issue credit to your credit card* or payment method for the purchase made within a few days. The refunded amount refers to the full value of your purchase excluding shipping.
* In cases of credit cards: Each operator has a deadline for invoice credit. Check with your card issuer.
GIFTS
If the product was marked as a gift during purchase and was shipped directly to you, you will receive a gift certificate for the same value as the purchase.
If the product was not marked as a gift during purchase, or if the gift giver sent the product to themselves for personal delivery, we will issue a refund to the gift giver. This person will know that you requested a return.
FREIGHT
We use carriers, motorcycle couriers, and postal services. Depending on where you live, shipping and return times may vary.
You can calculate your shipping directly at the time of purchase.