Refund policy
General Returns
In the event that an item is not what you expected, you can make a return within 30 days of receipt. We want your shopping experience to be great, so we try to make the return process simple and hassle-free.
Before requesting a return, please make sure of the following:
- The item must be unused and in the same condition as you received it, with all original tags and in its original packaging intact.
- You will need to present your receipt or proof of purchase.
How to initiate a return:
- Contact us: You can initiate the return process by contacting us h05.bilbao@gmail.com.
- Shipping address: Returns should be sent to the following address: Calle Ronda, 12-Bajo 48005 Bilbao.
- Shipping label: If your return is accepted, we will send you a return shipping label and instructions for sending the package.
Please note that items sent back to us without a return request will not be accepted. For any questions about returns, please contact us at h05.bilbao@gmail.com.
Damaged or Incorrect Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received an incorrect item, so that we can assess the problem and offer a solution.
Exceptions and Non-Refundable Items
Certain types of items cannot be returned, such as:
- Perishable goods
- Personalised products
- Underwear products, such as socks and bodysuits.
Unfortunately, we cannot accept returns on sale items or gift cards. If you have any questions about a specific item or sizing, please contact us.
Exchanges
The quickest way to get the item you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Right of Withdrawal in the European Union
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days without giving any reason. Your item must be in the same condition as you received it, unused, with tags and in its original packaging. You will also need your receipt or proof of purchase.
Refunds
We will notify you once we have received and inspected your return, and will inform you whether or not the refund was approved. If approved, you will automatically be refunded to your original payment method within 10 working days. Please note that it may take some time for your bank or credit card company to process and record the refund.
If it has been more than 15 business days since we approved your return and you have not received your refund, please contact us at h05.bilbao@gmail.com.
Additional Conditions
Original Shipping Charges: We do not refund original shipping charges, unless the item received is faulty or incorrect.
Wrongly Returned Products: We are not responsible for products accidentally placed in the return package that do not belong to our brand.
Warranty
We offer a 6 month warranty on all products purchased directly from our website. This warranty covers defects in materials and workmanship under "normal" use. The decision to repair or replace a defective product will be made by our team after a thorough evaluation.
Sale or Promotional Items
Products purchased on sale or during a promotion can only be exchanged for a gift voucher.