Refund policy
ESTORA RETURN, REPLACEMENT & EXCHANGE POLICY
At ESTORA, we want you to receive products that meet your expectations. Please review our exchange and replacement policy before placing your order.
1. GENERAL RETURN POLICY
We do not accept general returns for change of mind or preference. Eligible customers may request a size exchange under the conditions outlined below.
This policy does not limit any rights or remedies available under applicable consumer-protection laws.
2. SIZE EXCHANGE
Size exchanges may be requested within 7 days of delivery.
To qualify for an exchange, the product must meet the following conditions:
- Original tags must be attached and intact.
- The product must be unused, unwashed, and undamaged.
- The product must be in its original condition, with original packaging where available.
- Proof of purchase or a valid order number must be provided.
A maximum of 2 size exchanges is permitted per order, subject to the conditions in this policy.
To request an exchange, email hello@estora.shop with your order number, the size received, and the size you would like instead.
Please wait for approval and return instructions before sending the product back.
3. EXCHANGE SHIPPING COSTS
ESTORA will bear the shipping costs associated with approved size exchanges.
Please contact us before arranging shipment. Our team will provide instructions for returning the original product and receiving the replacement.
4. SIZE AVAILABILITY
Size exchanges are subject to stock availability.
If your requested size is temporarily unavailable, we will inform you and may need additional time to arrange it. We will communicate the expected timeline once it is confirmed.
If the requested size cannot be arranged within a reasonable time, you may choose between (a) waiting for the size to be restocked, (b) exchanging for a different available size or product of equal value, or (c) store credit for the value of the product. Where a refund is required under applicable law, it will be processed accordingly.
5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
If you receive a damaged, defective, or incorrect product, contact hello@estora.shop as soon as possible.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs or a video showing the issue, where applicable.
We will review the claim and arrange an appropriate replacement or other remedy where applicable.
Legitimate claims involving defective, incorrect, or non-conforming products will be handled in accordance with applicable law.
6. EXCHANGE APPROVAL
All standard size-exchange requests must be reviewed and approved by our team before the product is sent back.
Products that have been used, washed, altered, or damaged after delivery may not qualify for a standard size exchange. This does not affect rights or remedies relating to defective or incorrect products under applicable law.
7. REFUNDS
ESTORA does not offer refunds for general change-of-mind returns.
Where a refund or other remedy is required under applicable law, or is approved as an appropriate resolution for an eligible claim, it will be handled accordingly.
8. ORDER CANCELLATION
You may request cancellation of an order before it is dispatched by emailing hello@estora.shop with your order number. Once an order has been dispatched, it cannot be cancelled, and the exchange conditions in this policy will apply.
For prepaid orders cancelled before dispatch, the refund will be returned to the original payment method. Refunds typically reflect within 5-7 business days, depending on your bank or payment provider.
9. CASH ON DELIVERY ORDERS
For Cash on Delivery (COD) orders, please ensure someone is available to receive the order and pay at the time of delivery. If a COD order is refused, or if the delivery attempts fail because the customer is unavailable or unreachable, ESTORA may decline COD for future orders from the same customer, phone number or address.
Size exchanges for COD orders follow the same conditions as prepaid orders.
10. CONTACT US
For size exchanges, replacement requests, or questions about this policy, contact:
Email: hello@estora.shop
Please include your order number so our team can assist you efficiently.
ESTORA — NOT RANDOM GRAPHICS. STORIES YOU CAN WEAR.