Refund policy

Overview

All of our products are made to order through our trusted manufacturing and print partners. Because each item is custom printed specifically for you, we are unable to accept returns or exchanges for reasons such as:

Ordering the wrong size
Selecting the wrong colour or design
Change of mind/no longer wanting the item

Please review sizing charts and product details carefully before placing your order.

To make a return request, please email contact@estellavt.store with your order number and pictures of the products received showing the damage or fault. Once received we will be in touch with return instructions.

You will be responsible for paying your own shipping costs for returning your item(s).

Damaged, Faulty, or Incorrect Items

If your item arrives:

Damaged
Defective
Misprinted
Incorrect (wrong item, size, or design from what you ordered)

Please contact us within 7 days of delivery. Requests made after this time may be rejected.

To help us resolve the issue quickly, please include:

Your order number, name and delivery address
A clear description of the issue
Clear photos of the item showing the problem (including packaging if damaged)

How requests are handled

Estella does not manufacture or hold inventory. All claims are reviewed and handled in coordination with our manufacturing or print provider.

Once we receive your claim:

We will review the details and photos.
We will contact the manufacturer or print provider on your behalf.
The final decision regarding replacement, refund, or return approval is determined by the manufacturer according to their policy. They may ask for the item to be returned to them, in which case you will be liable for the return postage cost and will be provided with a return address.

If the claim is approved, we will arrange for a replacement item, or refund (if available depending on the supplier’s resolution policy)

Please note that we cannot guarantee approval of claims that do not meet our supplier’s criteria.

Return Shipping (If Applicable)

If a return is required and approved by the manufacturer:

You will be provided with return instructions directly to the supplier.
Return shipping costs may be the responsibility of the customer unless the item is confirmed defective or incorrect.

Returns sent without prior approval may not be accepted.

If covering return costs yourself, we advice using a tracked service as we are not liable if the return is lost in transit or if the return has been sent to the incorrect address.

Refunds on returned items

Once your request has been accepted and/or your return has been received by the manufacturer and inspected, you will be given the option for a replacement or a refund to your original payment method. Please allow up to 14 working days from the return date for the manufacturer to receive the return and a further 10 working days for the refund to appear once it has been processed.

Please note that refunds on returned items may not extend to shipping fee costs. If we shipped an item you purchased, but the parcel was sent back due to customer error, the shipping fees are non-refundable.

Return / Refund Exemptions

If your order has arrived damaged or faulty, you must get in touch within 7 days to make us aware and open a return request. Any requests made outside of this time may be rejected.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Any item that is requested for a return, or returned, more than 30 days after delivery may also not be eligible for a refund, unless stated otherwise.

Order Cancellations

Because all items are custom printed shortly after an order is placed, cancellations or changes are only possible within a very short window. Please contact us immediately if you need to request a change. Once production has begun, orders cannot be modified or cancelled.