Refund policy
We have a 30-day return policy for quality issues and damage products upon arrival, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, and photographic evidence of the damage packaging and/or damage product.
To start a return, you can contact us at customerservice@shopbruixes.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at customerservice@shopbruixes.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item or wrong quantity, so that we can evaluate the issue and make it right.
Small changes in the printing and color are considered a normal side effect of the production process and would not be considered a reason to grant a return or refund.
If you have any doubts, please contact us at customerservice@shopbruixes.com.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Late and/or unclaimed items
We are a small business and most of our production is produced on demand. Please allow for 5 days of production and up to 12 days for shipping (shipping times greatly vary on the area of the recipient and it's out of our control). We are not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control. Once we transfer products to the carrier, title and risk of loss passes to you.
Make sure all the shipping information is accurate before placing your purchase. Changes of the information would be allowed only within the first 24h after placing the order. Contact customerservice@shopbruixes.com with your order number and the correct shipping information.
If the carrier determines that the information provided by the customer is insufficient, the shipment will be returned to the fulfillment center or the location designated by the carrier. If you want to submit a new order with an updated address, you must pay the cost of the new order.
On some cases, if you receive a call from the carrier or the local post office, please go to the designated location as soon as possible to pick up the order. If there is evidence that the carrier or local post office dialed the recipient’s phone and the recipient did not answer, resulting in the order being returned or lost, you will be responsible for the cost of the new order.
The recipient has chosen to refuse delivery
If you as a costumer reject the order while it is in transit, the order will be returned to the fulfillment center and securely processed. If you want to submit a new order with an updated address, you must pay the cost of the new order.
Unclaimed order
If you as a costumer are unable to receive your order at the specified address, it can be picked up at your nearest post office or carrier pickup location. Shipments that are unclaimed may be returned to the fulfillment center and there will be no refund.
We will not resend the order if customs requires the recipient to cooperate with customs clearance and other related work, and requires customs clearance within a certain period of time, and you or your recipient does not respond and the order is destroyed by the customs or returned to the fulfillment center. We will not resend the order.
Exchanges
Our products are produced by order, so exchanges for other reasons that defective or damage product would not be possible. All our products have a size chart and are available on a wide range of sizes. Please make sure you are selecting the right size before finalizing your purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your refund, please contact us at customerservice@shopbruixes.com.