Refund policy
We do not accept returns for change of mind as items are custom ordered. We only offer returns for faulty or damaged items within proven circumstances.
To start a return, you can contact us at quandales.emporium@gmail.com. Please note that returns will need to be sent to the given address upon request of return.
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 quandales.emporium@gmail.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, so that we can evaluate the issue and make it right.
Shipping Errors and Delivery Issues
Once your order has been handed over to the shipping carrier, we are no longer responsible for delays, delivery errors, lost packages, or incorrect deliveries caused by the shipping company. Any mistakes related to delivery addresses, tracking information, or package handling are the responsibility of the shipping carrier.
We recommend contacting the carrier directly with your tracking number if you encounter any issues with delivery.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, 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.
Please note that returns under this policy do not apply once the item has been opened or removed from its original packaging.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please note that refunds are issued for the value of the returned items only. Shipping costs are not refundable, as they are paid directly to third-party carriers and are not part of the item value.
Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at quandales.emporium@gmail.com.
