Refund policy
At Estella, every order is carefully embroidered especially for you. Because many of our products are personalized or made to order, our return policy differs from that of standard retail products.
Personalized & Custom Products
All personalized or custom embroidered products are made specifically to your order.
For this reason, we do not accept returns, exchanges, or cancellations for products that have been customized with names, initials, dates, custom text, or other personalized embroidery, unless:
- the item arrives damaged,
- the embroidery contains an error made by Estella,
- you receive the wrong product,
- or the item has a manufacturing defect.
Please carefully review your customization details before placing your order, as we embroider exactly what you submit.
Standard (Non-Personalized) Products
If you purchase a non-personalized item from Estella, you may request a return within 14 days of receiving your order.
To be eligible for a return, the item must be:
- unworn and unused;
- unwashed;
- in its original condition;
- with all original tags attached;
- returned in its original packaging where reasonably possible;
- accompanied by proof of purchase.
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Damaged, Defective or Incorrect Orders
Please inspect your order as soon as it arrives.
If your order is:
- damaged during shipping,
- defective,
- incorrectly embroidered,
- or you received the wrong item,
please contact us within 7 days of delivery at:
Please include:
- your order number;
- a description of the issue;
- clear photographs of the product.
We will review your request and, where appropriate, offer one of the following:
- replacement;
- repair;
- partial refund;
- full refund.
Exchanges
As every embroidered item is produced individually, we generally do not offer direct exchanges.
If there is an issue with your order, please contact us and we will work with you to find the best solution.
Order Cancellations
Because production begins shortly after an order is placed, cancellation requests can only be accepted if production has not yet started.
Once embroidery has begun, the order cannot be cancelled.
European Union Consumer Rights
For customers within the European Union, consumer rights apply in accordance with applicable law.
Please note that the statutory right of withdrawal does not generally apply to goods made to the consumer's specifications or clearly personalized, including custom embroidered products.
Refunds
If a refund is approved, it will be processed to your original payment method within 10 business days after we have received and inspected the returned item, where applicable.
Please note that your bank or payment provider may require additional processing time before the funds appear in your account.
Contact Us
If you have any questions regarding your order or this policy, please contact us at: