Refund policy

Returns, cancellations and refunds

This page explains how to request a return, cancellation, or refund for your order.

I have a 14-day return policy, which means you have 14 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, unused, with any original tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return or cancellation request, please use the Returns and cancellations page.

You can also contact me at lea@acualea.com if you need help with your return request.

If your return is accepted, I’ll send you instructions on how and where to send your package. Items sent back to me without first requesting a return will not be accepted.

Return shipping costs

The customer is responsible for return shipping costs, unless the item arrives damaged, faulty, or incorrect.

It is the customer’s responsibility to choose a safe shipping method with adequate coverage for loss or damage in transit. I recommend using a tracked shipping service, as I cannot issue a refund for items that are not received back.

Damages and issues

Please inspect your order as soon as it arrives and contact me immediately at lea@acualea.com if the item is defective, damaged, or if you receive the wrong item, so I can evaluate the issue and make it right.

Please keep the original packaging and take clear photos of the damaged item and packaging, as these may be needed for the shipping claim.

Cancellations

You can request a cancellation before your order has been prepared or fulfilled.

Once an order has been prepared, fulfilled, or shipped, it can no longer be cancelled. If eligible, you may request a return after delivery.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as custom products, personalised pieces, special orders, and items made according to your specific instructions.

For hygiene reasons, earrings cannot be returned or exchanged once they have been worn or removed from their sealed packaging.

Gift cards cannot be returned.

Please get in touch at lea@acualea.com if you have questions or concerns about your specific item.

Important note about made-to-order items

Some AcuaLea Designs pieces are made to order, which means they are created after purchase. Standard made-to-order items are still eligible for return under this policy, unless they have been personalised or made according to your specific instructions.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

European Union 14-day cooling-off period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

This 14-day period starts from the day you, or someone appointed by you, receives the last item in your order.

As above, your item must be in the same condition that you received it: unworn, unused, with any original tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

The customer is responsible for the direct cost of returning the item, unless the item arrives damaged, faulty, or incorrect.

The right of withdrawal does not apply to custom products, personalised pieces, special orders, or items made according to your specific instructions.

Refunds

I will notify you once I’ve received and inspected your return, and let you know if the refund has been approved.

If approved, you’ll be automatically refunded to your original payment method.

Refunds are usually processed within 10 business days after approval. Please remember it can take some time for your bank or credit card company to process and post the refund.

For EU withdrawal returns, the refund will be issued within the legally required period. I may wait to issue the refund until I have received the returned item or until you have provided proof that the item has been sent back.

If more than 15 business days have passed since I approved your return, please contact me at lea@acualea.com.