AZUCENA has a 14-day return policy on approved items with the exception of earrings and custom made pieces, which means you have 14 days after placing your order to request a return. Refund will only be issued as store credit.
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.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you the instructions on how and where to send your package. Shipping fee is the costumer responsibility. Items sent back to us without first requesting a return will not be accepted.
You can always contact AZUCENA for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact AZUCENA immediately if the item is defective, damaged or if you receive the wrong item, so that AZUCENA can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like earrings for health and sanitary reasons or custom products (such as special orders or personalized items). AZUCENA also does not accept returns on items purchased with discounted code or promotional items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Items for exchange also need to be returned within 14 days after the order was placed and they need to be approved as well. Exchange items will be processed as store credit as of the purchase price (excluding shipping price). The fastest way to ensure you get what you want is to return the item you have, and once the return is received and accepted, make a separate purchase for the new item using the issued store credit.
AZUCENA 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 store credit within the next 3-5 days.