Refund policy

Last updated: October 7, 2026

We want you to be pleased with your INÉS D’ALBA purchase. You may request a return within 3 calendar days after delivery by contacting us at hello@inesdalba.com.

Return eligibility

To be eligible for a return, the item must be unused, not displayed, unaltered, and in the same condition in which it was received, with all original protective packaging. Proof of purchase is required.

Items showing signs of use, display, weather exposure, alteration, improper handling, or customer-caused damage are not eligible for a change-of-mind return.

To begin a return, email us with your order number and reason for the request. If your return is accepted, we will provide return instructions and the applicable refund details.

Once a return is authorized, the package must be handed to the return carrier within 7 calendar days of authorization. Items sent without prior authorization may not be accepted.

Return address and shipping costs

Approved returns must be sent to the return address provided in your return authorization instructions.

For an approved return due to a change of mind, the customer is responsible for the cost of return shipping.

Although standard outbound shipping is offered on a complimentary basis at checkout, the actual outbound shipping and handling costs incurred by INÉS D’ALBA to fulfill and ship the original order will be deducted from the refund. The amount of this deduction will be disclosed as part of the return authorization before the item is shipped back.

Return shipping costs paid by the customer are not reimbursable for change-of-mind returns.

Because our pieces are unique and require protective packaging, we strongly recommend using a trackable and adequately insured shipping service and carefully repacking the item using its original protective materials.

Damaged, defective, or incorrect items

Please inspect your order promptly upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at hello@inesdalba.com.

Please include:

Your order number
Clear photographs of the item
Photographs of the outer shipping carton
Photographs of the interior packaging and protective materials
Any other information reasonably requested to evaluate the issue

Please retain the item, shipping carton, and all original packaging materials until the matter has been fully resolved. Additional documentation or inspection may be required.

After review, we will work with you toward an appropriate resolution. Because INÉS D’ALBA pieces are one of one, an identical replacement may not be available.

If an item is confirmed to have arrived damaged or defective, or if an incorrect item was sent, INÉS D’ALBA will cover reasonable return shipping costs when a return is required. The outbound shipping and handling deduction described above does not apply in these circumstances.

When a full refund is the appropriate resolution, the refund will be issued to the original payment method.

Exceptions and non-returnable items

Items specifically identified as Final Sale are not eligible for change-of-mind returns.

We cannot accept change-of-mind returns for items that have been used, displayed, altered, exposed to weather or unsuitable conditions, improperly handled, or damaged after delivery.

These restrictions do not limit any rights that cannot legally be excluded under applicable law.

Cancellations and exchanges

If you need to cancel an order, please contact us as soon as possible.

An order may be cancelled for a full refund if the cancellation request is received before the package has been transferred to the shipping carrier.

Once the package has been transferred to the carrier, the order can no longer be cancelled.

If you change your mind after the order has shipped, you may request a return within 3 calendar days of delivery, subject to the eligibility requirements in this policy. Approved change-of-mind returns are subject to the outbound shipping and handling deduction described in this policy, and the customer is responsible for return shipping.

We do not offer direct exchanges. After an approved return has been completed, you may place a separate order for another available piece.

Refunds

We will notify you after we receive and inspect an approved return.

If the return is approved, the refund will be issued to the original payment method within 10 business days.

For approved change-of-mind returns, the refund will reflect the deduction of the actual outbound shipping and handling costs incurred by INÉS D’ALBA. The customer’s return shipping costs are separate and are not reimbursed.

For items confirmed to have arrived damaged or defective, or for incorrect items sent by INÉS D’ALBA, the change-of-mind shipping deductions do not apply.

Your bank or card issuer may require additional time to post the refund after it has been issued. If more than 15 business days have passed since your refund was approved, contact us at hello@inesdalba.com.