At Espatika Fashion, we carefully inspect every product before dispatch and aim to provide accurate product photographs, descriptions and sizing information. We hope you love your purchase, but we understand that there may be occasions when you need to request a return or exchange.
Nothing in this policy affects your statutory consumer rights.
Returns
You must notify us that you wish to return an eligible item within 14 days of receiving your order.
Once you have notified us, the item must be returned within the following 14 days.
To be eligible for a return, the item must be:
- Unworn, unused and unwashed
- In its original condition
- Returned with all original tags and labels attached
- Returned in its original packaging
- Free from makeup, perfume, deodorant, marks, stains, pet hair or other signs of wear
- Accompanied by the order number or proof of purchase
Customers may inspect an item in the same way they reasonably would in a physical shop. However, if an item has been handled beyond what is reasonably necessary and its value has been reduced, an appropriate deduction may be made from the refund.
Please do not return an item without first requesting a return. The correct return instructions and return address will be shared after your request has been reviewed.
How to Request a Return
To request a return, contact Espatika Fashion using the contact method available through our website or provided with your order.
Please include:
- Your full name
- Your order number
- The name of the item
- The reason for the return
- Clear photographs where applicable
- A continuous unpacking video for claims involving damage, defects, incorrect items or missing items, where available
Once your request has been reviewed, we will provide the appropriate return instructions and return address.
Please do not send an item to the sender’s address printed on the parcel unless we specifically instruct you to do so.
Unpacking Video
Customers are strongly advised to record a clear, continuous video while opening their parcel.
The video should clearly show:
- The unopened parcel
- The shipping label
- All sides of the outer packaging
- Any visible damage to the packaging
- The parcel being opened without pauses, edits or cuts
- All items and packaging contained inside the parcel
- Any damage, defect, incorrect item or missing item
The unpacking video helps us verify the condition in which the parcel was received and investigate the matter with the supplier or courier.
Where an unpacking video is unavailable, we may request photographs or other supporting evidence and will assess the claim individually.
The absence of a video does not remove any statutory rights relating to faulty, damaged, incorrect or misdescribed goods.
Exchanges
Where possible, we are happy to offer an exchange for another size or an alternative product.
Exchanges are subject to:
- Product availability
- The returned item meeting the eligibility conditions in this policy
- Any difference in product price being paid before the replacement is processed
If the requested replacement is unavailable, we may offer another product, store credit or a refund where applicable.
Non-Returnable Items
The following items cannot normally be returned or exchanged because of a change of mind:
- Bespoke products
- Customised products
- Personalised products
- Made-to-measure garments
- Products altered according to the customer’s measurements or instructions
- Items that have been worn, washed, damaged or altered after receipt
- Items with removed tags or labels
- Items returned with makeup, perfume, deodorant, stains or other signs of use
- Gift cards
- Hygiene-sensitive items where a protective seal has been removed
These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or materially different from its description.
Customised and Made-to-Order Products
Customised, personalised, altered and made-to-measure products are created specifically according to the customer’s selected measurements, size, colour, design or other requirements.
These products cannot normally be cancelled, returned or exchanged because of a change of mind once production or alteration has started.
Customers are responsible for providing accurate measurements and customisation information.
This does not affect your rights where the item is faulty, damaged, incorrectly supplied or does not match the agreed specifications.
Faulty, Damaged, Incorrect or Missing Items
Please inspect your order as soon as it arrives.
Contact us promptly if:
- The item arrived damaged
- The item has a manufacturing defect
- You received the wrong product, colour or size
- An item is missing from your order
- The product is materially different from its description
Please provide your order number, clear photographs and, where available, a continuous unpacking video showing the parcel being opened.
Do not wear, wash, alter or attempt to repair the item while the claim is being reviewed.
Once the issue has been assessed, we will provide an appropriate resolution, which may include a replacement, repair, refund or another remedy in accordance with your statutory rights.
Product Colours and Handcrafted Details
We make every reasonable effort to display product colours and details accurately.
However, colours may appear slightly different depending on:
- Screen settings
- Device brightness
- Photography lighting
- Indoor or outdoor lighting
- Fabric texture and reflective finishes
Many of our products contain handcrafted embroidery, embellishments, prints or decorative work. Minor variations may occur and are part of the individual nature of handcrafted garments.
A minor variation that does not materially change the product may not be considered a defect. This does not affect your rights if the item is materially different from the description or photographs provided.
Sizing
Customers are responsible for checking the product measurements and size information before placing an order.
Sizing may vary between designers, manufacturers and garment styles. A size label may therefore fit differently from another product carrying the same size label.
Where measurements are provided, we recommend comparing them with a similar garment that fits you comfortably.
An item will not normally be considered faulty solely because the selected size does not fit, provided the product matches the measurements and sizing information shown at the time of purchase.
Refunds
Once your returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Refunds will normally be processed within 14 days of receiving the returned item or receiving valid evidence that the item has been returned, where applicable.
Your bank, card provider, PayPal, Klarna or other payment provider may require additional time to display the refund in your account.
We are not responsible for processing delays caused by your bank or payment provider after the refund has been issued.
Partial Refunds or Deductions
We may make an appropriate deduction from a refund where the value of an item has been reduced because it has been:
- Worn or used
- Washed
- Altered
- Damaged after receipt
- Returned without tags
- Marked with makeup, perfume, deodorant, stains or other signs of wear
- Handled beyond what was reasonably necessary to inspect it
Each return will be assessed individually.
Sale and Promotional Items
Sale items and products purchased using a promotional code may be returned if they meet the eligibility requirements in this policy.
The amount refunded will be the amount actually paid for the product after any discount was applied.
Sale prices, promotional offers and discount codes do not affect your statutory rights.
International Returns
International customers must contact us before returning an item.
Return requirements and consumer rights may vary depending on the customer’s country.
Nothing in this policy limits any consumer rights that cannot legally be excluded.
Refused or Uncollected Orders
Orders that are refused, remain uncollected or are returned because an incorrect or incomplete address was supplied will be reviewed individually.
Customers are responsible for ensuring that the name, address, postcode, telephone number and other order information provided at checkout are complete and accurate.
Order Cancellations
Contact us as soon as possible if you wish to cancel an order.
An order can usually be cancelled if it has not yet been dispatched or entered production.
Customised, personalised, altered or made-to-order products may not be cancellable once production or alteration has started.
If an order has already been dispatched, it must normally be returned in accordance with this policy.
Return Address
The return address and complete return instructions will be provided after your return request has been reviewed.
Please do not return an item to the sender’s address printed on the packaging unless Espatika Fashion has specifically confirmed that address for your return.
Need Help?
For questions relating to returns, exchanges, faulty items or refunds, contact Espatika Fashion using the contact option available through our website.
Please include your full name and order number so that we can assist you efficiently.
This policy does not affect your statutory consumer rights.