Refund policy
RETURN, EXCHANGE & REFUND POLICY
Your satisfaction is important to us. Please review this policy carefully before placing your order.
U.S. RETURNS
For customers located in the United States, we accept eligible returns for store credit only. We do not issue cash refunds unless required by law or unless the item is defective, damaged in transit, incorrectly shipped, or otherwise required to be refunded under applicable law.
To be eligible for a return for store credit, the item must be returned within 14 days from the date the order was delivered.
Returned merchandise must be new, unworn, unwashed, unaltered, free of stains, odors, makeup, deodorant marks, pet hair, or any signs of wear, and must have all original tags attached. Items that do not meet these conditions may be rejected and returned to the customer.
STORE CREDIT
Approved U.S. returns will be issued as online store credit to the email address used at checkout. Store credits are not redeemable for cash, except where required by law. Store credits issued for returned merchandise do not expire and do not carry any post-sale fees.
RETURN SHIPPING
Customers are responsible for return shipping costs unless the item received was defective, damaged in transit, or incorrectly shipped. We recommend using a trackable shipping service. We are not responsible for returned packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.
DEFECTIVE, DAMAGED, OR WRONG ITEMS
If you receive an item that is defective, damaged in transit, or incorrect, please contact us within 48 hours of delivery at [INSERT EMAIL] with your order number, photos of the item, photos of the packaging, and a description of the issue.
This 48-hour notice requirement helps us resolve shipping or fulfillment issues quickly, but it does not limit any rights you may have under applicable consumer protection laws.
We inspect merchandise before shipment, including zippers, buttons, seams, and general condition. We are not responsible for damage caused by misuse, forced zippers, improper handling, trying on an item with excessive force, washing, alterations, or normal wear and tear.
EXCHANGES
We do not guarantee exchanges because inventory changes quickly. If you need a different size, color, or style, please return the eligible item for store credit and place a new order.
FINAL SALE ITEMS — U.S. CUSTOMERS
Sale items, discounted items, promotional items, special orders, custom items, and items marked “Final Sale” are not eligible for return, exchange, or store credit, except where required by law or if the item is defective, damaged in transit, or incorrectly shipped.
HYGIENE ITEMS
Swimwear, bodysuits, intimate apparel, undergarments, hosiery, jewelry, accessories, and similar hygiene-sensitive items are final sale and cannot be returned or exchanged unless defective, damaged in transit, or incorrectly shipped.
For any swimwear or intimate apparel that is accepted as a return by exception, all original tags, hygienic liners, protective seals, and packaging must be intact and undisturbed.
EU / EEA / UK CUSTOMERS
If you are a consumer located in the European Union, European Economic Area, or the United Kingdom, you may have additional rights under applicable consumer laws.
For eligible online purchases, EU/EEA/UK consumers may have the right to withdraw from the purchase within 14 days from the date the goods are delivered, without giving a reason.
To exercise this right, you must notify us within 14 days of delivery at [INSERT EMAIL] with your order number and a clear statement that you wish to withdraw from the purchase. After notifying us, you must return the goods within 14 days.
For EU/EEA/UK withdrawal returns, we will refund eligible payments to the original payment method, including standard outbound delivery charges, where required by law. We may withhold the refund until we receive the returned goods or until you provide proof that the goods have been shipped back, whichever occurs first.
Customers are responsible for return shipping costs unless we failed to disclose this before purchase or unless the item is defective, damaged, or incorrectly shipped.
EU/EEA/UK customers may inspect items as they would in a physical store, but items must not be worn, washed, altered, damaged, or used beyond what is necessary to inspect size, fit, and condition. We reserve the right to deduct for diminished value where permitted by law.
The EU/EEA/UK right of withdrawal does not apply to goods made to your specifications, clearly personalized goods, or sealed goods that are not suitable for return due to health or hygiene reasons once unsealed after delivery.
Nothing in this policy limits any mandatory legal rights EU/EEA/UK consumers may have regarding faulty, defective, or misdescribed goods.
HOW TO START A RETURN
To request a return, email us at:
[INSERT CUSTOMER SERVICE EMAIL]
Please include:
- Full name
- Order number
- Email used at checkout
- Item(s) you wish to return
- Reason for return
- Photos, if the item is defective, damaged, or incorrect
Returns sent without sufficient order information may be delayed or rejected.
RETURN ADDRESS
Essence Boutique
78 Miracle Mile
Coral Gables, Florida 33134
United States
Please do not send returns without first contacting us. Unauthorized returns may be delayed, rejected, or returned to sender.
PROCESSING TIME
Once your return is received, we will inspect the item. If approved, U.S. customers will receive online store credit within 5 business days after the return is inspected. EU/EEA/UK refunds, where legally required, will be processed in accordance with applicable law.
SHIPPING DELAYS AND UNFULFILLED ORDERS
We make reasonable efforts to ship orders within the timeframe stated at checkout or in our shipping policy. If we are unable to ship within the promised timeframe, or if no timeframe was stated and we are unable to ship within the legally required period, we may contact you to request your consent to the delay or cancel and refund the unshipped order, as required by applicable law.
POLICY ABUSE
We reserve the right to refuse returns or exchanges from customers who abuse the return policy, engage in excessive returns, return used or damaged merchandise, or submit fraudulent claims.
CONTACT
For questions about returns, exchanges, or defective items, contact us at:
[INSERT EMAIL]
[INSERT PHONE, OPTIONAL]