Refund policy
Returns & Exchanges
We hope you love your GUAJA. pieces. If something doesn't work, here's exactly how it works.
You have 30 calendar days from the shipment confirmation date to register your return or exchange through our returns portal and send the item back.
PLEASE NOTEItems marked Final Sale can only be returned for store credit. All other conditions of this policy still apply.
Your options at a glance
| Within the EU | Outside the EU | |
|---|---|---|
| Refund to original payment method | Yes | Yes |
| Store credit | Yes, +5% bonus | Yes, +5% bonus |
| Exchange | Yes | Not available — return for refund or credit |
| Final Sale items | Store credit only | Store credit only |
Store credit expires in 1 year.
Condition requirements
All garments must be returned unworn and in saleable condition, with tags and original packaging intact.
We cannot accept items showing:
- Signs of wear, washing, alteration or damage
- Make-up, deodorant or lotion marks
- Perfume or other strong odours
- Missing, removed or damaged tags or packaging
Swimwear — the hygiene seal must be intact. If your set arrived with a branded bag, please return it with the garment.
Body Mist — the box seal must be unopened. Every order includes a scent sample so you can try it before opening.
If a return doesn't meet these conditions we may decline it. The item will be returned to you and the shipping cost will be yours.
What is and isn't refunded
| Refunded | |
|---|---|
| Product value | Yes |
| Original shipping | No |
| Duties and import taxes | No |
| Return shipping | No — see rates below |
Duties and import taxes
For orders delivered outside the European Union, duties and import taxes are shown as separate lines at checkout and are paid to the customs authorities of your country at the time of shipping.
These amounts are collected by your government, not by GUAJA., and cannot be recovered once your order has cleared customs. They are therefore non-refundable.
This applies to all destinations outside the EU, including the United Kingdom, Switzerland, Norway, Iceland, the United States, Canada, the United Arab Emirates and Australia.
Return shipping
All returns must use our partner carriers. For destinations outside the EU, DHL Express is the only option — this guarantees correct customs handling and avoids your parcel being held or extra fees being charged to you.
The return shipping cost is deducted from your refund.
| Destination | Cost |
|---|---|
| Portugal | €7 |
| Netherlands | €8 |
| Spain, France | €9 |
| Slovakia | €10 |
| Germany, Belgium, Denmark, Finland, Luxembourg, Hungary | €11 |
| Italy, Austria | €12 |
| Croatia, Estonia, Latvia, Slovenia, Ireland | €13 |
| Poland, Czechia, Greece | €15 |
| Lithuania | €16 |
| Romania | €17 |
| Sweden | €18 |
| Rest of the European Union | €20 |
| Switzerland, United Kingdom | €26 |
| Norway | €28 |
| Albania, Montenegro | €29 |
| United States | €31 |
| Iceland | €32 |
| United Arab Emirates | €35 |
| Australia, Canada | €36 |
| Asia, Middle East, Central Asia, Turkey | €38 |
| Rest of the world | €40 |
Customs clearance on returns from outside the EU
To keep your return moving and your costs down, please include all the documents that came with your order inside the parcel; this is your responsibility. Otherwise, where the carrier charges a clearance or storage fee on a returned order, that cost is deducted from your refund in addition to the return shipping rate above.
Damaged or incorrect items
If you receive a damaged or incorrect piece, we cover everything.
Submit your request through the returns portal, selecting the damaged or incorrect option. We'll send you a prepaid shipping label at no cost to you, and you'll be refunded in full - including original shipping, duties and taxes.
Exchanges
Available for orders delivered within the European Union.
You cover the cost of sending the item back. Once your exchange is approved, we ship the replacement to you free of charge.
Outside the EU, exchanges aren't available because the replacement would be treated as a new import with new duties. Return for a refund or store credit instead — and store credit carries a 5% bonus on orders from outside the EU.
Cancelling an order
Orders can only be cancelled or changed before our packing team has processed them. Once shipped, please use the returns portal.
Paying with Klarna
Please do not select "Report Return" in the Klarna app. We pause and update your invoice automatically as soon as your items reach our studio. Using that option temporarily blocks your refund and slows everything down.
All Klarna purchases are returnable under this policy. We process the return as usual and Klarna adjusts your payment. If you've already made instalments, Klarna refunds those to your card and emails you a confirmation.
Gift cards
If you paid with a gift card and choose a refund to the original payment method, we'll issue a new gift card and send it to you.
General
GUAJA. is not responsible for damage or loss of returned items in transit. Please keep your tracking number.
Where local consumer law grants you rights beyond this policy, those rights apply.
