Refund policy

PLEASE NOTE: ITEMS MARKED AS "FINAL SALE" CAN ONLY BE RETURNED IN-STORE CREDIT

 

We hope you enjoyed your purchase at GUAJA. But we understand that sometimes some designs don't work for us. We are happy to exchange, return or give you store credit (excluding shipping costs) for any part.

CLICK HERE TO START THE RETURN OR EXCHANGE PROCESS

EXCHANGES

  • Free Exchange. We offer the shipping costs of the new garment, from our address back to yours.
  • The customers have 20 days, from the day your order is shipped (you will receive an email with the tracking number), to ask for an exchange on our portal and send the items back to us.
  • Garments must be in a saleable condition, i.e. clean, tags attached, in original condition. Any garments that have been worn, damaged, altered or washed will not be accepted.
  • The return shipping costs and any other costs associated with the same when sending the order to our address in Portugal are the responsibility of the customer.

RETURNS

  • Items marked as "Final Sale", can only be retuned in-store credit
  • The customers have 20 days, from the day your order is shipped (you will receive an email with the tracking number), to ask for a return on our portal and send the items back to us.
  • Garments must be in a saleable condition, i.e. clean, tags attached, in original condition. Any garments that have been worn, damaged, altered or washed will not be accepted.
  • The return shipping costs and any other costs associated with the same when sending the order to our address in Portugal are the responsibility of the customer.
  • Refunds are made to the payment method with which the purchase was made or store credit if you desire. Please note that shipping costs are non-refundable, as these funds were utilized to cover the shipment of your order.
  • If your return is declined due to failure to meet the required conditions (including no signs of use, smell, stains, and intact tags), the customer is responsible for the shipping costs associated with returning the item.

Special Instructions for Swimwear:

- We will not accept swimwear pieces without hygiene protection, so do not remove them unless you are certain to keep the product.

- Please, make sure that the bag that came with the bikini set is returned along with it, if you received it.

 

Special Instruction for Body Mist:

- We will not accept returns of the body mist with the box seal opened. The package of the order already contains the same scent as the body mist, allowing you to experience it upon delivery. If you’re not pleased with it, do not open the box seal and you can ask for a refund.

GUAJA. has the right to reject any item that does not meet the above-mentioned requirements. Items that do not meet our return policy will be sent back at the customer's expense.

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EXTRA-COMMUNITY COUNTRIES

For orders that are returned from countries outside the EU, please note:

Any fee/cost related to the return must be borne by the customer and will therefore be deducted from the amount to be refunded. Please advise how to properly declare the item(s) in order to avoid extra charges before submitting your return.


HOW CAN I CANCEL MY ORDER?

It is only possible to cancel your order if it has not yet been shipped.
Contact us at the following email: customersupport@guajastudio.com
You will receive a full refund for your order, including shipping costs.


I RECEIVED A WRONG OR DAMAGED PART


We aspire to exceptional quality and hope you never receive a damaged part. If this happens, we will do our best to resolve the situation as quickly as possible and all costs associated with shipping the item will be borne by us.


Click here and choose the appropriate option to proceed with the return or exchange of the garment.


CAN I RETURN A PURCHASE MADE THROUGH KLARNA?


All purchases made through Klarna are returnable in accordance with our return policy. GUAJA. will process the return in the usual way and Klarna will adjust your payment. If you have already made any of the 3 payments, Klarna will refund that amount to the card you made the payment with. You will receive an email from Klarna once the return has been made.


GUAJA. is not responsible for any damage or loss of returned items during transit. When making a purchase at GUAJA., you are responsible for the shipping costs, import costs (if you buy from a country outside the EU) and the shipping cost of your exchange or return.