Refund policy

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.

Please note: Items marked as "Final Sale" can only be returned for In-Store Credit.

 

CLICK HERE TO START THE RETURN OR EXCHANGE PROCESS

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Customers must register their return/exchange and ship the item back to us within 30 calendar days of the shipment confirmation date through our returns portal.

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RETURNS

Items marked as “Final Sale” may only be returned for store credit.

All garments must be returned in a saleable condition. Returns will not be accepted if items show any of the following:

  • Signs of wear, washing, alterations, or damage
  • Make-up, deodorant, or lotion stains
  • Perfume or other strong odours
  • Missing, removed, or damaged tags and packaging

The cost of returning the item, as well as any expenses associated with sending the order back to our warehouse in Portugal, will be borne by the customer. Shipping charges from the original order are non-refundable, as they were applied to the initial dispatch of your purchase.

For returns outside the European Union, DHL Express is the only available shipping option. This ensures correct customs handling and avoids unexpected fees to you or delays, providing a faster and smoother return experience.

Refunds will be issued to your original method of payment or, if you prefer, as store credit with an additional 7% added to your balance. 

If a return does not meet the conditions outlined above, we reserve the right to decline it. In such cases, the item will be sent back to you, and you will be responsible for the associated shipping costs.

 

Special instructions 

Swimwear
Swimwear returns will only be accepted if the hygiene protection remains intact. Please do not remove it unless you are certain to keep the item. If your bikini set was delivered with a branded bag, it must be returned together with the garment.

Body Mist
Body Mist returns will only be accepted if the box seal remains unopened. Each order already includes a sample of the scent, allowing you to experience it upon delivery. If the fragrance does not meet your expectations, please refrain from opening the seal and request a return through our portal.

 

GUAJA. reserves 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.

 

 

EXCHANGES

Exchanges are only available for orders delivered within the European Union. Orders placed outside the EU are not eligible for exchanges; however, customers may still return items for a refund under the conditions described above.

The cost of sending the item you wish to exchange back to our warehouse in Portugal will be borne by the customer. Once the exchange has been approved, the replacement garment will be shipped from our warehouse to your address at no additional cost.

 

All garments must be returned in pristine, saleable condition. Exchanges will not be accepted if items show any of the following:

  • Signs of wear, washing, alterations, or damage
  • Make-up, deodorant, or lotion stains
  • Perfume or other strong odours
  • Missing, removed, or damaged tags and packaging



EXTRA-COMMUNITY COUNTRIES

 

For orders returned from outside the European Union, please note:

Any fees or costs related to the return must be borne by the customer and will therefore be deducted from the refund amount. It is essential to attach all documents provided with your order to ensure the shipment is not held at customs. Please contact us in advance for instructions on how to correctly declare the items to avoid additional charges before submitting your return.

 

I RECEIVED A WRONG OR DAMAGED PIECE

We aspire to exceptional quality and hope you never receive a damaged or incorrect piece. If this occurs, we will resolve the situation as quickly as possible, and all costs associated with shipping the item will be borne by us.

Please submit your request through our returns portal by selecting the appropriate option to proceed with the return or exchange. After submission, you will receive a return shipping label provided by GUAJA. at no cost.

 

HOW CAN I CANCEL MY ORDER?

Orders may only be cancelled or modified before they have been processed by our packing team and shipped from our facility.

If you no longer wish to keep your item, you may return it after delivery through our returns portal, in accordance with our return policy outlined above.


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.

 

GENERAL CONDITIONS


GUAJA. is not responsible for any damage or loss of returned items during transit. Customers are responsible for all shipping costs related to exchanges or returns, as well as any import duties and taxes for orders placed outside the European Union.