RETURNS & EXCHANGES
At Acuarela Brand, we value responsible purchasing decisions and pieces designed to provide comfort, confidence, and durability. If you need to return or exchange an item, you may do so within 14 calendar days from the delivery date.
Conditions for returns
To maintain the highest standards of hygiene and quality, all items must:
- Be in perfect condition, unworn and unwashed.
- Be completely free of stains, marks, deodorant residue, makeup, odors, moisture, or any sign of use.
- Have all original tags correctly attached.
- Be returned inside the original packaging, with the corresponding hang tag.
- Swimwear must always be tried on over underwear.
Even the slightest sign of wear, staining, odor, or alteration will result in the rejection of the return or exchange. Acuarela Brand reserves the right to refuse any request that does not meet these conditions.
How to request a return or exchange
All returns and exchanges must be requested by contacting our team at returns@acuarelabrand.com. Once your request is received, you will receive specific instructions according to your shipping country.
Return deadline
Returns and exchanges must be requested and physically shipped within 14 calendar days of delivery.
Requests made outside this timeframe will not be accepted. Do not send any package after the deadline, as it will not be processed or refunded.
Returns and exchanges by region
Spain (Mainland & Balearic Islands)
Fees: Returns €5 · Size exchanges €5
Return method: Managed manually by our team. Instructions will be sent by email once the request is approved.
Refund options: Original payment method (once the item is received and approved) or store credit.
Exchanges: Shipping of the replacement item is free; you only pay €5 for the return cost.
Portugal
Fees: Returns €5
Return method: Managed manually by our team. Instructions will be sent by email once the request is approved.
Refund options: Original payment method (once the item is received and approved) or store credit.
Exchanges: Shipping of the replacement item is free; you only pay €5 for the return cost.
Rest of Europe
Fees: Returns €15
Return method: Managed manually by our team. Instructions will be sent by email after the request is submitted.
Refund options: Original payment method (once the item is received and approved) or store credit.
Exchanges: Shipping of the replacement item is free; you only pay €15 for the return cost.
Rest of the world
Return method: We do not provide return labels for these countries. Customers must ship returns independently using a courier of their choice. All return shipping costs are the responsibility of the customer.
Refund options: Original payment method or store credit, once the item is received and approved.
Important: Exchanges are not available for these countries. If you require a different size or item, a new order must be placed.
Defective or incorrect items
If you receive a defective or incorrect item, please contact us within 48 hours of delivery at returns@acuarelabrand.com, including your order number and clear photos of the issue.
Items damaged due to improper use, washing, or handling are not considered manufacturing defects.
Refunds
Refunds to the original payment method are processed within 7 to 10 business days after the return is received and approved. Store credit is issued once the returned package is received.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us.
Additional conditions
If an order is refused or returned for reasons beyond Acuarela Brand’s control (incorrect address, unclaimed package, failed delivery attempts, etc.), a store credit will be issued and the associated shipping costs will be deducted.
Customer service
For any questions related to returns or exchanges, please contact: returns@acuarelabrand.com.
For general inquiries, you may also reach us via WhatsApp: +34 617 05 48 39