RETURNS & EXCHANGES
At Acuarela Brand, we are committed to offering premium-quality products and an exceptional shopping experience. If you wish to return or exchange an item, please review the policy below.
Return Eligibility
Returns and exchanges are accepted within 14 calendar days from the date your order is delivered.
Both the return request and the return shipment must be made within this 14-day period. Packages shipped after this deadline will not be accepted.
To be eligible for a return or exchange, all items must:
- Be unworn, unwashed, and unused.
- Be free from stains, makeup, deodorant marks, odors, moisture, or any other signs of use.
- Have all original tags attached.
- Be returned in their original packaging.
- Swimwear must always be tried on over underwear.
Items that do not meet these requirements will not be accepted.
How to Request a Return
To request a return or exchange, please contact our Customer Care team at:
Once your request has been reviewed and approved, we will provide detailed return instructions based on your shipping destination.
Returns & Exchanges by Region
Spain (Mainland & Balearic Islands) & Portugal
Return fee: €6
Size exchange fee: €6
Returns and exchanges are managed manually by our Customer Care team. Return instructions will be provided once your request has been reviewed and approved.
Rest of Europe
Return fee: €15
Size exchange fee: €15
Returns and exchanges are managed manually by our Customer Care team. Return instructions will be provided once your request has been reviewed and approved.
Rest of the World
We do not provide return labels.
Customers must arrange and pay for the return shipment using the courier of their choice.
We do not offer exchanges for orders shipped outside the European Union. If you require a different size or item, a new order must be placed.
If your order qualified for free shipping on orders over €150, no outbound shipping costs will be deducted from your refund.
If you paid for shipping when placing your order, the original outbound shipping charges are non-refundable.
Any customs duties, import VAT, brokerage fees, customs clearance fees, handling charges, or any other costs incurred by Acuarela Brand to receive the returned parcel will be deducted from the refund or store credit.
Defective or Incorrect Items
If you receive an incorrect or defective item, please contact us within 48 hours of delivery.
Please include:
- Your order number.
- Clear photographs of the issue.
Damage caused by misuse, washing, improper care, or normal wear and tear is not considered a manufacturing defect.
Refunds
Refunds are processed within 7–10 business days after the returned items have been received, inspected, and approved.
Refunds are issued only for approved returned merchandise.
Any applicable return fees, customs duties, import VAT, brokerage fees, customs clearance fees, handling charges, or other costs incurred by Acuarela Brand in connection with the return may be deducted from the refund or store credit.
Refused or Unclaimed Shipments
If an order is refused by the customer, returned due to an incorrect or incomplete address, unsuccessful delivery attempts, or because it was not collected, Acuarela Brand will issue store credit.
Any original shipping charges, return shipping costs, customs duties, taxes, or other associated costs incurred by Acuarela Brand will be deducted from the amount credited.
Rejected Returns
If a returned item does not meet our return conditions, the return will be rejected.
Customers may request the item to be shipped back at their own expense within 14 calendar days of being notified.
If no collection is arranged within this period, Acuarela Brand reserves the right to dispose of the item without further liability.
Customer Service
For returns and exchanges:
For general enquiries: