Refund & Return Policy

Policy Highlights

Return Window

You may request a return within 30 days of delivery. Return requests must be initiated within this period.

Once your request has been reviewed and approved, follow the return instructions provided by our customer support team.

Eligibility Criteria

To qualify for a return, items must generally meet the following conditions:

• The item must be new, unused, and unwashed.
• The item must be returned in its original packaging where applicable.
• Original tags and labels must remain attached.
• The item must be free from stains, odors, alteration, damage, or signs of wear.
• Accessories and other included components must be returned with the item.

Items that do not meet the applicable return conditions may be refused or may not qualify for a full refund.

How to Start a Return

Please contact SUBSTYEL customer support before sending any item back. Do not send a return without first receiving return instructions.

Return Shipping

Change-of-Mind or Non-Defective Returns

Customers are responsible for return shipping costs for eligible change-of-mind, size, color, preference, or other non-defective returns.

Return shipping charges for non-defective returns are not refundable unless otherwise required by applicable law.

Damaged, Defective, or Incorrect Items

If you receive an approved damaged, defective, or incorrect item, SUBSTYEL may provide a prepaid return label where available or reimburse reasonable return shipping costs after review.

Please contact us before returning a damaged, defective, or incorrect item so we can review the issue and provide the appropriate instructions.

Refund Processing

Once a returned item is received and inspected, approved refunds will normally be issued to the original payment method within 7 business days.

Your bank, card issuer, PayPal, or other payment provider may require an additional 2–5 business days to display the refund in your account.

Exchanges

Exchanges may be available when replacement stock is available. If you would like a different size, color, or eligible replacement item, please contact our support team within 30 days of delivery.

Exchange availability is not guaranteed. If the requested replacement is unavailable, we may offer another available resolution, including a refund where eligible.

Customers may be responsible for return shipping costs for non-defective exchange requests.

Non-Returnable Items

Certain items may not be eligible for return for hygiene, safety, customization, or sale-condition reasons.

• Final-sale or clearly marked non-returnable items.
• Gift cards.
• Intimates or swimwear after a hygiene seal has been removed.
• Used, washed, worn, altered, stained, damaged, or incomplete items.
• Items returned without required tags, packaging, or included accessories.

Any product-specific return restriction will be disclosed where applicable.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or contains the wrong item, contact us as soon as possible at [email protected].

Please include your order number and clear photographs showing the issue. Additional information may be requested where necessary to review the claim.

After review, an eligible resolution may include a replacement, exchange, refund, prepaid return label, or reimbursement of reasonable return shipping costs, depending on the circumstances and product availability.

International Returns

SUBSTYEL accepts eligible returns from the countries we currently serve within 30 days of delivery.

For ordinary non-defective international returns, customers are responsible for return shipping costs.

For approved damaged, defective, or incorrect items, we may provide a prepaid return label where supported or reimburse reasonable return shipping costs after review.

Customers should contact support before shipping an international return because the applicable return location and instructions may vary depending on the order and fulfillment partner.

Return Address

Do not return products to SUBSTYEL’s business address unless our customer support team specifically instructs you to do so.

Because orders may be fulfilled by different international fulfillment partners, the correct return location may vary by product and order.

After an eligible return request is approved, SUBSTYEL will provide the appropriate return instructions and return destination.

Packaging and Condition Requirements

Returned items should be securely packaged to prevent damage in transit. Original packaging should be used where reasonably possible.

All applicable tags, labels, accessories, and included components should be returned.

Returns that arrive damaged because of inadequate packaging or that do not meet the eligibility requirements may be refused or may not qualify for a full refund.

Undeliverable or Incorrect Address Orders

Customers are responsible for providing accurate and complete shipping information when placing an order.

If an order is returned because the address supplied at checkout was incorrect, incomplete, refused, or undeliverable, available options may include:

• Reshipping the order at the customer’s expense.
• Issuing an eligible refund after the package is returned, less non-refundable shipping or other applicable costs.

Order Fulfillment and Returns

SUBSTYEL is an online fashion retailer and may use third-party international fulfillment partners to process and ship orders.

For this reason, the return destination may differ from SUBSTYEL’s business address and may also differ from the original shipment origin.

SUBSTYEL remains your customer service point of contact for return approvals, refund questions, exchanges, damaged-item claims, and other order-related support.

Frequently Asked Questions