Customer Service

Have a question? Want to say hi? Get in touch with us here.

Call: (310)770-8231
Email: hello@aquelarreshop.com


QUICK &  EASY RETURNS  |  RETURN POLICY

We hope you love your purchase, but know life can't always be perfect. We will gladly accept returns of unworn, undamaged full price items that have not been washed, used or altered in any way with price tags still intact within 14 days of your order's delivery date. Items purchased on sale or with a discount code are eligible for exchange or a return for store credit only, excluding items listed as final sale. For your convenience, we offer pre-paid return labels for any domestic order. 

To return your item and obtain a pre-paid return label, please email hello@aquelarreshop.com for a return authorization. Items sent without a return authorization will not be accepted. Returns must be postmarked within 14 days of the order's original delivery date. If you chose to use the provided pre-paid return label, a $10 return shipping fee will be deducted from your refund. Packages returned using your preferred mail carrier will not be subject to the $10 return shipping fee. Please retain tracking information for returns sent via your preferred mail carrier. Aquelarre is not responsible for any packages damaged or lost in transit if sent via your preferred mail carrier.

We will process your refund to the original form of payment for the purchase price less shipping costs. You'll receive a confirmation email when the return has been completed and the refund or store credit has been processed.  We do not refund original or return shipping costs. Return shipping costs will only be refunded when the return is a result of our error or damaged merchandise. We reserve the right to deny any and all refunds if the merchandise returned does not meet our requirements.
 

PRE-ORDERS

Pre-order items will be automatically shipped as soon they arrive to our stock, per the estimated ship date listed. Please note estimated ship dates are not guaranteed and delays outside our control may occur. You will be notified of any changes to the estimated ship date. In-stock items added to an order with pre-order items will ship immediately, and the pre-order items will ship separately as soon as they arrive. For international orders, the entire order will be held and will ship complete as soon as the pre-order item(s) arrive to our stock. Payment for pre-orders is processed at the time the order is placed. We do not offer delayed payments. Pre-orders that have not yet shipped may be cancelled within 14 days of purchase by contacting us at hello@aquelarreshop.com. We will gladly accept returns of full price unworn, undamaged pre-order items that have not been washed, used or altered in any way with price tags still intact for a full refund within 7 days of your order's delivery date. Pre-order items purchased on sale or with a discount code are eligible for exchange or a return for store credit only. Please see returns section above for full return policy. By electing to pre-order an item, you agree to these terms.
 

DISOUNTS & PROMOTIONS

Discounts may not be combined with any other sale, promotion, discount, code, coupon and/or offer. Discount codes cannot be used on previous purchases, and no price adjustments will be given. Aquelarre has the right to end or modify any promotion at any time. Not valid on gift cards, gift certificates, taxes or shipping and processing charges. Customer must pay applicable sales tax. Promotions have no cash value. Other restrictions or exclusions may apply.


PAYMENT

We accept all major credit cards and PayPal. All transactions are secure and encrypted, and we never store your credit card information.