Refund policy
Refund policy
This Refund policy explains how returns, exchanges and refunds work for orders placed with TANAUSU YERAY GUERRA GUTIERREZ through this store. It applies to all women's knitwear and dresses sold here, including cable-knit sweaters, oversized turtlenecks and tiered or satin dresses.
Order processing
Orders are processed in 1-3 business days after payment is confirmed. Once an order has been handed to the carrier it can no longer be cancelled, because cancellation is only possible until the item is fulfilled.
Return window
You may request a return within 14 days of receiving your order. The return window starts on the delivery date of the last item in your order and is extended over weekends and public holidays, so you always have the full 14 days to decide.
Condition of returned items
Items must be returned unworn, unwashed and in their original condition, with all original tags attached and in the original packaging. We reserve the right to refuse a return if the item shows signs of wear, washing, alteration, perfume, makeup or damage caused after delivery.
How to start a return
Email contact@junsilkstudio.shop with your order number and the item you would like to return. We will reply within 1-3 business days with the return address and the instructions to follow. Please do not send items back before you receive our reply, as unannounced returns cannot be matched to an order.
Return shipping costs
Return shipping is paid by the customer and depends on the destination and the size of the parcel, so the exact amount is confirmed by email before you ship the item back. Original shipping charges are not refunded.
Refunds
Once your return arrives and passes inspection, we will send you a confirmation email and issue the refund to the original payment method within 5-10 business days. Your bank or card issuer may need additional time to post the amount to your statement.
Exchanges
The fastest way to exchange an item is to return the item you have and place a new order for the size or style you want, so the replacement is reserved while your return is in transit.
Damaged, defective or incorrect items
Please inspect your order as soon as it arrives. If an item is damaged, defective or not the one you ordered, contact us within 48 hours of delivery and include your order number plus clear photos of the item and the packaging. We will arrange a replacement or a refund once the case is confirmed.
If your parcel arrives damaged, keep the outer packaging and the shipping label until the case is closed, as the carrier may ask for them.
Lost parcels
If tracking shows no movement, or the parcel has not arrived within the estimated delivery time, contact us within 7 days and we will open a trace with the carrier. Parcels reported after this window may no longer be eligible for a replacement or refund.
Final sale items
Items marked as final sale, and any item from a collection we designate as final sale, cannot be returned or cancelled. This is shown on the product page before you order.
Contact us
TANAUSU YERAY GUERRA GUTIERREZ
Avenida de los Volcanes 108, Tajaste, GC 35560, Spain
Email: contact@junsilkstudio.shop
Phone: +34 641 53 04 16