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Shipping & Returns

Shipping

As soon as your order is on its way, you'll receive a confirmation email with a tracking number so you can follow its journey.
Please note that shipping times begin once the tracking number is issued, not from the date the order was placed. Some pieces are made especially for you and may take 1–2 weeks to be produced before shipping.
Once a parcel leaves our studio, we no longer have control over the shipping process. That said, we're always here to help if something feels unclear—so don't hesitate to reach out. We recommend keeping an eye on your tracking, especially for orders outside the EU, as customs fees may apply.

Customs & Duties

For international orders, any customs duties, taxes, or additional fees are the responsibility of the customer.
If a package is returned to us because customs fees were not accepted, you'll have two options:
       * We can resend your order if you cover the new shipping and any additional fees, or
       * We can issue store credit, adjusted to reflect any costs incurred during the return process
While we do everything we can from our side, we're unfortunately unable to take responsibility for items that are lost or damaged during transit.

Returns & Store Credit

Each piece is created with care, often in limited quantities or made-to-order, so all sales (including pre-orders) are final.
We're not able to offer refunds or cancellations once an order has been placed. However, if a return is approved, we may offer store credit instead. This will be calculated based on the original order value, minus any shipping or additional costs involved.
Store credit is valid for one year and can be used on any future purchase.

Size Exchanges

If you need a different size, we'll do our best to help. Size exchanges are possible as long as:
       * The item is unworn
       * All original tags are still attached
       * It's returned in its original packaging
Shipping and any customs costs related to the exchange would need to be covered by you.
Before sending anything back, please email us at info@juanacalatayud.com so we can guide you through the process. Once we receive and check the original item, we'll send out the replacement.
Please note that custom-made pieces are final and cannot be exchanged or returned.

Need Help?

If you have any questions, concerns, or simply need a hand with your piece, feel free to write to us at info@juanacalatayud.com
We truly want you to feel good in what you receive.



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