Refund policy

TO START YOUR CUSTOMER RETURN:
Simply enter the email associated with your order, and you will receive a FREE return label.
If you need assistance with a return or exchange, please contact us at contact@tela9.com between 10:00 AM and 5:00 PM CEST, Monday-Friday. Please let us know why you’d like to return your item, what item you’re returning, and your order number.

WHAT ITEMS ARE ELIGIBLE FOR RETURN?
All Items with original tags that have not been worn, washed, or altered can be returned for a full refund to the original method of payment within 14 days of receiving your order (this excludes final sale items). If you place an order for a product that has a shipping delay, we will not factor this time into the 14 day return period- the clock will start on the day you receive your order.

WHAT ITEMS ARE NOT ELIGIBLE FOR RETURN?
Final sale items- online or in a popup location
Free gifts or promotional items sent with purchase
Returns received in damaged/worn condition
Items returned without approval or returned outside the eligibility period

WHAT ITEMS ARE CONSIDERED FINAL SALE?
All SALE Items are considered FINAL SALE and are not eligible for returns or exchange. This includes items purchased during site-wide sales, special Holiday sales, at a PopUp location sale and all sample sales.
Please note that all collaboration products are final sale, and not eligible for return or exchange.

CAN I RETURN A LIMITED EDITION COLLABORATION ITEM?
All merchandise produced as part of a Special Collaboration with another brand or person is considered final sale due to the limited quantities and availability of these items.

HOW LONG WILL IT TAKE FOR MY RETURN TO PROCESS?
Returns typically take 3-5 business days to process, excluding the day it was received. Tracking confirmation of delivery to our warehouse does not mean the return has completed processing. We cannot process refunds until the warehouse confirms that the item(s) have completed processing and have been returned in proper condition.
Refunds are applied to the payment method used to place the order.

WHO PAYS FOR SHIPPING WHEN RETURNING?
Shipping charges will not be refunded with your return or exchange. We do cover the cost to send back your return, but all shipping costs associated with the order will remain your responsibility and will not be eligible for refund.

HOW DO I EXCHANGE FOR A DIFFERENT SIZE OR STYLE?
If you wish to make an exchange, please note that you will need to place a new order after your return is initiated. You may wait for your return to be completely refunded and then place a new order online, or immediately place your order to guarantee availability. After your return is processed, your refund will go back to the original form of payment.

DO YOU ACCEPT INTERNATIONAL RETURNS?
Yes we do accept international returns! All international returns must be requested within 14 days of receiving the order. All Items must be returned with original tags that have not been worn, washed, or altered. If you place an order for a product that has a shipping delay, we will not factor this time into the 14-day return request period.

What is the International return process?
To obtain approval for an international return, please email the following information to contact@tela9.com:
Order number
Item(s) you wish to return