Refund policy

1. Right of Withdrawal (Online Purchases)

Under Portuguese law, the customer has the right to withdraw from the purchase within 14 consecutive days from the date the order is received.

To exercise the right of return, the customer must contact Esse Studio via email at:
📩 hello@essestudio.com

Providing:

  • order number,

  • full name,

  • product(s) they wish to return.

2. Conditions for Returns

To be eligible for a return, items must:

  • be new and unused;

  • show no signs of wear, scratches, damage, stains, odors, or alterations;

  • be returned with original packaging, tags, cards, and accessories;

  • be properly protected and securely packaged during return shipping.

For hygiene and safety reasons, earrings cannot be returned unless they are defective or damaged during transport.

Esse Studio reserves the right to refuse returns that do not meet these conditions.

3. Exchanges

Esse Studio accepts exchanges within 14 consecutive days after the order is received, provided that:

  • the item is in perfect condition;

  • includes all original components;

  • shows no signs of use.

Exchanges may be made for:

  • another size (if applicable),

  • another model,

  • store credit (voucher).

All exchanges are subject to stock availability.

4. Defective or Damaged Items

If you receive a defective item or one damaged during transport:

  • The customer must email Esse Studio within 48 hours of delivery.

  • Photographs of the product, packaging, and shipping label must be provided.

The brand will review the case and proceed with a replacement or refund at no additional cost.

5. Return Shipping Costs

  • Returns due to withdrawal: shipping costs are the responsibility of the customer.

  • Exchanges: return shipping costs are the responsibility of the customer. The cost of reshipping may be charged or covered by the brand (this can be defined according to your policy).

  • Defective items or brand error: all shipping costs are covered by Esse Studio.

Returns must be sent to the address provided by the brand via registered mail (CTT Registered Mail) to ensure tracking. Esse Studio is not responsible for lost or missing return shipments.

6. Refunds

Once the returned item has been received and inspected, the refund will be processed within up to 14 days.

Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed with the customer.

The following will not be refunded:

  • shipping costs paid at the time of purchase (except in cases of defect or brand error);

  • items that do not meet the return conditions described above.

7. Exclusions

The following items cannot be returned or exchanged:

  • Earrings (for hygiene reasons);

  • Custom-made, personalized, or engraved items;

  • Products showing signs of use, damage, or wear;

  • Items sent outside the legal return period.

8. Contact

For questions regarding returns, exchanges, or complaints:
📩 hello@essestudio.com