Shipping

All orders will be processed within the next three business days. For EU orders we are currently experiencing a delay which means it can take up to 14 days until your order is being shipped. You will get and email notification when your order is confirmed and one including a tracking number when it is shipped. The estimated delivery time is 2-3 days from dispatch. Please note that destination customs clearance processes could cause a delay. If you have any questions regarding the shipping to your location please send us an email at tellmemore@refine-store.com.

International Deliveries

Please note that all shipments outside the EU and Switzerland may be subject to Import Duty / Tax / VAT which are levied once the shipment reached your country. 

As we have no control over these charges and cannot predict what they may be, additional charges for customs clearance must be paid by the recipient of the parcel. Such charges are not included in the purchase price of REFINE products. We will not be responsible for the payment of any Import Duty / Tax / VAT under any circumstances.

We are not able to offer a refund for returned goods which are returned because the customer wishes to avoid paying any customs duties imposed.

When ordering from REFINE you agree to pay any Import Duty / Tax / VAT which may be imposed by your country's government. If you refuse to pay any Import Duty / Tax / VAT imposed and thereby prevent delivery of your order you will remain liable for the purchase price of the order and any Import Duty / Tax / VAT or penalty imposed by your government.

Returns and Exchanges

We hope that you love your REFINE pieces, however if you are unhappy with our products, they can be returned to us within 14 days of your order being delivered. All sales will be final after 14 days of purchase. 

Exchanges

Unfrotunately exchanges are not possible. If you wish to exchange an item you will have to return it and place a new order.

Returns

For returns of your order please follow these steps:

  • Email orders@refine-store.com and quote ‘Return’ as well as your unique order number and reason for return within 14 days of your order being delivered.

  • You can choose between a refund or a store credit

  • REFINE charges a 30 EUR handling fee for returns which will be deducted from your refund. Unfortunately this fee is necessary to cover our expenses related to returned goods (e.g. return shipping cost, dry cleaning, stock management etc.) This fee will be waived on returns for store credit.

  • For the US and UK REFINE offers to arrange a collection for your return and if required send you a return label. For all other countries the customer will have to send the return back to us themselves.

  • Alternatively you have the option to send the item back to us yourself with a courier of your choice. Please make sure to use an insured shipping method and keep a tracking number for your records as we are unable to refund or exchange items that are damaged or lost in the post.

  • In this case goods must be received back to us within 14 days of the return being granted.

  • Goods should be returned unused and packaged as per the original order with all the original inner and outer packaging. Failure to do so can result in deductions being made to the value of the refund or a refund being refused.

  • If items meet our return terms, the sum debited from your credit or debit card will be re-credited to your account as soon as the goods are received and processed, excluding the initial shipping cost and the 30 EUR handling fee. If you opt for a store credit our customer care team will send you a credit note for the value of the items being returned excluding the initial shipping costs.

  • Please note we do not refund shipping costs, taxes or duties incurred. 

  • Please note it can take up to 30 days for the money to appear in your account. 

If you have any further questions regarding returns and exchanges please feel free to send an email to orders@refine-store.com.

Faulty Items

Returns of faulty items will only be accepted if the goods were faulty when delivered to you.

We take every effort to check your purchase thoroughly before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for items that have been damaged during washing if our care instructions have not been followed. 

Faults must be flagged to us within returned to us within 14 days of being received. If we cannot offer you a replacement, you will have the choice of a credit note or refund to your card to the value of the item at the time of purchase.

Please note it can take up to 30 days for the money to appear in your account.

Sizing and Care Instructions

All our garments are cut on the bias which makes them drape so beautifully. It means there is a tolerance for measurements as the fabric can move in any direction in width and length. Please refer to our size chart to find out your size. We are planning to build out our sizing so please do get in touch if you can’t find your size and tell us what you are missing at tellmemore@refine-store.com.

All our garments and scrunchies are dry clean only, headbands should not be washed or dry cleaned. Please consider the environmental impact of dry cleaning, keep it to a minimum and bring your items to an eco-friendly dry cleaner.

Colors

We try to display the products on our website as accurately as possible but please note that photography can sometimes alter the color of items. As computer monitors, tablets and mobile devices vary, we cannot guarantee that colors will be exactly as they appear on your device. We cannot accept any responsibility for any variation in color caused by the browser software or computer system used by you.

Questions

Please send us an email at tellmemore@refine-store.com if you have any further questions.