Refund policy

Please Check Before You Buy

Every Gypseana piece is one-of-one and handmade — small variations from the styling photos (in drape, exact placement of embellishment, or fabric texture) are part of what makes each piece unique, not a fault. If you're at all unsure about sizing, fit, colour, or a detail you've seen in the photos, please email us at gypseana@gmail.com before ordering — we're genuinely happy to help you get it right. Our returns process is intentionally limited (see below), so a quick question beforehand is the best way to make sure your piece is the right one for you.

Final Sale Policy (Australia & New Zealand)

Because every Gypseana piece is handmade and one-of-one, all sales are final for customers in Australia and New Zealand. We do not offer refunds or exchanges for change of mind, incorrect size selection, or personal preference.

We strongly encourage checking measurements against the Fit table on each product page, and contacting us at gypseana@gmail.com before ordering if you have any sizing questions.

Right of Withdrawal (Spain/EU)

Because every piece is one-of-one and handmade, we genuinely encourage Spanish customers to reach out with any sizing or fit questions before ordering — once a piece has been worn, altered, or used, it can no longer be resold, which is part of why we ask you to check first.

That said, customers in Spain have a statutory right to withdraw from an online purchase within 14 days of delivery, for any reason, on our standard ready-made stock pieces. We honour this right in full: To withdraw, email gypseana@gmail.com within 14 days of delivery. The item must be returned unworn, unused, and in its original condition, at the customer's own cost, within 14 days of notifying us. We will process your refund within 14 days of receiving the returned item. This right does not apply to custom/commissioned pieces, which are made to the customer's own specification and remain final sale, consistent with the bespoke goods exemption under EU law.

This withdrawal right covers change of mind on the item as delivered — it doesn't extend to a piece that's been worn, altered, or is no longer in its original condition.

Faulty, Damaged, Lost, or Not-as-Described Items

This final sale policy does not affect your statutory rights. If your item arrives faulty, damaged in transit, is lost in transit, or is significantly different from its description: Australian customers: you're entitled to a repair, replacement, or refund under the Australian Consumer Law (ACL), depending on the nature of the fault. NZ customers: your rights under the Consumer Guarantees Act apply. Spanish/EU customers: your statutory rights under EU consumer protection law apply.

How to make a claim: email gypseana@gmail.com within 7 days of delivery (or, for items that haven't arrived, within 7 days of the estimated delivery window closing) with your order number, and: for faulty, damaged, or not-as-described items: a written explanation of exactly what's wrong or different from the listing, along with clear photos showing the issue — this is required before any return is authorised for items claimed lost in transit: your tracking number, so we can investigate directly with the carrier

Please don't send an item back before hearing from us — returns sent without this claim process completed first may not be eligible for a remedy.

Investigation process: Before any refund, repair, or replacement is issued, Gypseana may require the item to be returned to us for physical inspection to confirm the reported fault, or may require time to complete a carrier investigation for loss-in-transit claims. Where a physical return is requested, you'll be asked to cover the initial return shipping cost. We aim to complete our assessment within 10 business days of receiving the returned item (or of the carrier investigation concluding).

If the investigation confirms the item was genuinely faulty, damaged in transit, or lost due to carrier error, we will provide the appropriate remedy (repair, replacement, or refund) and reimburse your reasonable return shipping cost, consistent with your consumer guarantee rights.

If the investigation does not confirm a genuine fault — for example, the item shows normal wear, damage inconsistent with transit handling, a loss claim can't be substantiated with the carrier, or the "issue" is a minor handmade variation consistent with a one-of-one piece rather than a significant difference from the photos — no refund will be issued. The item will be returned to you at your own expense, and any shipping cost you've already paid to send it to us for inspection is non-refundable.

This process doesn't limit any statutory right you have to dispute the outcome under the consumer law of your country of residence.

EU (Spain) Distance Selling Notice

Under EU distance selling regulations, online shoppers generally have a 14-day right of withdrawal, with a narrow exemption for goods made to a consumer's own specification. Gypseana honours the 14-day withdrawal right for Spanish customers in full on standard stock pieces.