Refund policy
Last Updated: 15/02/2025
At Opal Wear, we want you to love your purchase. If you’re not completely satisfied, you may return or exchange your item under the following conditions.
1. Eligibility for Returns & Exchanges
1.1 Items must be returned within 14 days of the delivery date.
1.2 Items must be unworn, unwashed, and in their original condition with tags and packaging intact.
1.3 Items marked as “Final Sale,” custom-made, or personalized cannot be returned or exchanged.
2. Pre-Order & Custom-Made Items
2.1 Some of our garments are made on a pre-order basis with customized sizes or measurements, as stated in the product description. The images shown are samples, and your order will be made specifically for you. Since these items are custom-made, refunds are only possible in exceptional cases. Please review all size details carefully before placing your order.
2.2 Additionally, we also offer ready-to-wear pieces, which follow the same precautionary measures. To avoid sizing issues, we strongly recommend checking our Size Measurement section before making a purchase. This will help ensure you find your perfect fit and minimize the need for exchanges.
If you have any questions regarding sizing or customization, our team is happy to assist before you place your order.
3. How to Initiate a Return
3.1 To request a return, please contact our support team with your order details and reason for return. Ensure the item meets our return policy conditions.
3.2 If you are eligible for a return based on our policy, you will receive instructions on how to proceed.
3.3 Please note that return shipping costs may apply. Once your request is approved, we will provide return instructions and the return shipping address.
4. Refund Process
4.1 Refunds will be issued to the original payment method within [Insert Timeframe, e.g., 5-10 business days after we receive and inspect the returned item.
4.2 Original shipping fees are non-refundable.
4.3 If the returned item does not meet our return conditions, we may refuse the refund or issue a partial refund.
5. Exchanges
5.1 To minimize the need for size exchanges, we highly recommend checking our Size Measurement section before placing your order. This section provides all the details you need to find your perfect fit, ensuring you select the right size from the start.
5.2 If you still wish to proceed with an exchange, please note the following:
• Exchanges are subject to availability.
• Items must be unworn, unwashed, and in their original condition with all tags attached.
• The exchange request must be made within 24 hours of receiving your order.
6. Damaged or Incorrect Items
6.1 At Opal, we take extra care to ensure that every order is accurate and in perfect condition before shipping. To minimize errors and prevent damaged products from being dispatched, our team will provide detailed pictures and a video of your order before it is shipped. This allows you to review your items and confirm that everything is correct before they leave our facility.
Please ensure that you check your provided contact details regularly, as this proof will be sent via your preferred communication method. If you do not receive these updates, kindly reach out to our support team before your order is shipped.
6.2 In the rare case that you receive an incorrect or damaged item despite these precautions, please contact us immediately with photos and details so we can assist you accordingly.
7. Non-Returnable Items
The following items cannot be returned or exchanged:
• Final sale items
• Custom or personalized items
• Gift cards
• Accessories and undergarments
8. Late or Missing Refunds
8.1 If you haven’t received your refund, first check with your bank or payment provider.
8.2 If the issue persists, contact us at info@opal-wear.com for assistance.
9. Contact Us
For any questions or concerns about our Return & Refund Policy, please reach out to:
• Email: info@opal-wear.com
• Phone: WhatsApp | Viber +383 44 740583