Refund policy
Returns
We hope you love your order. If for any reason it’s not quite right, we offer returns or exchanges within 14 days of delivery, subject to the conditions below.
Items must be returned unworn, unused, with all designer and Experience 27 tags attached, and in their original packaging.
Items marked as final sale are not eligible for return.
How to make a return
- Email sales@experience27.com with your order number and the item(s) you wish to return.
- Let us know whether you would prefer an exchange, store credit, or a refund to your original form of payment.
- Please indicate a preferred date and time for collection.
Where applicable, we will provide return instructions or a return shipping label.
Items must be sent back within 14 days of receiving the return authorization. Returns sent outside this timeframe may not be accepted.
Once the return has been received, inspected, and approved, the refund or store credit will be processed according to the selected method.
Return shipping and customs
- Spain and European Union: Return shipping is complimentary.
- International orders: Return shipping is complimentary. However, any customs duties, taxes, re-import charges, or handling fees arising from the return shipment are the responsibility of the customer and may be deducted from the refund where applicable.
International orders are originally shipped DDP (Delivered Duty Paid), with applicable duties and taxes calculated and collected at checkout. This means customers will not be required to pay additional duties, taxes, or customs fees when the original order is delivered.
Pre-order items
Pre-order items follow the same return policy outlined above and may be returned or exchanged within 14 days of delivery, unless otherwise stated on the product page.
Sale items
Items discounted by 50% or more may be returned or exchanged for store credit only.
These items are clearly marked on the product page and are not eligible for refunds to the original form of payment.
Price adjustments
If an item purchased at full price is reduced within 14 days of the order date, we are happy to offer store credit for the price difference.
Please contact sales@experience27.com to request an adjustment.
Consumer information
Official complaint forms (hojas de reclamaciones) are available at:
Calle Libertad, 6, Madrid, Spain