Shipping & Returns

We know the feeling of waiting for something that's coming from far away — so we do our best to get your poncho to you quickly, safely, and with as little impact on the planet as possible.

Shipping

Where we ship We currently ship to Portugal, the rest of the European Union, and select international destinations. If you don't see your country at checkout, email us and we'll let you know if we can make it work.

Processing time Orders are processed within [1–3] business days of purchase. During drops or high-demand periods, this may take a little longer — we'll let you know if that's the case.

Delivery time

These are estimates, not guarantees. Customs delays, remote locations, and factors outside our control (including weather — we of all people understand) can affect delivery times.

Shipping costs Shipping costs are calculated at checkout based on your location and order weight. [We offer free shipping on orders over €___.]

Tracking Once your order ships, you'll receive a confirmation email with a tracking number so you can follow your poncho's journey to you.

Customs & import duties For orders shipped outside the European Union, you may be responsible for import duties, taxes, or customs fees charged by your country. These are not included in your order total and are your responsibility.

Returns & Exchanges

We want you to love what you carry. If something isn't right, here's how we handle it.

Return window You have 30 days from the date you receive your order to request a return or exchange. This is longer than the minimum required by EU law, because we'd rather you take your time deciding than feel rushed into a decision.

If you are a consumer based in the European Union, you also have a statutory right of withdrawal: you may cancel your order within 14 days of receiving it, without giving any reason, in accordance with EU Directive 2011/83/EU. Our 30-day policy sits on top of this legal right and does not reduce it.

Condition for returns To be eligible for a return, your item must be:

• Unused, unworn, and in the same condition you received it
• In its original packaging, with tags attached
• Accompanied by proof of purchase (order number or receipt)

Items that show signs of use, wear, or damage not caused by us may not be eligible for a refund.

Who pays return shipping

• If the item is defective, damaged, or the wrong item was sent, we cover the full cost of return shipping and send a replacement or refund at no charge to you.
• For all other returns (change of mind, wrong size, etc.), return shipping is paid by the customer.

How to start a return

1. Email us at [SUPPORT_EMAIL] with your order number and the reason for your return.
2. We'll confirm your return is eligible and send you the return address and instructions.
3. Pack the item securely and send it back within [14] days of receiving our confirmation.

Please don't send items back without contacting us first — we can't guarantee returns sent without prior notice will be processed.

Refunds Once we receive and inspect your return, we'll email you to confirm it's been approved. Approved refunds are issued to your original payment method within [5–10] business days. Your bank or card provider may take a few additional days to reflect the refund.

Exchanges Want a different size or color instead of a refund? Let us know in your return request and we'll arrange it, subject to availability.

Non-returnable items [Final sale / limited-edition items are not eligible for return, as noted on the product page. Gift cards are non-returnable.]

Damaged or incorrect items If your poncho arrives damaged or you received the wrong item, contact us within [7] days of delivery at [SUPPORT_EMAIL] with photos of the item and packaging, and we'll sort it out — replacement or refund, shipped or issued at no cost to you.

Questions?

We're a small team, and we read every message ourselves. Reach out at [SUPPORT_EMAIL] and we'll get back to you within [1–2] business days.