Refund policy

Returns Policy

Last updated 1 September 2025



Returns Policy

Thank you for your purchase. We hope you are completely satisfied with our products. However, if for any reason you are not, you may return your order to us for a full refund or an exchange. Below you will find all the information about our returns and refunds policy.

Right of withdrawal (non-customisable products)

In accordance with European Union law, you have 14 calendar days from receipt of your order to exercise your right of withdrawal without having to give any reason.

  • All returns must be sent within this period and in their original condition: new, unused, with all original tags and packaging.

  • In the event of withdrawal, the customer will bear the cost of return shipping, unless the product is defective or incorrect, in which case the cost will be covered by illustrArte.

Returns process

  1. Request your return by emailing info@illustrarte.shop to obtain a Return Merchandise Authorisation (RMA).

  2. Once you receive your RMA number, pack the item securely in its original packaging.

  3. Send your return to the address provided by our customer service team (Madrid, Spain).

Customisable products

Personalised products, made to your specifications (such as design, size, name, etc.), are excluded from the right of withdrawal, except in the following cases:

  • Manufacturing defects.

  • Personalisation errors that do not match what was ordered.

In these cases, you may choose:

  • Repair of the product.

  • Replacement with a new one.

  • A refund of the amount paid.

Guarantee of conformity

If you receive a product that is defective or does not match your order, you must let us know within a maximum of 7 working days of receipt. Our team will assess the case and apply the appropriate solution (repair, replacement or refund).

Recommendations

  • Check our size guide before placing your order.

  • Carefully check the personalisation details before confirming your purchase.

  • If you have any questions, contact us for advice.

Refunds

Once we have received your return and inspected the item's condition, we will process your refund or exchange within a maximum of 5 working days. You will receive an email notification at every step of the process.

Questions

If you have any questions about returns or refunds, you can write to us at:
malena@illustrarte.es

We want you to be 100% satisfied with your purchase.