Refund policy

Refund Policy

Returns are processed fully in-house to ensure quality control and consistency. The same return process applies to all products, regardless of whether they were shipped from our United States facility or from one of our designer partners abroad (including Ammi, which ships from Brazil under a DDP arrangement).

All returns must be shipped to Acuarela's United States address — never to the originating designer or country. This applies to partner-direct (Brazil) orders as well.

Once a return request is approved, the customer is responsible for shipping the item(s) back at their own expense. We recommend using a trackable shipping method, as Acuarela is not responsible for items lost in transit. Returned items are inspected upon arrival.

Approved returns are issued within 5–7 business days, minus a $15 restocking fee. Items showing signs of wear or damage may be denied and returned to the customer.

Full Price Items

Full-priced items purchased online are eligible for a refund, exchange, or store credit, subject to the conditions below.

Sale Items

All sale items purchased online are final sale and cannot be returned or exchanged.

Partner-Direct (Brazil-Fulfilled) Items

Partner-direct items — including products from Ammi and any other designer who fulfills directly from outside the United States — are also eligible for return under this policy, subject to the same window, conditions, and restocking fee. Because these orders are processed under a DDP (Delivered Duty Paid) arrangement, the original duties and import taxes paid on the order are non-refundable, as they are remitted to customs authorities at the time of import and cannot be recovered by Acuarela.

Returns of partner-direct items are shipped to Acuarela's United States address (not to Brazil).

Exchanges

Only one (1) exchange is permitted per order. Exchange requests must be submitted within 14 days of delivery. After 14 days, no exchanges will be accepted. The customer is responsible for all shipping costs associated with the exchange.

Conditions of Return

Please ensure the below conditions are met before submitting your return or exchange request:

  • All returns and exchanges must be shipped back to us within 14 days of delivery.
  • Returns will not be granted if "do not remove" tags or security tags have been removed.
  • Item(s) must be in new, unused, unworn, unwashed, unaltered, and undamaged condition, with all original tags attached.
  • Shoes must be tried on a carpet surface until you have decided to keep them, and returned with the shoe box included.
  • Swimwear must be tried on over your underwear, with the adhesive strip attached.
  • Gift cards cannot be returned.

How to Start a Return

You can start a return directly from your account. Log in at your account page, find your order, and click "Request Return." Alternatively, you can contact us at info@acuarela.co for assistance.

If your return is accepted, you will receive instructions on how and where to send your package. The customer is responsible for return shipping costs. Items sent back without first requesting a return will not be accepted.

All returns — including returns of partner-direct items shipped from Brazil — should be sent to the following address:

Acuarela, LLC 500 W Putnam Ave, Suite 400 Greenwich, CT 06830 United States

Refunds & Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your request. If approved, please allow up to 7 business days for the return to be processed.

Refunds will be issued to the original method of payment. Please remember it can take some time for your bank or credit card company to process and post the refund. As noted above, original duties and import taxes paid on partner-direct orders are non-refundable.

You can always contact us with any return question at info@acuarela.co.