MESTIZA Official Merchandise
Please read the following conditions before returning an item or requesting a different size.
If you are a consumer purchasing from Spain or another EU country, you may withdraw from your online purchase within 14 calendar days from the day you receive your order, except where a legal exception applies. You must notify MESTIZA within this period. Unless the item is defective or we made an error, the customer is responsible for the direct cost of returning the product.
Items must be returned in their original condition: unworn, unwashed, undamaged and free from stains, marks, make-up, perfume, deodorant, smoke or other odours, with original labels, tags and, where reasonably applicable, original packaging. Any legally permitted reduction in value caused by excessive handling may be deducted from the refund.
If you wish to exchange an item for a different size, contact MESTIZA before returning it to confirm the procedure and availability. The customer is responsible for sending the original item back to MESTIZA at their own cost and risk. The item must arrive intact and comply with the conditions above. Once received and checked, the replacement size can be dispatched, subject to availability. The customer must also pay the shipping cost for delivery of the new size. The replacement will not be shipped until that shipping cost has been paid.
Eligible refunds will be processed using the original payment method after the returned item has been received and inspected. Where the statutory right of withdrawal applies, reimbursement will include any amounts required by applicable consumer law, including the original standard delivery charge where legally applicable. Extra costs for a delivery method more expensive than the standard option are not refundable. Reimbursement may be withheld until the goods are received back or evidence of return is provided, whichever occurs first.
If an item arrives defective, damaged or different from what you ordered, contact us as soon as possible with your order number and clear photographs. Where the issue is attributable to MESTIZA, the customer will not bear the necessary return or replacement shipping costs, in accordance with applicable consumer law.
Returns may be excluded only where permitted by law, including certain personalised or made-to-order products and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. Any applicable product-specific exclusion will be clearly indicated.
Before sending anything back, contact MESTIZA customer service with your order number, the item concerned and whether you are requesting a return or size exchange. We will provide the return instructions and address. Do not send products to an unconfirmed address. We recommend tracked shipping; except where applicable law provides otherwise, the customer remains responsible for the return shipment until delivery.
For returns and size exchanges, use the customer-service contact details published on the MESTIZA online store. Keep your order confirmation and proof of return shipment until the request is completed.
Mandatory consumer rights under applicable law are not affected by this policy.
