Return & Refund Policy

Last Updated: September 4, 2026

This Return & Refund Policy applies to orders delivered within the United States.

At Azalora, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days from the date your order is delivered to you.

We accept returns for both defective and non-defective products, including returns due to a change of mind, incorrect size, fit, color, or because the product did not meet your expectations.

After the 30-day return period has expired, we generally cannot accept a return or issue a refund unless otherwise required by applicable law.

1. Return Window

You have 30 days from the date your order is delivered to request a return.

The return window begins on the day the shipment is marked as delivered to the delivery address provided with your order.

To start a return, contact us within this 30-day period at info@azalora.com.

2. Conditions for Returns

To be eligible for a return, the item must generally be:

unworn and unused, except as reasonably necessary to inspect or try on the item;
in the same condition in which you received it;
free from damage, stains, odors, alterations, or signs of wear caused after delivery;
returned with any original tags attached, where applicable; and
returned in its original packaging where reasonably possible.

You may return an eligible product if:

you changed your mind about the purchase;
the product does not meet your expectations;
you ordered the wrong size or color;
the product does not fit;
you received the wrong product, size, or color;
the product arrived damaged; or
the product arrived defective.

For damaged, defective, or incorrect items, please contact us at info@azalora.com and include your order number and, where reasonably possible, photographs showing the issue. This helps us resolve the problem more quickly.

3. Non-Returnable Items and Exceptions

Certain products cannot be returned unless they are defective, damaged, incorrectly supplied, or return is otherwise required by applicable law.

Non-returnable items include:

Gift cards;
items marked as final sale, where clearly disclosed before purchase;
personalized or custom-made products;
underwear or intimate apparel that has been worn or tried on where return would create a hygiene concern;
swimwear where the hygiene seal or protective liner has been removed;
earrings or other pierced jewelry where the hygiene seal has been broken; and
items that have been used, worn, washed, altered, damaged, or otherwise changed after delivery beyond what is reasonably necessary to inspect them.

If you are unsure whether your item is eligible for return, please contact info@azalora.com before sending it back.

4. How to Start a Return

Returns are handled by mail.

To initiate a return:

Step 1 – Request a Return
Email info@azalora.com within 30 days of delivery. Please include your order number and the item or items you wish to return.

Step 2 – Receive Return Instructions
Our customer service team will review your request and provide you with the appropriate return instructions and return address.

Step 3 – Prepare Your Return
Securely package the item and include any information requested by our customer service team.

Step 4 – Ship Your Return
Send the package to the return address provided by our customer service team.

For customer-paid returns, we strongly recommend using a tracked shipping service and retaining your shipping receipt until your return has been processed.

Please do not send a return to our business address unless our customer service team specifically instructs you to do so.

5. Return Shipping Costs

Change of Mind and Other Non-Defective Returns

If you return an item because:

you changed your mind;
you ordered the wrong size or color;
the item does not fit; or
the item does not meet your expectations,

the customer is responsible for the return shipping costs.

Original return shipping costs paid by the customer are non-refundable.

We do not charge a restocking fee for eligible returns.

Damaged, Defective, or Incorrect Items

If you received an item that is:

damaged;
defective;
different from what you ordered;
the wrong size due to our error; or
the wrong color due to our error,

Azalora will be responsible for the reasonable return shipping costs.

Please contact info@azalora.com before returning the item. We will provide the appropriate return instructions and, where applicable, arrange or reimburse the reasonable return shipping cost.

6. Return Address

Returns must be sent to the return address provided by our customer service team after your return request has been reviewed.

Our business address is not necessarily our return processing location.

Do not return products to Blauwe Zegge 19, 2498 EW The Hague, Netherlands unless our customer service team explicitly instructs you to use that address.

To obtain the correct return address, email info@azalora.com before shipping your return.

Returns sent to an unauthorized or incorrect address may experience delays in processing.

7. Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If your return is approved, your refund will be processed within 5 business days after we receive and inspect the returned item.

Approved refunds will be issued to the original payment method used for the purchase.

We do not normally issue refunds through gift cards, store credit, or an alternative payment method unless you specifically agree to such an alternative or applicable law requires otherwise.

After we issue your refund, your bank, credit card provider, or payment provider may require additional time to post the funds to your account. This processing time is outside our control.

8. Original Shipping Charges

Azalora provides free standard shipping on all orders delivered within the United States. Therefore, there are no original standard shipping charges to refund when an eligible product is returned.

For returns due to a change of mind, incorrect size selection, fit, color preference, or because the product does not meet your expectations, the customer is responsible for the return shipping costs.

If an item arrives damaged, defective, or incorrect due to an error by Azalora, Azalora will cover the reasonable return shipping costs in accordance with this Return & Refund Policy.

Please contact info@azalora.com before returning a damaged, defective, or incorrect item so that we can provide the appropriate return instructions.

9. Late or Missing Refunds

If we have confirmed that your refund has been issued but you have not yet received it:

Check your bank or payment account again.
Contact your credit card company or payment provider, as processing times may vary.
Contact your bank, as additional processing time may be required.

If you have completed these steps and still have not received your refund, please contact info@azalora.com.

10. Partial Refunds or Refused Returns

A return may be refused, or where legally permitted a refund may be reduced, if:

the item shows signs of use, wear, washing, alteration, or damage that occurred after delivery;
required parts or accessories are missing for reasons not caused by Azalora;
the item does not meet the return conditions described in this policy;
a hygiene seal has been removed from an item that cannot safely be resold for hygiene reasons; or
the return was requested outside the 30-day return window.

We will not reduce a refund merely because an item was reasonably handled or inspected to determine its nature, characteristics, size, or fit.

Nothing in this section limits any rights you may have under applicable consumer protection law.

11. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your item arrives damaged, defective, or different from what you ordered, contact us as soon as reasonably possible at info@azalora.com.

Please provide:

your order number;
a description of the issue; and
photographs of the item and issue, where reasonably possible.

After reviewing the issue, we will provide an appropriate solution, which may include a replacement, return, or refund depending on the circumstances.

For an approved return caused by our error or a damaged, defective, or incorrect item, Azalora will cover the reasonable return shipping costs.

12. Exchanges

We do not currently process direct product exchanges.

The fastest way to obtain a different size, color, or product is to:

return the original eligible item in accordance with this Return & Refund Policy;
receive a refund to your original payment method; and
place a new order for the desired product, size, or color.

The new order is a separate transaction and is subject to product availability and the price displayed at the time the new order is placed.

For assistance, contact info@azalora.com.

13. Order Cancellations

If you wish to cancel an order, please contact us at info@azalora.com as soon as possible after placing your order.

We recommend submitting cancellation requests within 1 hour of order confirmation.

We will make reasonable efforts to accommodate your request. However, cancellation cannot be guaranteed once an order has entered processing, fulfillment, or shipment.

If the order can no longer be canceled, you may request a return after delivery in accordance with this Return & Refund Policy.

To request cancellation, include your order number in your email.

14. Contact Information

Questions about returns, refunds, exchanges, or cancellations can be directed to:

Store Name: Azalora
Company Name: JvHEcom
Chamber of Commerce Number: 97908282
VAT Number: NL005297557B82
Email: info@azalora.com
Phone: +1 (914) 429-4309
Business Address: Blauwe Zegge 19, 2498 EW The Hague, Netherlands

Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM ET
Saturday: 10:00 AM – 2:00 PM ET
Sunday: Closed

We aim to respond to inquiries within 24 hours.