Returns & Refunds

You have 14 calendar days from the day you receive your order to tell us you want to return it, for any reason (EU Directive 2011/83/EU). You then have 14 additional days to ship the item back to us. We refund you within 14 days of receiving your notification — that 14-day refund clock starts the moment you submit the return request, not when the parcel reaches us. This is the EU legal baseline and we do not reduce it.

Certain product categories are excluded from the 14-day right by EU law: cosmetics and skincare where the seal has been broken, hygiene items (earrings, swimwear, underwear, body-care), and any perishable goods. Each product page shows clearly whether it is eligible for return BEFORE you buy — please check before ordering. Items damaged or defective on arrival are always covered separately (section 3 below).

If your order arrives damaged, broken, or with a missing item, take photos before unpacking further and report it within 24 hours of delivery. The 14-day withdrawal rules do not apply to defective items — we cover return shipping AND issue a full refund (or a replacement if you prefer). Outside the 24-hour reporting window the claim is harder to support because we cannot rule out post-delivery damage.

1. Sign in and open My Orders → pick the eligible order → tap “Request return”.
2. Pick your reason (change of mind / defective / damaged in transit / wrong item), the items you want to return, and your preferred refund destination.
3. You will get an email within seconds with your RMA number, then an approval email within 24 hours with the return address. Write the RMA number on the outside of the package. Packages without an RMA number cannot be matched to your refund and may be returned to sender.

No account? Email returns@azmarino.online with your order number — we will start the return manually.

Returns go to our own return address, which we email you with your RMA approval. Do not return parcels to any address printed on the original packaging — that may be a transit address used during outbound shipping and parcels sent there cannot be matched to your refund. The return address is always Azmarino-controlled.

• Voluntary withdrawal (you changed your mind, the size was wrong, you no longer want the item): customer pays return shipping.
• Defective on arrival, damage in transit, or the wrong item shipped: we cover return shipping and send you a prepaid label with the RMA approval. If a product is bulky and the prepaid-label option is impractical, ask us — we will reimburse documented shipping costs separately.

For a full-cart withdrawal we refund the product prices plus the original shipping cost. For a partial return (you keep some items, return others) we refund only the prices of the returned items — original shipping was needed for the items you kept. For defective / damaged / wrong-item returns we refund product price plus original shipping plus return shipping.

If a returned item shows wear beyond what is needed to assess it (perfume worn, makeup used, clothing washed and clearly worn out), we may apply a lawful deduction for the loss of value, as permitted by EU directive 2011/83/EU article 14(2).

• Back to original payment method — refund goes to the card, Apple Pay, Google Pay, or other Stripe-supported method you originally used. Stripe processes the refund instantly on our side; your bank usually shows the credit within 5-10 business days.
• Azmarino store wallet— same amount at 1:1, no markup, no expiry. The credit lands in your wallet immediately on approval and you can use it at checkout on any future order. Most customers who plan to re-order pick this because it's instant.

We don't formally offer item-for-item exchanges — the logistics of holding a specific replacement against your incoming return are not worth the delay. The fastest path to swap a size or colour: start a return, pick store-wallet as the refund destination, and place a fresh order. The credit lands in your wallet within seconds of approval, so the only wait is the new order shipping out.

Email returns@azmarino.online or open the live chat in the site and tap “Ask a human”. A real staff member will pick up — Azmarino handles all returns in-house, no outsourcing, no third-party hand-offs.