How long does SUBSTYEL take to process orders?

Orders are processed within 1–3 business days (Monday–Friday) before dispatch. Processing time excludes weekends and public holidays.

How long does delivery take?

Estimated delivery times after dispatch: United States 7–14 business days, Canada 7–12, United Kingdom 7–12, Australia 10–15, Saudi Arabia 12–18, United Arab Emirates 12–18, Rest of World 13–18. Delivery times exclude processing and may vary due to customs or holidays.

Does SUBSTYEL offer free shipping?

Yes. Free standard shipping applies when your order meets the minimum threshold: USA over $50, Canada over $75, UK over $60, Australia over $100, Saudi Arabia over $120, UAE over $120, Rest of World over $125. Flat-rate shipping fees apply below these thresholds.

Will I receive tracking information?

Yes. Tracking information is emailed automatically after your order is dispatched.

Can my items arrive separately?

Yes. Multi-item orders may ship from different warehouses and can arrive in separate packages.

Are customs duties and taxes included?

No. Customs duties, VAT, import fees, and local taxes (if applicable) are not included and are the buyer’s responsibility.

I entered the wrong address. What should I do?

Contact support@substyel.com within 6 hours of placing your order for address corrections. If the order has already shipped, changes may not be possible.

What happens if my order is returned due to an incorrect or incomplete address?

If an order is returned due to an incorrect or incomplete address, we can reship it at the customer’s cost or issue a refund for the item price minus original shipping once received.

What is SUBSTYEL’s return window?

Returns must be initiated within 30 days of delivery and shipped within the approved return window.

What items are eligible for return?

Items must be new, unused, unwashed, and in original packaging with all tags attached. Items returned without meeting these conditions may be refused or partially refunded.

How do I start a return or exchange?

Email support@substyel.com with the subject line “Return – Order #12345” and include your order number, the item(s) you’d like to return, the reason, and your preference: refund, exchange, or store credit. If approved, you’ll receive return instructions and a prepaid label if applicable.

Is return shipping free?

Return shipping is free (prepaid label) for defective, damaged, or incorrect items (with photo verification). For non-defective returns, return shipping costs may be deducted from the refund.

Do you charge a restocking fee?

No. SUBSTYEL does not charge restocking fees.

Do you offer exchanges?

Yes. Exchanges are accepted when stock is available.

What items are non-returnable?

Non-returnable items include final-sale or clearance items, gift cards, intimates or swimwear once hygiene seals are removed, and items showing wear, washing, alteration, stains, odors, or missing parts.

Do you accept international returns?

Yes. SUBSTYEL accepts returns worldwide within 30 days of delivery. For defective, damaged, or incorrect items, we provide a prepaid return label or shipping reimbursement where prepaid labels are not supported. For non-defective returns, return shipping costs may be deducted from the refund depending on destination and carrier availability.

What should I do if my item arrives defective, damaged, or incorrect?

Email support@substyel.com with photo verification. If approved, we’ll provide a prepaid return label or shipping reimbursement where prepaid labels are not supported.

How can I contact SUBSTYEL support?

You can contact us at support@substyel.com for delivery updates, address corrections, returns, exchanges, and general assistance.

Return and refund policy

💰 Refund & Return Policy

Last updated: August 24, 2025

We want you to love your purchase from SUBSTYEL. If something isn’t right, we’re here to help.

🧾 Quick Summary

Return window: Within 30 days of delivery
Method: Returns processed by mail (no in-store returns)
Return label: Free prepaid label for defective, damaged, or incorrect items (see Safety Clause for others)
Restocking fee: None
Refund timing: Within 7 days after inspection
Exchanges: Accepted when stock is available

🛡️ Safety Clause for Non-Defective Returns

We always provide a free prepaid label for defective, damaged, or incorrect items. For non-defective returns (e.g., size issue or change of mind), support varies by region. Before you ship, we will:

Provide a prepaid label and deduct its cost from your refund, or
Offer a free exchange or store credit, or
Guide you to return using your own postage if prepaid labels aren’t supported locally.

✅ Eligibility Conditions

Items must be new, unused, unwashed, and in original packaging with all tags attached.
Request must be started within 30 days of delivery and shipped within the approved return window.
Include your order number and photos for defective/damaged/incorrect items.

🚫 Non-Returnable Items

Final-sale or clearance items and gift cards
Intimates/swimwear once hygiene seals are removed or packaging opened
Items showing wear, washing, alteration, stains, odors, or missing parts

📦 How to Start a Return or Exchange

Email support@substyel.com with the subject line “Return – Order #12345”.

Include:

Your order number and the item(s) you’d like to return
The reason for the return
Whether you’d prefer a refund, exchange, or store credit

We’ll reply with approval and next steps. If eligible, you’ll receive a prepaid label or the options available under the Safety Clause.

💳 Refunds

After warehouse inspection, approved refunds are issued to your original payment method within 7 business days. Banks or payment providers may take an additional 2–5 business days to post the credit.

🌍 Regional Notes (30-Day Policy)

The 30-day return window applies to all destinations below; label availability and postage responsibility may differ by region.

🇺🇸 United States

Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label.
Non-defective: Handled per the Safety Clause (possible label deduction, exchange, or store credit).

🇨🇦 Canada

Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label where supported; otherwise reimbursement or store credit.
Non-defective: Handled per the Safety Clause.

🇦🇺 Australia

Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label or reimbursement.
Non-defective: Handled per the Safety Clause.

🇬🇧 United Kingdom

Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label where supported.
Non-defective: Handled per the Safety Clause.

🇸🇦 Saudi Arabia

Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label or reimbursement.
Non-defective: Case-by-case basis (may include label deduction, exchange, or store credit).

🇦🇪 United Arab Emirates

Returns accepted within 30 days of delivery.
Defective/damaged/incorrect: Free prepaid label or reimbursement.
Non-defective: Case-by-case basis per the Safety Clause.

🌏 Rest of World

Returns accepted within 30 days of delivery for all other supported countries.
Defective/damaged/incorrect: Free prepaid label or reimbursement where available.
Non-defective: Handled per the Safety Clause and local postal rules (may include label deduction or exchange option).

📦 Packaging & Condition

Use the original box or equivalent protective packaging and include all accessories and tags. Items not meeting return conditions may be refused or refunded partially.

🚚 Wrong Address & Undeliverable Parcels

If a parcel is returned due to an incorrect or incomplete address, we can reship (postage payable) or refund the item price minus any original shipping once received back at the warehouse.

📘 Additional Notes

Return approval must be confirmed via email before sending items back.
Orders with multiple items may require separate return labels depending on origin warehouse.
Shopify “Manage Return Rules” apply to orders placed after the rules were enabled. Earlier orders follow this policy’s intent as closely as possible.

Need help? Contact support@substyel.com — we’re always happy to assist.

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