Refund policy

Last Updated: September 29, 2026

At Esclela, we want you to feel confident when shopping with us. If something isn't right with your purchase, we're here to help.

This Return & Refund Policy explains the conditions for requesting a return, how refunds are processed, and how to contact us for assistance.

By placing an order at https://esclela.com , you acknowledge this policy, subject to your rights under applicable consumer protection laws.

1. Return Eligibility

Eligible products may be returned if they meet the following conditions:

  • The return request is submitted within 30 days of delivery.

  • The item is unused, unworn, unwashed, and in its original condition.

  • The item includes its original packaging, tags, and accessories, where applicable.

  • Proof of purchase, such as an order confirmation or order number, is provided.

Some products may be ineligible for return due to hygiene, safety, or other legitimate restrictions. Any applicable exclusions will be disclosed before purchase and applied in accordance with applicable law.

2. Items That Cannot Be Returned

Certain items may not be eligible for return, including:

  • Products that have been used, worn, washed, or damaged after delivery.

  • Items clearly identified as non-returnable before purchase, where permitted by law.

  • Personalized or customized products, where applicable and permitted by law.

  • Products excluded from returns for hygiene or safety reasons, where applicable and permitted by law.

These exclusions do not affect your rights regarding defective, damaged, incorrect, or misrepresented products under applicable law.

3. How to Request a Return

To request a return, follow these steps:

Step 1: Contact Us

Email support@esclela.com with the subject line "Return Request."

Step 2: Provide Your Order Details

Include the following information:

  • Your order number.

  • The email address used to place the order.

  • The product you wish to return.

  • The reason for the return.

If the item is damaged, defective, or incorrect, please include photographs showing the issue.

Step 3: Wait for Return Instructions

Our support team will review your request and provide instructions if the return is approved.

Please do not send items back before receiving return instructions.

Step 4: Ship the Return

Pack the item securely and follow the return instructions provided by our support team.

4. Return Shipping Costs

Customers are responsible for return shipping costs for returns due to personal preference, including changes in size, color, or choice, unless otherwise stated.

If an item arrives damaged, defective, or incorrect, Esclela will cover the reasonable return shipping costs.

Original shipping charges are non-refundable unless required by applicable law.

5. Refund Eligibility and Processing

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method unless otherwise required by law or agreed upon with you.

Refunds will be processed within 5–10 business days after approval.

The time it takes for the refund to appear in your account may depend on your bank, card issuer, or payment provider.

If your refund has not appeared within the stated processing period, please contact us for assistance.

6. Refund Amount

Approved refunds will generally cover the amount paid for the returned product.

Original shipping charges, return shipping costs, and other fees will be handled according to the terms disclosed at checkout, this policy, and applicable law.

Where a return is due to a damaged, defective, incorrect, or misrepresented item, applicable shipping charges and other remedies will be handled in accordance with applicable law.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or contains an incorrect item, please contact us as soon as reasonably possible.

Email support@esclela.com and include:

  • Your order number.

  • A description of the issue.

  • Photographs of the item and packaging, if available.

We will review the issue and work with you to determine an appropriate resolution, which may include a replacement, refund, or another remedy, as applicable.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

8. Exchanges

If you would like to exchange an item for a different size, color, or product, please contact us at support@esclela.com.

Exchanges are subject to product availability and approval.

If an exchange is unavailable, we will explain the available options in accordance with this policy and applicable law.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at support@esclela.com.

We will make reasonable efforts to assist with cancellation requests before an order is processed or shipped.

Once an order has been shipped, it may no longer be possible to cancel it. In that case, you may request a return in accordance with this policy, subject to applicable law.

If an order is canceled after payment has been received, any applicable refund will be processed to the original payment method, subject to applicable law.

10. Late or Missing Refunds

If your refund has been approved but has not appeared in your account:

  1. Check your payment account or card statement.

  2. Contact your bank or card issuer to ask whether the refund is still being processed.

  3. If the refund remains missing, contact us at support@esclela.com with your order number.

We will review the refund status and help you determine the next steps.

11. Consumer Rights

This policy is intended to explain our return and refund procedures.

It does not exclude, restrict, or replace any rights or remedies available to customers under applicable consumer protection laws.

Where applicable law provides additional rights regarding defective, damaged, incorrect, or misrepresented products, those rights will apply.

12. Contact Us

If you have questions about returns, refunds, exchanges, or cancellations, please contact us:

Esclela

  • Email: support@esclela.com

  • Phone: +1 (321) 404-7569

  • Business Address: 24 Herald Dr, Leesburg, FL 34748, United States

  • Customer Support Hours: 9:00 AM–5:00 PM

For faster assistance, please include your order number and a brief description of your request.

Thank you for shopping with Esclela.

Little Moments, Lasting Memories.