Refund policy

ESTELA — RETURNS & REFUNDS

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

Returns Window

You may request a return within 14 days of receiving your order.

Eligibility

To be eligible for a return, items must be:

  • Unworn and unused
  • In original condition
  • Returned in original packaging, including box and dust bags
  • Accompanied by proof of purchase

We recommend trying shoes on a soft surface to avoid marks.

Full-Priced Items

Full-priced items are eligible for:

  • Refund
  • Size exchange (free of charge)

All sale and promotional items are final sale and cannot be returned unless faulty.

How to Return

To request a return, please email:
info@estelastudio.com.au

Once approved, you will receive return instructions.

Returns sent without prior approval will not be accepted.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item is faulty.

We recommend using a tracked service, as Estela is not responsible for lost or damaged returns.

Faulty Items

If your item arrives faulty, please contact us within 48 hours of delivery with photos.

In line with Australian Consumer Law, you are entitled to a repair, replacement, or refund for major faults.

Refunds

Once your return is received and approved:

  • Refunds are processed to your original payment method
  • Please allow 3–5 business days for processing

Shipping costs are non-refundable.

Exchanges

We offer free size exchanges on full-priced items. If your shoes don't fit, request a size exchange within 14 days of delivery by emailing info@estelastudio.com.au with your order number and the size you need. Once we receive your original pair back in original condition (unworn, with original packaging including box and dust bags), we'll ship your new size to you free of charge. Return shipping for the original pair is the customer's responsibility; we recommend using a tracked service. Exchanges are subject to stock availability — if your size isn't available, we'll offer a refund instead. This currently applies to size exchanges only; we're not yet able to offer style or colour exchanges.

Need Help?
For any questions, please contact:

info@estelastudio.com.au