Politica di rimborso

Merchant details: Euneque (trade name of Hird Unipessoal LDA, VAT/NIF PT517335298). Registered office: Rua Cidade da Beira 92 1ESQ, 1800-068 Lisboa, Portugal. Email: hello@euneque.com. Phone/WhatsApp: +351 928 412 282.

At a glance

• Return window: 14 days from delivery to request a return.
• Returns cost: Free on approved returns (we provide a prepaid return label). 
• Refund method:
  • Non-personalised items → original payment method.
  • Personalised/custom items → store credit (voucher/gift card) valid for 2 years.
  • Defective/damaged items → original payment method (even personalised/custom items)
• Refund timing: We process refunds within 5 business days after inspection; your bank may take up to 10 additional days to post the refund.

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@euneque.com. 

How to start a return (step-by-step)
1) Email returns@euneque.com with your order number and the item(s) you want to return.
2) We confirm eligibility and email you: (i) a return label (where available), and (ii) the return address/instructions.
3) Pack the item in its original packaging with tags attached and drop it off using the provided instructions.
4) Once received and inspected, we process your refund/store credit within 5 business days.

Return authorization & return address: Returns must be requested and approved before shipping anything back. If accepted, we will email you a return label (where available) and the return address/instructions. Items sent without prior authorization will not be accepted.

If we can’t generate a prepaid label for your location, we’ll still cover return shipping for approved returns by providing instructions and reimbursing the cost of standard tracked return shipping upon receipt of proof of postage.

Free returns for all markets we ship to (approved returns): We offer free returns for approved returns in all markets we ship to.

Undeliverable / refused / missed deliveries (processing fee): If a parcel is returned to us due to (a) an incorrect or incomplete delivery address provided at checkout, (b) refusal of delivery, or (c) repeated failed delivery attempts because the recipient was unavailable, we may deduct a €50 processing fee from any reshipment, refund, or store credit to cover carrier return charges and handling. You may choose: (a) reshipment, or (b) refund/store credit. We won’t apply this fee if the return is due to a carrier error that is outside your control. To avoid issues, please double-check your delivery address and ensure someone is available to receive the parcel. Contact us immediately if you notice an error.

Wrong or damaged items: If you receive the wrong item or your item arrives defective/damaged, we will offer (at your choice) a replacement at no extra cost or a refund to the original payment method.

For personalised items the money is refunded in store credit (via voucher or Euneque gift card valid for 2 years). 

For non-personalised items, approved returns are refunded to the original payment method.

Once received and inspected, refunds are processed within 5 business days. Your bank/payment provider may take an additional 10 days to post the refund.

Where store credit applies, we issue a store-credit voucher by email within 5 business days. The voucher is valid for 2 years, can be used once or across multiple purchases as stated on the voucher, and is non-transferable.

No restocking fee for approved returns.

For policy purposes, “personalised” means any product that is made to your specifications or clearly customised at your request, beyond selecting a standard product in a standard size.

A product is considered personalised/custom if any of the following apply:

• Made-to-measure / measurement changes (e.g., sleeve length, body length, shoulder adjustments, custom fit changes)
• Custom pattern or design modifications (e.g., changing collar type, pocket placement, silhouette changes)
• Monogramming, engraving, or any permanent custom marking
• Special-order materials sourced specifically for you (e.g., a leather/colour/lining not in the current catalogue)
• Any non-standard combination that requires custom cutting, pattern adjustment, or non-reusable production decisions

Important: Items purchased directly from our website catalogue (Women/Men collections) are not considered personalised/custom, even if they are made-to-order. An item becomes personalised/custom only when you request changes (measurements/design/materials) by email and we confirm those changes in writing.

How “personalised/custom” affects refunds: If an item is considered “personalised/custom” (as defined above), approved returns are refunded as store credit. If an item is not personalised/custom, approved returns are refunded to the original payment method.

You can always contact us for any return question at hello@euneque.com. 

Taxes, duties & import charges (refunds): Where duties/taxes are included at checkout (DDP), any approved refund covers the amounts paid at checkout for the returned items.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If we sent the wrong item or your item arrives defective/damaged: we will offer (at your choice) a replacement at no extra cost or a refund to the original payment method, regardless of whether the item is personalised/custom.

Returns that don’t meet conditions: If returned items are received in a condition that does not meet the eligibility criteria (e.g., worn/used, missing tags, damaged due to misuse, or not in original packaging), we may refuse the return or, where permitted by law, apply a reduced refund reflecting any loss in value. We will contact you before finalising any decision.

Exceptions / non-returnable items
Products marked as final sale at the time of purchase are not returnable. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

• Personalised/custom goods notice: If a product is made to your specifications or clearly personalised, the statutory right of withdrawal may not apply. Personalised/custom items are only created when you request customisation by email and we confirm it in writing (for example: measurements, design changes, or special-order materials). Orders placed directly through our website catalogue in a standard size are not considered personalised/custom. Where the statutory right does not apply, our voluntary returns terms above (including the personalised-items store-credit rule) will apply. 
• Made-to-order vs personalised (EU withdrawal clarity): Many items are made after purchase (“made-to-order”). If you order a standard product in a standard size (not made to your specifications), our standard return rules apply. If your item is made to your specifications or clearly personalised (custom measurements/design/materials sourced for you), the statutory withdrawal right may not apply where permitted by law.

Last updated: Dec 27, 2025.

These website and policies may be available in multiple languages for convenience. In the event of any inconsistency, the English version will prevail except where mandatory law requires the local-language version to prevail.