Thank you for ordering from our Online Boutique
Querencia will replace or refund any product purchased from the online Boutique that does not conform to your expectations, provided that you submit your request within 30 days from the product delivery date. The date is determined by the courier tracking system. For this purpose, terms and conditions explicated in Terms & Conditions apply.
1) Eligibility Window
— You may return or exchange items within 30 calendar days from the date your order is delivered.
— To initiate a return or exchange, you must provide proof of purchase (order number and email used for the order).
2) Condition of Items
—Items must be in new, unused condition, with all original packaging, labels, hang tags and care instructions intact.
— Any signs of wear, odor, damage, alteration, or laundering will void eligibility for return or exchange
3) Non-returnable / Final Sale Items
Some items cannot be returned or exchanged. These include, but are not limited to:
— Items marked as final sale, clearance, or non-returnable at the time of purchase.
— Customized, personalized, or monogrammed items.
— Intimate apparel or undergarments (if applicable), unless defective.
— Any item that hygiene or safety regulations make impossible to accept once used.
4) Return & Exchange Process
To return or exchange an item, please follow these steps:
a. Contact Querencia’s Customer Care via email at atelierquerencia.us@gmail.com or through our Orders & Returns page to request a Return Authorization. Include your order number, item(s) to be returned/exchanged, and reason.
b. Once approved, you will receive a Return Authorization Number (RAN) and instructions on how to ship the item back.
c. Use the original packaging if possible. Remove any previous shipping labels or tags. Pack securely to avoid damage in transit.
d. Querencia will cover all return shipping costs for approved returns and exchanges.
5) Refunds & Exchanges
— If approved, refunds will be processed to the original payment method within 7-10 business days after Querencia receives and inspects the returned item.
— For exchanges: once the returned item is approved and processed, we will ship the replacement item. Querencia covers shipping for the replacement.
6) Defects, Damage or Incorrect Items
— Please inspect your order upon delivery. If you believe you received a defective, damaged, or incorrect item, contact us immediately. We may request photos/documentation.
— If verified, Querencia will cover return shipping and arrange for a full refund or replacement.
7) Shipping Restrictions
— Returns must ship from a valid U.S. address.
— We currently do not accept returns shipped from outside the U.S.
8) Other Provisions
— Querencia reserves the right to refuse a return or exchange if the above conditions are not met.
— We may refuse returns with missing tags / packaging or signs of wear/alteration.
— In some cases of limited runs or collections, additional rules may apply, which will be clearly indicated at the time of purchase.
9) How to Contact Us
If you have questions about returns, exchanges, or this policy:
— Email: atelierquerencia.us@gmail.com
— Via our website’s Contact Us or Orders & Returns page.