Shipping policy, returns and exchanges

SHIPMENTS

Our products can be sent to any national or international location.

All orders will be processed within 24 to 48 business hours from the moment the purchase is made. The delivery time will be 24 to 72 business hours once the shipment has been processed for domestic shipments.

Custom orders or pre-order products will have a longer delivery time, as previously notified during the purchase process.

International shipment delivery times may vary depending on the carrier, approximately 15 days from the shipment date.

Therefore, from the moment the purchase is confirmed, you will receive your order within a maximum of 15 business days at your home or at the collection point, depending on the delivery option chosen during the purchase process. These deadlines are subject to exceptions for reasons beyond our control.

Shipping costs are subject to the rates contracted with Correos Express and UPS.

RETURNS

The JUAN VG team wants our customers to be satisfied with their purchases and to have full confidence in us. For this reason, we will facilitate the return process at all times if they are not satisfied with the product. Returns are accepted within Europe only.

The return period extends up to 15 calendar days from the moment the product is received. Within this period, the customer must contact the JUAN VG team by email at info@juanvgdesigner.com, informing us of the products they wish to return and the reason.

Once the request is received, a link will be provided to fill in the necessary details:

• Complete the form sent through the link.
• Print the generated label and attach it correctly to the properly packed package.
• Take it to the nearest corresponding office within the next 3 days, or notify us if you prefer home collection, to facilitate pickup by the courier.

The return request date applies at the time the customer contacts us. We always try to respond as soon as possible — if you have written to us within the 15-day period and receive our answer later, there would be no problem. The return will be accepted if the rest of the conditions are met.

The product must arrive in perfect condition, unused, and in the same condition and packaging in which it was sent (labels, protective materials, etc.).

Once the return has been received at our warehouse and it has been verified that all steps have been followed correctly, the amount paid for the returned products will be refunded, minus the cost of return shipping. This does not apply to items with manufacturing defects — in these cases, the return shipping will be free.

We want to clarify that for handcrafted pieces, irregularities in color, shape, or finish will not be considered manufacturing defects, as this is part of our brand's philosophy — we seek to escape perfection and believe that each piece has its own personality.

The refund will be processed as soon as possible once we have received the product within the return period and in the same condition as purchased.

Custom-made garments are not accepted for return.

JUAN VG reserves the right to reject a return if the specified conditions are not met. If this occurs, the customer will be notified that the order is not eligible for return.

For shipments outside of Europe, returns are not accepted due to shipping costs, customs, and other associated fees.

CHANGES

Exchanges cannot be made directly. To exchange a product, you will need to return the unwanted item following the steps explained above, and then place a new order for the desired product.

Returns of products that are damaged or in poor condition will only be accepted at the time of receipt. The seller is not responsible for damage resulting from use or general wear of the product.