Refund Policy

Refund requests must be submitted within 24hrs of receiving an order.

Once a returned item is received, Quel's Shop will inspect it to confirm that it meets our return conditions. Customers will be informed whether the refund has been approved or declined.

Approved refunds will be processed using the original payment method, where possible. Please allow approximately 3–10 business days for the funds to reflect, depending on the payment provider or financial institution.

Original delivery fees are non-refundable unless:

• The wrong item was delivered.
• The item arrived damaged.
• The item had a confirmed manufacturing defect.

Quel's Shop will not issue refunds for:

• Items that have been worn, washed, stained, altered or damaged after delivery.
• Items returned without their original tags or packaging.
• Change-of-mind requests submitted after the return period.
• Incorrect sizes selected by the customer, although an exchange may be offered where stock is available.
• Sale or clearance items marked as final sale.

Where an exchange is requested, the replacement item will be subject to availability. If the requested item is unavailable, the customer may select another item of equal value, receive store credit or receive an approved refund.

For damaged or incorrect orders, customers should contact Quel's Shop within 24 hours of delivery and provide clear photographs or videos of the item and packaging.

Refund and exchange requests can be submitted through our DMs.