Return & Refund Policy

How to return an item, who pays for what, and when your refund arrives. Full terms are in our Terms and Conditions.

Your 14-day right to cancel

You may cancel your order within 14 days of receiving it, without giving any reason. The 14 days start the day you, or someone you nominated (other than the carrier), receive the goods. If your order arrives in several parcels, the 14 days start from the day the last parcel is delivered.

To cancel, send us a clear message — by email or post — that you wish to return your order. Sending the message before the 14 days are up is enough to keep the deadline.

How to start a return

1. Email hello@birdiestore.at with your order number, the items you want to return, and (for size exchanges) the size you would like instead.
2. Pack the goods in their original condition, with all tags attached, in the original packaging where possible.
3. Send the parcel to our Vienna shop within 14 days of telling us you are cancelling. Including a copy of your order confirmation or invoice helps us process your return faster, but it is not required.

Return address

Who pays for return shipping

EU customers

You arrange and pay for the return shipping. Once we receive your parcel, we refund the item price together with the original outbound shipping cost (standard delivery only — any premium upgrade you chose is not refunded).

Non-EU customers

Return shipping is at your own expense. Any customs duties, import taxes, or other charges incurred to send the parcel back to us are also your responsibility. The original outbound shipping is not refunded.

Please mark the return parcel clearly as “RETURNED GOODS” on the customs declaration to avoid being charged duty when the parcel re-enters the EU.

How long refunds take

We refund within 14 days of receiving your return — or sooner. We use the same payment method you used for the original order. We may hold the refund until the goods are back with us, or until you have shown proof of sending them, whichever happens first.

Condition of returned items

Items must be unworn, with all tags attached, and in their original packaging where possible. You may try a piece on indoors, the way you would in a fitting room. Wearing it outdoors, removing labels, or washing it may reduce the value of the goods, in which case we may apply a deduction.

Items that cannot be returned

• Items made to your specifications or clearly personalised for you.
• Individual pieces from a set, where only part of the set is being returned.
• Sealed items that, for hygiene reasons, are not suitable for return once the seal is broken — typically underwear and swimwear.

Size exchange

If you would like a different size in the same item, email hello@birdiestore.at. If your size is in stock, we will reserve it. You return the original to our Vienna shop at your own cost (within 14 days of the size-change request), and we ship the new size to you at no extra delivery charge once we have received and inspected the original. Your 14-day right to cancel is not affected.

Damaged or faulty items

If your order arrives damaged or with a defect, please contact us as soon as possible at hello@birdiestore.at with your order number and a photo of the issue. You may return the item to the address above.

For confirmed faults, we will refund the full price of the goods, plus the original outbound shipping and any return shipping you paid. We may first offer to repair or replace the item; you can ask for a price reduction or full refund where the law allows.

When risk passes to you

Risk for loss or damage passes to you only when your order is delivered to you, or to a person you nominated (other than the carrier). Until then, the goods are at our risk in transit.