Return policy

We wish to provide you with a serene and transparent shopping experience. If your order does not bring you complete satisfaction, you may request a return in accordance with the conditions specified below.

Return period

We accept return requests within 30 days of receiving your order.

After this period, we will unfortunately no longer be able to accept return requests, unless applicable legal provisions provide for different protection.

Return eligibility conditions

To be eligible for a return, the item must:

  • be in its original condition
  • not have been worn, used, washed, or altered
  • retain all its original tags
  • be returned in its original packaging
  • show no signs of use, deterioration, or excessive handling
  • be accompanied by proof of purchase or the order number

Any product returned incomplete, damaged, worn, or failing to meet these conditions may be refused.

How to request a return?

Before any return, you must imperatively contact our customer service at the following address:
contact@strayona.com

Please indicate in your request:

  • your first and last name
  • your order number
  • the item(s) concerned
  • the reason for your request
  • photographs if the item is defective or received damaged

After validation of your request, we will provide you with the necessary instructions to proceed with the return.

Returns must be sent to the following address:
2 rue de chanteloup, 91180 Saint Germain

Any package returned without a prior request may be refused.

Return shipping costs and labels

When a return is accepted, shipping details will be provided by our customer service.

When justified, particularly in the case of a defective, damaged, or incorrect item, a return label may be provided to you.

In other cases, any return shipping costs may remain the responsibility of the customer according to the conditions applicable to the order.

We recommend using a shipping method with a tracking number and keeping your proof of postage until your return has been fully processed.

Damaged, defective, or incorrect items

We invite you to check your order upon receipt.

If your item is:

  • damaged
  • defective
  • incomplete
  • or different from what was ordered

contact us promptly at contact@strayona.com specifying your order number and attaching photographs showing the issue.

After verification, we will offer you the most appropriate solution: replacement, exchange, or refund, depending on the situation.

Exceptions and non-returnable items

For reasons of hygiene, safety, or due to their nature, certain products may be excluded from returns, notably:

  • personalized or made-to-order products
  • perishable products
  • certain personal care or beauty items when opened or used
  • items showing signs of use
  • dangerous products or those containing substances subject to special restrictions
  • gift cards

In case of doubt regarding the eligibility of an item, we recommend that you contact us before proceeding with the return.

Sale items

Certain special conditions may apply to items purchased on sale or with a discount.

However, these conditions do not limit the legal rights that the consumer is mandatorily entitled to.

Exchanges

Do you want a different size, reference, or item?

Contact our customer service so we can advise you on the appropriate procedure.

The fastest way may be to return the concerned item and then, after return validation, place a new order for the desired item.

Right of withdrawal in the European Union

For eligible orders shipped within the European Union, you have, in accordance with applicable regulations, a legal period of 14 days to inform us of your decision to withdraw.

This period generally runs from the receipt of the order.

The returned item must be kept in a condition allowing it to be inspected and must comply with the conditions applicable to returns.

Certain product categories may be excluded from the right of withdrawal in accordance with current regulations.

Refunds

Once your return is received, we will inspect it.

We will then inform you by email of the acceptance or refusal of your refund.

When the refund is approved, it is processed via the payment method used during the order.

Refunds are generally processed within up to 10 business days after validation.

Please note that your bank or payment institution may require additional time before the refund appears on your account.

If more than 15 business days have passed since the confirmation of your refund, contact us at:
contact@strayona.com

Contact us

For any questions regarding your order, a return, an exchange, or a refund:
Email: contact@strayona.com
Return address: 2 rue de Chanteloup, 91180 Saint-Germain, France