Refund policy

Returns & Refunds

Return window
You may request a return within 15 days of receiving your order.

Condition
Items must be in the same condition as received: unworn, unused, unwashed, with all tags attached and in the original packaging (including dust bags, accessories, spare buttons). Shoes must be tried on indoors.

How to start a return
Email carlosorts@yjrstore.com with your order number, item(s), and reason. If approved, we will send you return instructions and, where applicable, a return label.
Returns without prior authorization will not be accepted.

Return address
Plaza Tetuán 15, 46003 Valencia, Spain
(Please do not send anything before receiving authorization.)

Return shipping & fees
Unless the item is faulty or incorrect, the customer is responsible for return shipping costs. If we provide a prepaid label, its cost will be deducted from your refund. Original shipping fees are not refundable except as required by law (see EU cooling-off below).

Packaging & responsibility
Please pack returns securely. You are responsible for the parcel until it reaches us. We recommend a trackable service.

Damages & issues

Inspect your order upon delivery. If an item is defective, damaged, or incorrect, email carlosorts@yjrstore.com within 48 hours of receipt with photos. We will make it right under the legal guarantee of conformity (see below).

Exceptions / non-returnable items

For hygiene and safety, we cannot accept returns of:

  • Underwear, socks, swimwear, and face masks once unsealed or worn.

  • Grooming / personal care products once opened.

  • Customized / made-to-order items.

Gift cards are non-refundable.
Note: Discounted items are not excluded from your statutory right of withdrawal in the EU (see below).

Exchanges

For the fastest resolution, return the item and place a new order once your return is accepted. If you prefer a like-for-like size exchange, request this in your email and we will confirm availability.

European Union — 14-day cooling-off

If your order is shipped into the EU, you have the right to cancel (withdraw) within 14 days from delivery, without giving any reason.

  • Notify us at carlosorts@yjrstore.com within 14 days to exercise your right.

  • You then have 14 additional days to send the goods back.

  • Items must meet the condition requirements above.

  • We will refund the product price and the standard delivery cost you originally paid (if any). Supplemental delivery fees (e.g., express) are not refundable.

  • Return shipping is at your cost unless the item is faulty or incorrect.

  • We may withhold the refund until we receive the goods or you provide proof of shipment.

Excluded categories (e.g., unsealed hygiene items, customized goods) follow EU law.

Refunds

Once your return is received and inspected, we will confirm approval. If approved, we issue a refund to your original payment method within 5–10 business days. Your bank or card issuer may require additional time to post the funds.
If 15 business days pass after approval without the refund posting, contact carlosorts@yjrstore.com.

Duties & taxes: Import duties and taxes paid are non-refundable by us. You may be able to claim them back from your local customs authority.

Legal guarantee (EU)

In the EU, consumers benefit from a legal guarantee of conformity (minimum 2 years). If a product is defective or non-conforming, contact us; we will provide the appropriate remedy (repair, replacement, or refund) in line with applicable law.