Return Eligibility

To qualify for a return, the item must meet the return requirements below. Consuela may be unable to accept a return if the item does not meet these conditions.

• The return request must be made within 30 days of delivery.
• The item must be unused, unworn, unwashed, and in its original condition.
• The item should include all original tags, packaging, accessories, and included parts when applicable.
• The item must not be damaged, altered, stained, scented, or show signs of use after delivery.
• Customers must contact customer service before sending the item back.

Non-Returnable Items

Some items may not be eligible for return. Non-returnable items include:

• Items marked as final sale, clearance final sale, or non-returnable at the time of purchase.
• Gift cards or store credit, if offered.
• Items that have been used, worn, washed, altered, damaged, or are missing original packaging or accessories.
• Items returned without contacting customer service first.
• Any item that does not meet the condition requirements listed in this policy.

How To Start A Return

Please do not send your return to any address before contacting customer service. A fixed return address is not displayed on this page because return instructions may vary by order.

Return Shipping Cost

Consuela offers 30 Days Free Returns for eligible items. After your return request is reviewed, customer service will provide the correct return instructions and return details.

If an item is sent back without approval, without following the provided return instructions, or outside the return window, the return may not be accepted.

Refund Process

Once your returned item is received and inspected, we will review whether it meets the return eligibility requirements. Approved refunds are processed within 3–15 days after the returned item is received and inspected.

Refund timing may also depend on your payment provider or financial institution after the refund has been issued.

Exchanges

If you would like to exchange an item, please contact [email protected] before sending anything back. Include your order number, the item you received, and the item you would like instead.

Exchange availability may depend on current inventory. If an exchange is not available, our customer service team will help review the next available option.

Damaged Or Wrong Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at [email protected]. Include your order number, a description of the issue, and clear photos of the item and packaging when helpful.

Please keep the item and packaging until our customer service team reviews your request and provides the next steps.

Final Sale Rules

Items marked final sale, clearance final sale, or non-returnable at checkout are not eligible for return or exchange unless the item arrives damaged, defective, or incorrect.

If you are unsure whether your item is eligible, contact customer service before starting a return.

Contact Information

For return questions, exchange help, damaged or wrong items, or refund status, please contact Consuela customer service:

Email: [email protected]

Please include your order number and the email address used at checkout so we can help you more efficiently.