Refund policy
Your Right to Cancel (EU 14-Day Cooling-Off Period) If your order is shipped within the European Union, you have the right to cancel your order and return your item(s) within 14 days of receiving them, for any reason and without needing to justify it. If your order is delivered in multiple parcels or instalments, this 14-day period runs from the day you receive the last item in that order. To exercise this right, simply notify us at hello@laetestudio.com within that 14-day window (an order number and a brief statement that you wish to cancel is enough). You then have a further 14 days to send the item(s) back to us.
If you cancel under this right, we will refund the full price you paid, including the standard delivery cost you originally paid (excluding any extra cost if you chose a non-standard, faster delivery option), within 14 days of receiving the returned item(s) or, if earlier, of you providing proof that you've sent them back. We may make a deduction from the refund if the item shows handling beyond what's reasonably needed to check its nature, characteristics, and function (comparable to how you might handle an item in a physical shop) — but we won't refuse a refund outright solely on this basis. Return shipping costs are your responsibility unless the item is defective, damaged, or incorrect.
To start a cancellation or return, log in to your account at https://account.laete.ch and follow the return instructions there. You can also reach us at hello@laetestudio.com before sending an item back — this helps us confirm the return address and keep track of your parcel, but it is for logistics only and is not a precondition for exercising your legal right to cancel.
Faulty, Damaged, or Incorrect Items Please inspect your order on arrival. If an item is defective, damaged, or not what you ordered, contact us at hello@laetestudio.com as soon as possible, ideally within 7 days, with your order number and photos, so we can resolve it quickly. This is a practical timeframe for a fast fix — it does not limit your separate statutory legal guarantee of conformity, which entitles you to a repair, replacement, price reduction, or refund for products that are faulty or not as described for up to two years from delivery, under Belgian and EU law.
Optional Exchanges (Beyond the Legal Right) If you'd prefer a different size or color rather than a refund, contact us at hello@laetestudio.com within 14 days of receiving your order. Exchanges are subject to availability and require the item to be unworn, unwashed, with tags attached, and in its original packaging. Once we receive and inspect the item, we'll ship the replacement; if your requested size or color isn't available, we'll issue a refund instead, in line with the section above. Return shipping costs for exchanges are your responsibility unless the original item was defective or incorrect. This exchange option is offered in addition to, not instead of, your legal right to cancel above — you're free to request a refund under that right instead if you prefer.
Non-Returnable Items Gift cards are non-returnable. Items that have been worn beyond trying them on for fit, washed, or altered may not be eligible for a full refund under the exchange program above, though this does not affect your legal right to cancel and receive a refund (subject to any deduction for excess handling) or your statutory rights for faulty goods. We do not offer exchanges or goodwill returns on final sale items, but your legal 14-day right to cancel still applies to these as it does to any other order.
Refunds Once we receive your returned item, we'll inspect it and notify you of the outcome. Refunds are issued to your original payment method within 14 days of receiving the item back (or of you providing proof of return shipment, if earlier). It may take additional time for your bank or payment provider to post the refund. If more than 14 days have passed since we received your return without a refund, please contact us at hello@laetestudio.com.