Refund policy

 

2. Refund & Returns Policy

At PULPÉ, every piece is hand-finished and shipped from our atelier partners in small batches. Because of this artisanal process, please read our return conditions carefully before purchasing.

14-day return window

You have 14 days from delivery to initiate a return request by email. Requests received after this period cannot be accepted.

Strict conditions for return eligibility

For hygiene and safety reasons (as permitted under EU Directive 2011/83/EU, Article 16e — sealed goods unsuitable for return after delivery if unsealed), the following items cannot be returned once tried on, unsealed, or worn:

  • Bikini bottoms and one-piece swimsuits — the protective hygiene strip must be intact and unbroken. Any bottom returned without the original hygiene strip will be rejected and shipped back to the customer at their expense.
  • Items showing any sign of wear, makeup, fake tan, perfume, deodorant, sun cream, sand, water, or chlorine exposure.

The following items are always final sale and never eligible for return or refund:

  • Sale items, discounted items, items purchased with a promo code of 30% or more.
  • Gift cards.
  • Items marked "Final Sale" or "Limited Edition" on the product page.
  • Bundles and 3-piece sets (partial returns not accepted).

Return shipping costs

  • The customer is fully responsible for return shipping costs, including duties, taxes, and customs fees to our international return address.
  • Returns must be shipped via tracked and insured service. We are not responsible for returns lost in transit.
  • Our return address is located outside the European Union. Expect return shipping to cost €25–€45 depending on origin country.
  • Original shipping fees paid at checkout are non-refundable.

Return process

  1. Email hello@pulpebikini.com within 14 days of delivery with: order number, reason for return, and clear photos of the item with all tags and hygiene strip intact.
  2. If your request is approved, we send you the return address within 3–5 business days.
  3. You ship the item at your own cost via tracked service.
  4. Upon receipt, the item is inspected by our quality team (3–7 business days). If conditions above are met, refund is processed.
  5. Refund is issued to the original payment method, minus original shipping fees and a €4 restocking fee.

Faster alternative — Keep & Save

If your return is due to a minor sizing issue (item is unworn, hygiene strip intact, but doesn't fit), we may offer:

  • A partial refund of 30–50% so you can keep the item (gift it, resell it, or use as a cover-up).
  • This avoids return shipping costs and is processed within 24 hours.
  • Contact us to request this option — it is offered at our discretion.

Defective, damaged, or wrong items

If you received a defective, damaged, or wrong item, contact us within 48 hours of delivery at hello@pulpebikini.com with clear photos showing the issue.

  • We will replace the item free of charge or issue a full refund.
  • We do not require you to return defective items in most cases.

Exchanges

We do not offer direct exchanges. If you need a different size or color, please request a return (under the conditions above) and place a new order.

Refund timing

Once approved, refunds appear on your statement within 5–10 business days depending on your bank or card issuer.

Right of withdrawal (EU customers)

EU customers retain the statutory 14-day right of withdrawal under Directive 2011/83/EU. This right does not apply to sealed hygiene goods that have been unsealed (per Article 16e), which includes all swimwear without intact hygiene strip.