Return & Refund Policy
What is covered, the unboxing video we need, and how we put things right.
If your order arrives faulty, damaged, wrong or with something missing, we send you a new, complete item free of charge. Two conditions apply to every claim: email us within 7 days of delivery, and send an uncut, unedited unboxing video. Without the video, or after 7 days, we are not able to help.
1Film your unboxing
The video is a condition of every claim. It shows us exactly what arrived, so we can approve a reship without back-and-forth.
Your video must
- Start before the parcel is opened, with the sealed parcel and its shipping label in view
- Be one continuous take - no cuts, pauses, edits or filters
- Show every item that came out of the parcel
- Show the fault, the damage or what is missing, clearly
We cannot accept
- A video that has been cut, joined or edited
- A video that starts with the parcel already open
- Photographs alone, without a video
- A claim sent more than 7 days after delivery
Keep the item and its packaging until we have replied. If the file is too large to attach, send a link instead - Google Drive, Dropbox or an unlisted YouTube video are all fine.
2How to make a claim
- 1Within 7 days of delivery
Email us
Write to support@desiyaaro.com with your order number, what is wrong, and the unboxing video (attached or as a link).
- 2Within 1 business day
We review it
We watch the video and reply to confirm the claim, or to ask for anything that is unclear.
- 3Free of charge
We reship
A new, complete item - or the missing piece - is prepared and sent to you at our cost, with a new tracking number.
- If we cannot reship
You are refunded
If a replacement is no longer available, we refund that item to your original payment method within 5 business days.
Please do not post anything back unless we ask you to. If we need the item returned, we email you a prepaid return label - you never pay to send back a faulty, damaged or wrong item. Returns do not go to our Kalispell office - it is an office and cannot receive parcels.
3What is covered
We reship free when
- The item arrived faulty or defective
- It was damaged in transit
- We sent the wrong item, size or colour
- An item or a part is missing from the parcel
Not covered
- Change of mind, or a size that does not fit when we sent the size you ordered
- Claims made more than 7 days after delivery
- Claims without an uncut unboxing video
- Anything worn, washed, altered, dry-cleaned or stitched - including a blouse piece that has been cut
| Faulty, damaged, wrong or missingReported within 7 days, with video | Changed your mindDoes not suit, wrong size ordered, no longer needed | |
|---|---|---|
| What happens | We reship A new, complete item at our cost | Not accepted |
| Return postage | None for you - if we need the item back, we send a prepaid label | - |
| If a replacement is unavailable | Refund of that item within 5 business days | - |
| Restocking fee | None | - |
4Refunds and cancellations
Want to cancel before it ships?
Email support@desiyaaro.com straight away. While the order is still being prepared we cancel it and refund you in full, shipping included. Once it has been handed to the carrier it can no longer be cancelled.
When a refund is due
If we cannot fill your order, or cannot reship an approved claim, we refund to your original payment method within 5 business days and email you when it is issued. It usually shows on a card in 3-10 business days, faster on PayPal.
Parcel lost or never arrived?
That is a delivery problem rather than a claim: see If something goes wrong in our Shipping Policy. Email us within 7 days of the delivery scan and we take it up with the carrier.
Your statutory rights: nothing in this policy limits any right you have under the consumer protection law of your state or under US federal law.
Claims questions
Why do you need an unboxing video?
It is the only reliable record of what arrived and in what condition. With it we can approve a reship quickly; without it we have no way to check a claim, so we cannot accept one.
I did not film the unboxing. Can you still help?
We are sorry, but no - an uncut unboxing video is a condition of every claim. Please film your next parcel from before it is opened.
Can I return something because it does not fit or I changed my mind?
No. We only replace items that arrive faulty, damaged, wrong or incomplete. Please check the size guide and the product details before you order.
I found the problem on day 8. Is that too late?
Yes. Claims must reach us within 7 days of delivery - that is why it pays to open and film your parcel as soon as it arrives.
Do I have to send the faulty item back?
Only if we ask. If we do, we email you a prepaid label, so it costs you nothing.
Do you charge a restocking fee?
No, never.