We hope you love your Stray. piece. If for any reason it's not the right fit, you have the right to return your order within 14 days of receiving it, in accordance with EU consumer protection laws.
Your right to return
Your right to return
You may return your order within 14 calendar days of receiving it without giving any reason.
To start a return, head to your account and submit a request from your order page. You have 14 days from delivery to do so.
Once we receive your request, we'll review it and send you the return instructions as soon as possible.
Return conditions
Once we receive your request, we'll review it and send you the return instructions as soon as possible.
Return conditions
Returned items must be:
Unworn and unused beyond what is necessary to inspect them;
In their original condition;
Returned with all original tags attached;
Returned, where possible, in their original packaging.
You are welcome to inspect the item as you would in a physical store. However, if the product shows signs of use beyond what is necessary to determine its nature, characteristics, or fit, we may reduce the refund accordingly.
Return shipping
In their original condition;
Returned with all original tags attached;
Returned, where possible, in their original packaging.
You are welcome to inspect the item as you would in a physical store. However, if the product shows signs of use beyond what is necessary to determine its nature, characteristics, or fit, we may reduce the refund accordingly.
Return shipping
Unless the item is faulty, damaged, or incorrect, the customer is responsible for the cost of returning the item.
We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.
Refunds
We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.
Refunds
Once we receive and inspect your returned item(s), we'll notify you of the outcome.
If your return is approved, we'll issue your refund to the original payment method within 14 days of receiving your withdrawal request. For orders paid by Cash on Delivery, since there is no original payment method to refund to, we will contact you to arrange a bank transfer and will require you bank account details to complete it. However, we may withhold the refund until we have received the returned goods or you provide proof that they have been sent back, whichever comes first.
Please note that your bank or payment provider may require additional time to process the refund.
Original shipping charges will be refunded only where required by applicable consumer protection law.
Damaged, faulty or incorrect items
If your return is approved, we'll issue your refund to the original payment method within 14 days of receiving your withdrawal request. For orders paid by Cash on Delivery, since there is no original payment method to refund to, we will contact you to arrange a bank transfer and will require you bank account details to complete it. However, we may withhold the refund until we have received the returned goods or you provide proof that they have been sent back, whichever comes first.
Please note that your bank or payment provider may require additional time to process the refund.
Original shipping charges will be refunded only where required by applicable consumer protection law.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or you receive the wrong item, please contact us at hello@joinstray.com within 48 hours of delivery with clear photos of the issue. Once reviewed, we'll guide you through the return or replacement process.
We'll make it right as quickly as possible, at no additional cost to you.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different size or product, simply return your original order and place a new one.
Questions?
If you have any questions before submitting a return request, feel free to contact us at hello@joinstray.com. We're always happy to help.