At STRENA, your well-being is our priority. Since our products undergo international logistics and storage processes before reaching you, we recommend washing your garments or gently cleaning your accessories with a soft cloth before their first wear. This simple, preventative step helps remove any residue from transit, ensuring your skin is protected from potential sensitivities or irritation. We want you to enjoy your new pieces with complete confidence, freshness, and peace of mind from the very first moment.

Refund Policy

1. Overview

We have a 5-day return policy, which means you have 5 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

2. Mandatory Return Process

To start a return, you must contact us at info@strenastore.com.

Important Notice regarding Return Shipping:

• Prior Authorization Required: Any item sent back to us without first requesting a return and receiving formal authorization will not be accepted.
• Prohibited Return Addresses: Our return addresses vary depending on the item and the reason for the return. Do not send your return to the original shipping address/sender's address displayed on your package, as these facilities are not equipped to process customer returns.
• Liability: Strena Store is not responsible for any items, shipping costs, or refund eligibility if the package is sent to an unauthorized address. Once your return request is accepted, we will provide you with the specific instructions and the authorized shipping address to ensure your return is processed correctly.

3. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and take the necessary steps to make it right.

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

• Perishable goods (such as food, flowers, or plants).
• Custom products (such as special orders or personalized items).
• Personal care goods (such as beauty products).
• Hazardous materials, flammable liquids, or gases.
• Sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

5. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As stated above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

7. Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@strenastore.com.

Our orders are processed within 1 to 3 business days. We offer two shipping options so you can choose the one that best suits your needs:

• Standard Shipping: Estimated delivery within 8 to 20 business days (Free).
• Express Shipping: Estimated delivery within 3 to 7 business days (Additional cost).

You will receive a tracking link via email as soon as your order is shipped.

Yes, we offer international shipping exclusively to Colombia and Mexico. The shipping fee for these destinations is $80 USD. Please note that delivery times may vary depending on local customs processes in each country, which are the sole responsibility of the customer.

Keeping track of your order is simple! You can track your package in three different ways:

• Email: Once your order is shipped, you will receive an email with a direct link to our website, where you can view your order status in real time.

• Shop App: You can follow your package through the official Shop app, where our store is fully integrated.

• Personal Account: If you created an account when making your purchase, simply log in to our website to view your order details and tracking status at any time.