Refund policy

At Protea Plaza, each item is made especially for you. Our return policy is designed to be fair, transparent, and straightforward.

Please read the details below before placing your order.

Made-to-Order Items

All Protea Plaza products are made to order once you place an order. This helps reduce waste and allows us to produce closer to our customers worldwide.

Because of this, we do not accept returns or exchanges for:

  • Incorrect size selection

  • Change of mind

  • Personal preference

  • Ordering the wrong item or color

We strongly recommend checking the size guide on each product page before ordering.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, misprinted, or incorrect, we’ve got you covered.

You are eligible for a replacement or refund if:

  • The item has a clear printing error

  • The wrong item or size was received

  • The product arrived damaged

What to do:

  1. Contact us within 14 days of delivery

  2. Include:

    • Your order number

    • Clear photos showing the issue

Once reviewed, we will arrange a replacement or refund at no additional cost.

Refunds

If a refund is approved:

  • Refunds are issued to the original payment method

  • Processing time may take 5–10 business days, depending on your payment provider

Shipping fees are non-refundable, unless the issue was caused by an error on our side.

Exchanges

Because all items are made to order, we do not offer exchanges for sizing or preference changes.

If you need a different size or design, a new order will need to be placed.

Lost Packages

If a package is marked as delivered but cannot be located, we recommend:

  • Checking with neighbors or building management

  • Contacting your local carrier

Protea Plaza is not responsible for packages lost after confirmed delivery.

Incorrect Shipping Address

Please ensure your shipping address is entered correctly at checkout.

If an order is returned to us due to an incorrect or incomplete address:

  • We cannot offer a refund

  • You may place a new order with the correct address

EU Customers – Your Rights

For customers in the European Union, products are covered by a 2-year warranty in accordance with Directive 1999/44/EC, applicable to defective goods.

This does not apply to normal wear and tear or incorrect size selection.

Need Help?

If you have any questions or issues with your order, please contact us through our Contact page or email our support team. We aim to respond within 1–2 business days.

Final Note

We design our policies to be honest, fair, and respectful of both our customers and our production partners. Thank you for supporting thoughtful, made-to-order apparel.