Refund policy

Last Updated: September 9, 2026

We offer a 14-day return policy. If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. You may also cancel your order before it has been shipped.

For orders delivered in separate parts, the withdrawal period generally begins when you receive the last item in the order.

How to request a return or cancellation

Use our online self-service return page: https://account.steiny.eu

  1. Enter the email address used for your order and click Continue.
  2. Enter the six-digit verification code sent to your email.
  3. Select the order and click Request return.
  4. Select the item(s) you wish to return, choose a reason, and click Request return.

For orders that have not yet shipped, you can use the same page to request cancellation.

If you cannot use the online service, contact us at hello@steiny.eu.

Return conditions

For hygiene reasons, we cannot accept the return of underwear that has been opened or used where the statutory hygiene exception to the right of withdrawal applies. Please get in touch if you have questions or concerns about your specific item.

For other eligible returns, the item must be returned in the same condition in which you received it, unworn or unused, with tags attached and in its original packaging where applicable. You will also need your receipt or other proof of purchase.

You are responsible for the direct cost of returning an item unless it is defective, damaged, incorrect, or applicable law requires otherwise. You are responsible for any diminished value caused by handling beyond what is necessary to inspect the item.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@steiny.eu.

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 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Exchanges

Currently we do not offer size exchanges on the same product or for another product of equivalent price. If you wish to exchange your product, please return the unsuitable product and place a new order on our website.