Refund policy

Return & Exchange Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Please note: As we currently operate without an online shop and process orders manually, returns are only possible for an exchange or store credit. Cash refunds are not available.

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. Sale and promotional items are excluded from returns. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at now@upsters.at or call us at +43 676 9499929. Please note that returns must be sent to the following address:

Upsters
Währinger Straße 128
1180 Wien
Austria

If your return is accepted, we’ll provide instructions on how and where to send your package. Please note that return shipping costs are the responsibility of the customer. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at now@upsters.at.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and find a solution.

Exceptions / Non-returnable Items

Unfortunately, we cannot accept returns for:

  • Sale or promotional items

  • Gift cards

  • Items not in original condition or packaging

Please contact us if you have any questions about a specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (for store credit or exchange), and then make a new purchase with your credit.