Refund policy

We design slow-fashion pieces in small batches from our atelier in Koh Phangan, Thailand. Each garment is made by hand to last decades, not seasons. If something does not work for you, here is how we make it right.

Before you order — we can tailor for you

Many of our pieces can be adjusted to your measurements (sleeve length, hem, waist). If you have any doubt about fit, please contact us by WhatsApp +66 95 413 3361 or at info.bestplannoplan@gmail.com before ordering. We will reply within 24 hours with a personal recommendation from Elena, or arrange a small alteration before shipping. This consultation is free.

Return window

You have 14 days after receiving your item to request a return.

European Union customers also benefit from the statutory 14-day right of withdrawal under Directive 2011/83/EU.

Eligibility

To be eligible for a return, your item must be in the same condition that you received it: unworn, unwashed, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.

How to start a return

Contact us by WhatsApp +66 95 413 3361 or at info.bestplannoplan@gmail.com. If your return is accepted, we will send you the instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or you receive the wrong item, so that we can evaluate the issue and make it right.

As an extra measure to ensure quality control, we record a short video of your piece at the moment of packing — this helps us resolve any concerns quickly.

Exceptions / non-returnable items

Certain types of items cannot be returned:

  • Custom-made or made-to-measure products (special orders, personalized pieces)
  • Lingerie and intimate apparel
  • Jewelry and accessories (hygiene reasons)
  • Sale items marked Final Sale
  • Gift cards

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

Exchanges

If you would like a different size or color and the item is available, write to us — we will arrange a direct exchange and cover the new outbound shipping from our side.

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

Refund options

Once we receive and inspect your return, we will notify you whether the refund was approved. If approved, you can choose:

  • Store credit (preferred): 110% of the item price as credit toward your next order, valid for 12 months
  • Refund to original payment method: original item price, automatically refunded to your original payment. Please allow some time for your bank or credit card company to process and post the refund

What is not refundable

  • Original shipping charges
  • Any customs duties or taxes paid at delivery (these are remitted to your local tax authority and we cannot reclaim them)

Return shipping costs

  • If the return is due to our error (defective item, wrong item sent, damage in transit), we accept responsibility for all shipping costs related to the return
  • If the return is at your discretion (you changed your mind, sizing issue we did not warn about), the buyer accepts full responsibility for return shipping costs. Approximate return shipping from Europe or North America to Thailand: €30-60

We recommend using a tracked service (UPS, FedEx, your national post EMS) — we cannot process returns lost in transit.

Questions

For any question about returns, contact us by WhatsApp +66 95 413 3361 or at info.bestplannoplan@gmail.com.