Our Terms and Conditions
This document also outlines our standard policies for the majority of activities in the Estilada store including things like our refund policy, pre-order policy, shipping terms, payment terms etc. Additional contracts or terms may apply in specific cases.
If any aspect of this set of terms and conditions is unclear, please contact us as we’d be more than happy to assist with clarification.
Last Updated: 9th November 2019
Who we are:
Registered in Thailand as Estilada Co.,Ltd. and in Australia as Estilada Pty. Ltd., we are a team of designers, marketers and tech experts, pulling together decades of experience to create a platform that truly elevates local Asian designers to the international business landscape by providing photography and models, marketing support, customer service, storage and logistics management, payment processing and brand and business strategy.
Unlike other online shopping platforms that leave you to manage the hard parts of business – providing only a self-serve shopping platform – Estilada is a boutique online shop-front which partners exclusively with high-growth potential brands using a unique positioning and sales strategy.
Instead of having to fight with 5,000 competitors operating out of China and India producing low quality knock-off designs that compete with your brand, we deal only with hand picked products that allow us to leverage our paid marketing activities to elevate all of our brands in a truly unique win-win business model.
We are currently based in Thailand and Australia, with future plans to expand to the USA, Indonesia, Malaysia, Singapore, Vietnam and Hong Kong shortly.
Although we are incredibly selective with the brands that we work with, if you’re a designer or small business owner looking to grow your fashion or cosmetic brand internationally; please get in contact with us.
As we collect both personal and payment information from users; at all times, use of this website is only by permitted users over 18 years of age.
Where you are accessing this website outside of our home jurisdiction, the ruling law of the Kingdom of Thailand shall warrant all access terms, and if your current jurisdiction does not allow access or interaction with our system for any reason whatsoever; please cease all activity and contact us to have any collected personal data removed.
Item Stock Status:
Due to a variety of reasons, we cannot guarantee that items marked “in stock” are still available as our Brands operate across multiple channels and it’s possible that items are not in sync if logistics are being handled directly by a Brand.
Because of this, stock status should be taken as an indicator and not a guarantee; we will confirm that stock is ready to go when processing your order after receiving it.
We offer pre-orders which are cases where Brands are in the middle of producing additional stock, or where they provide customisation services (such as custom sizing, colors or finishes) or other limited product options.
Whilst we will require taking your payment up-front as a deposit for each pre-order, we’ll let you know as soon as we have an update with regards to your order and process as quickly as possible.
Typically we expect most brands to process additional stock within 5 business days, but in cases where there are longer wait times a member of the Customer Support team will be in touch.
Prior to processing your shipment, you may cancel your pre-order by contacting us.
Once we have processed your product then our usual cancellation and refund policy will apply.
We accept a variety of modern payment methods including PayPal, Credit Card, Credit Card Installments, True Money Wallet, Alipay, Bank Transfer and Line Pay.
When making a payment with us, we will consider this permission to immediately charge your payment method and process the order on your behalf.
All of our payment methods require that you provide identifying information and we will use this to verify all payments.
If we are unable to verify your identity in connection with your payment method we may decide to place your order on hold until such time as we can be certain that you are who you say you are.
This may result in delays to processing your order, so please be sure to provide accurate information as much as possible.
We use industry standard encryption for all payments including off-site processing via fully PCI-DSS compatible third party processors.
This means that sensitive payment data is not stored on the Estilada website; reducing the possibility for security issues and requiring that Customers take direct action (including technology like OTP verification and manual bank transfers using third party wallets) before any payments may be processed.
We believe that this is a fantastic compromise between security and convenience that places the onus of payment on the Customer, whilst significantly reducing the likelihood of security issues.
We are a company registered in Thailand, and therefore we charge VAT in order to remit this on your behalf to the Thai government.
Where purchases are made outside of Thailand, you will be VAT exempt but may be subject to customs duties, taxes or other charges outside of our control depending on your home jurisdiction and government policies.
Once we have received your order we are not typically required to provide a refund and will begin to immediately process your order.
In the case of a damaged item or an incorrect item being sent please contact us immediately for a solution in the form of a refund or an exchange. You may use our official LINE account or phone number for convenience.
We will require that you return the item back to us at your expense in new condition, unopened, with all tags and packaging in-tact.
Under no circumstances will we accept returns for a product because you have changed your mind or for any other reason outside of the above.
At the same time, we want you to be confident with your purchasing decision, so if you are not happy please contact us and we’ll do our best to leave with you a mutually beneficial solution.
If you need to cancel your order please contact us immediately.
Once we have begun processing your order it may be too late to cancel with our dispatch partner, meaning that our normal refund policies will apply.
We strive to be as flexible as possible with cancellations but please keep in mind that we are incredibly efficient with our warehousing and logistics system so please contact us immediately for a solution.
Refusal of Service:
We reserve the right to refuse to provide our services to anyone at any time, for any or no reason at all.
When you make a purchase with us, we will immediately begin to process your order within our warehouse.
We currently provide shipping to all of Thailand where DHL, Kerry Express or SCG provide service.
We will automatically calculate the shipping price for your particular order based off the information that you provide during checkout. If this is found to not be correct, we may need to revise your costs so please be sure that you are selecting the accurate address.
We use Express shipping services as standard and will automatically select the best combination of cost and speed in order to remove an extra step from the checkout.
When you enter in your address we’ll automatically query our connection to Google for a valid Thai address. Due to limitations of street organisation and lack of consistency in shipping zones across Thailand, your address may not appear – in which case you should provide the manual address as best as possible.
If there are further issues, we may contact you via LINE or telephone directly.
Shipping Delay and Indemnity:
As we are using third party delivery services to provide our shipping service, you understand and agree that their performance is out of our control.
Whilst our partnerships are with well-known high quality couriers, at the end of the day this third party service is responsible for delivery once your order has left the warehouse.
In the majority of cases, this should be an incredibly smooth process with fast and efficient delivery to your doorstep.
However, in some cases it may be possible that there are unforeseen delays which could be due to a variety of reasons including, but not limited to, weather conditions, national emergencies, natural disasters, flooding, or incorrect customer information.
We’ll do our best to keep you updated with regards to any of these issues, but can only refer you to our shipping partners for further information about your package status.
Shortly we’ll be launching a dynamic shipment tracking system where you will be able to receive instant updates about your package.
When this goes live, we will update this system with all shipping updates as they arrive to us.
Whilst we will do our best to make sure these updates are accurate; understand that we are passing on the updates from our third party shipping partners and there is no guarantee that this information is complete or accurate and we make no guarantee to this.
This tracking system will be provided as a convenience factor, but of course you may contact us any time for a member of our Customer Service team to assist you.
As we expand our network of warehouses and customer support services we will provide strategic roll-out of international shipping.
For the moment, we are just focused on the regions available within our checkout system.
If you are after international shipping, we may be able to assist with this on a per-order basis.
We have relationships with all Brands available on Estilada, and this may cover things such as branding, product exclusivity, shipping and logistics partnerships and marketing partnerships.
In all cases, we are authorised to represent and provide the products and services.
Depending on the Brand, we may or may not handle the warehouse and logistics directly, but our shipping policies will continue to apply.
Please contact us with regards to any issues that you may have regarding your product as we are the first port of call for orders taken under that Brand name within Estilada.
We are not able to provide support for any enquiries relating to purchases made outside of Estilada; please contact the brand owner directly and consider making your next purchase with us in order to take advantage of streamlined shipping, exclusive product lines and high quality customer service.
We are authorised to represent and refer to all Brands on our website.
We also produce all photography, marketing and social media content.
This means that all content on our website either falls within copyright or trademark context of Estilada, or one of our Brand partners.
Unauthorised use of our content, or our partners’, trademarks, or any other intellectual property, will be prosecuted to the full extent of the law and we reserve the right to claim any commercial, brand or reputational damage via any legal process available to us.
Updates To The Site Terms:
We may occasionally update the Site Terms.
When we do this and have made material changes to the policy we will provide you with a prominent notice within the Service or by providing notification via Email.
Because these updates may affect your usage of the Services, please ensure that you read any and all notices carefully and get in contact with us via the Live Chat or via Email if at any time you do not agree to these terms.
Your continued use of any of our Services including accessing the website, reading emails or in any way shape or form continuing to interact with the platform will indicate that you have read and agree to these terms and conditions.