The first exchange is completely free of charge. To be eligible, the item must be returned in perfect condition, in its original packaging, and with all tags intact. You have 15 days from the receipt of your order to request an exchange.

You can request a return through our Exchange & Return Portal. Once you select the return option, you’ll receive an email with your return label and step-by-step instructions. 

1. Print the return label. 
2. Place the item in its original packaging. 
3. Attach the label to the box. 

You can then choose between: 

• Drop-off at a pickup point 
• Home pickup 
• International return 

Once we receive and verify your item, your refund will be issued using the same payment method. 

 Please note: 

• Items purchased in-store must be returned or exchanged directly at our Madrid store ( C/ Claudio Coello 97, 28006 Madrid). 

Your first exchange is completely free of charge. 

For returns, a small shipping fee will be deducted from your refund: 

• Spain & Portugal: €5.95 for drop-off at a pickup point, or €8.00 for home pickup. 
• International: €10 within the European Union, or €20 outside the EU. 

Please note: if you return more than one item, an additional fee of €3 per item will apply, proportional to the total number of garments returned. This policy is intended both to promote more sustainable shopping habits and to help prevent abuse of the return service.  

Once we’ve received and inspected your return, we’ll process your refund using the same payment method you used for your purchase. The timing may vary depending on your bank or payment provider, but in most cases the amount will appear in your account shortly after the return is approved.

Each order must be registered separately in our Exchange & Return Portal, as each return label is linked to a specific order. 

You can place items from both orders in one parcel, but please ensure that: 

• Each order is correctly registered in the portal. 
• All return labels are included. 

This helps our team process your returns quickly and without delays. 

If you wish to return or exchange an item from outside the European Union, please follow these steps: 

1. Prepare the return documents 

• Include the original sales invoice inside the package. 
• Complete a return invoice and a DUA (Single Administrative Document) for customs clearance. 
• Clearly state “RETURNED GOODS” on all documents to avoid additional duties or taxes. 

2. Attach the return label 

• Securely place the shipping label on the outside of your parcel. 
• Make sure that the documents (return invoice + DUA) are attached in a clear plastic sleeve or envelope on the outside of the package, as required by customs. 

3. Ship your return 

• Drop off the package at your chosen courier office or schedule a pick-up, depending on the service you select. 
• We recommend using a trackable service to ensure safe delivery. 

4. Confirmation and refund 

• Once we receive and verify your return, we will process the exchange or refund. You will receive a confirmation email once it has been completed. 

Please note: returns from outside the EU may take longer due to customs procedures. Duties and taxes already paid are non-refundable. 

You can request a size or item exchange through our Exchange & Return Portal. Simply select the item and the new size or product you’d like. Once your request is confirmed, you’ll receive an email with a prepaid shipping label and detailed instructions. 

Exchanges are completely free of charge. You can also make your exchange in person at our store:   C/ Claudio Coello 97, 28006 Madrid. 

If you receive an incorrect or defective item, please contact our Customer Service team as soon as possible at info@byan.es, including your order number and photos of the product. We will arrange a free return or exchange so you can receive the correct item in perfect condition.

Yes! We ship to destinations all around the world. Delivery times and shipping costs vary depending on the destination, which will be calculated at checkout..

• Mainland Spain: Delivery in 24 hours  
• Canary Islands, Ceuta & Melilla: Delivery in 48 hours (Express Saver)  
• Portugal: Delivery in 48 hours (Standard) – 24 hours (Express Saver)  
• European Union: Delivery in 2–5 days (Standard) 24 hours (Express Saver)  
• Rest of Europe (including UK): Delivery in 3–5 days (Standard) – 24 hours (Express Saver)  
• America: East Coast delivery in 24 hours Rest 48–72 hours (Express Saver)  
• Rest of the World: Delivery in 48–72 hours

Once you place your order, you’ll receive an order confirmation email. When your order is processed and shipped, we’ll send a shipping confirmation with a tracking number so you can follow your delivery in real time. 

If you haven’t received any confirmation, please check your spam folder or contact our Customer Service with your order number. 

Once your order has been shipped, you’ll receive a confirmation emailcontaining a tracking number. Use this number to track your delivery directly on the courier’s website.

You can pay using Visa, Mastercard, Amex, Maestro, and UnionPay. We also accept PayPal, Apple Pay, and Google Pay. 

Additionally, you can choose to pay in 3 interest-free installments through Scalapay. 

Free shipping on orders over 300€. 

• Spain (Peninsula): 5.95€ 
• Canary Islands, Ceuta & Melilla: 10.95€ 
• Portugal: 9.95€ 
• European Union (rest): 15.95€ 
• Rest of Europe (including UK): 29.95€ 
• America: 39.95€ 
• Rest of the world: 44.95€ 

Yes. Orders shipped outside the European Union may be subject to customs duties and import taxes upon arrival in your country. These charges are the customer’s responsibility. 

If the duties or taxes are not paid and the package is returned to us, the related costs will be deducted from your refund. 

At Byan, we respect careful production times and do not believe in mass production. Each model is crafted in very limited quantities to preserve its uniqueness, so every person who owns a BYAN piece has something truly special. 

If an item shows as out of stock, it may be because the current batch has sold out, but more may be on the way as we continue production according to our schedule. 

However, once the planned production for a model is complete, that item will not be restocked, ensuring that each piece remains exclusive. 

We highly recommend signing up for the "Back in Stock" notification, so you’ll be informed immediately if the item becomes available again. 

We appreciate your patience and understanding as we create high-quality, unique pieces for our customers. 

Yes, we offer digital gift cards that can be purchased online and sent directly to the recipient by email. They can be redeemed on our website for any product, and there are no additional fees or expiration dates.

Each product page includes a detailed size guide with exact measurements to help you choose the right fit. Our items generally run true to size. 

If a product does not follow the standard sizing, you will find a note underneath each size chart with our recommendation on whether the item runs small or large, so you can adjust your choice accordingly. 

For coats and blazers, if you are between two sizes, we generally recommend choosing the larger size. Since these items are designed to fit true to size, taking the larger size ensures extra comfort if you plan to wear thicker layers underneath during winter. 

If you’re still unsure, our Customer Service team will be happy to advise you personally at info@byan.es. 

You can reach us through the live chat available on our website or by email at info@byan.es. Our team will be happy to assist you with any questions regarding your order, returns, exchanges, or product information.