Please note that we can only accept your goods if they are sent back in accordance with this policy.
The back goods must be unwashed, unworn with all labels and tags left attached and undamaged. You must please try the garment when you are not wearing fragrance, deodorant, or make-up to avoid leaving marks or scents. Goods will not be accepted if they are sent back in any other condition.
Accessories and tailored, customized or personalized goods are strictly non-exchangeable.
As long as you send the goods back to us in accordance with the Conditions of Exchange Items, We will process an exchange within 14 working days of receiving the goods (not including delivery time). We only accept exchanges once and do not accept returns/refunds.
You have 03 days from the date of delivery to contact us to request an exchange. Any items sent for exchange must be in accordance with the Conditions of Exchange Items. Please follow the process for Exchange Policy to send back the products to us.
Once received at destination, exchanges will be processed within 14 working days. If the new item costs less or more than the original item, then you will either receive a coupon or a new charge for the difference. You will be notified via an e-mail to proceed with the remaining amount before proceeding with the exchange delivery.
If taxes and/or duties are incurred for your parcel, you will be responsible to cover the fees before delivery can proceed.
Please contact our customer care to start the exchange process. Our friendly staff will quickly review your request and respond with further instructions on how to proceed. Please include the following details in your message:
- Order number.
- Proof of purchase.
- Video / photo of the products in their current condition.
- Your complete delivery address.
- Contact phone number.
You may send goods bought online back by post. Items bought online cannot be sent back in-store. Please make sure you send back the goods in accordance with the Conditions of Exchange Items above - we will not be able accept items that are sent back in an unsuitable condition. Please also note that you are responsible for the delivery costs of the back items unless you are returning a defective product.
To initiate an exchange, you have 03 days from the date of delivery to follow the steps below.
1. Contact us via the email your used to place the order and provide: the order number, the products you want to exchange, the reasons why you want to exchange the products (e.g. sizing problem). We will reply with exchange instructions including an address within 1-2 working days.
2. Send back the products you would like to exchange via a carrier of your choice. We would like to recommend using a reputable carrier such as DHL to make sure your package is handled properly. We are not responsible for dealing with your selected carrier in case the back products arrive damaged or get lost.
3. Contact us via the email you used to place the order and provide: the order number, the proof of postage of your delivery, a working tracking number, and the replacement item(s) you want.
Please note that you need to provide the send-back tracking number within 48 hours from when we reply to the exchange instruction. If not, we're right to discard your exchange request.
Upon receiving the parcel, our quality assurance team will inspect the items and confirm whether they fit our Conditions of Exchange Items.
If the Conditions of Exchange Items are NOT met, we will inform you via the email you used to place your order. You have 03 days from the date of the email to inform us if you want us to deliver the items back to you. If you decide to forego the items or fail to reply within 03 days, we reserve the right to discard the items and consider the exchange request complete.
If the Conditions of Exchange Items are met, we will inform you via the email you used to place your order that the exchange starts to be processed. In case you do not provide us with the needed information to process the exchange, your exchange request will be closed after 30 days from the send-back arrival date. We reserve the right to discard the items and consider the exchange request complete.
Please note that you will be responsible for the delivery costs and we will let you know the amount to be paid and how to pay it BEFORE the items are dispatched.
If the item you wish to exchange is of higher or lesser value than the new item you'd like to receive, the exchange process will proceed as follows:
You will be responsible for any price difference.
- If you choose an item of higher value for the exchange, you will be required to pay the difference.
- If the new item is of lesser value, we will provide store credit for the balance.
- Any store credit issued will be valid for 6 months from the date of issue.
***The balance is only issued to your Store Credits as a Discount Code or Gift Card. This type of credit can be used to place the next order in our store; however, this credit is only available after we have received your send-back item(s), implemented a quality control procedure and calculated delivery costs & taxes (if any).
We reserve the right to modify or update this Exchange Policy at any time. Any changes will be effective upon posting on our website.
By making a purchase on our website, you acknowledge and agree to abide by this Exchange Policy.