Returns and Refunds Policy
We strive to deliver you the best quality and value when you shop with us. In certain circumstances, you may want to return some items. Please read this Policy before making a purchase, so that you understand what you can expect from us in the event that you are not happy with your purchase.
Received a defective/incorrect item?
We're sorry to hear this! In the unlikely event that you've received a defective/incorrect item, please get in touch with our customer care team at email@example.com and we will get this sorted out for you right away!
Do you offer returns and refunds?
Yes, in the unlikely event that you've received a defective/incorrect item we are happy to take back the product and issue you a full refund of your purchase. To initiate your Return/Refund request, please email our friendly customer care team at firstname.lastname@example.org within 14 days of receiving your order. In your email, please provide the following information:
- A reason for your Refund/Replacement request.*
- Pictures/videos that support your reason.*
Our customer support team will review your Refund/Replacement request and will aim to provide a resolution within 7 business days. To avoid additional delays, please ensure your Refund/Replacement request includes all required information listed above.
Change of Mind
If you change your mind or simply want to exchange an item that doesn't fit, you may return your item(s) and we will issue you with a Store Credit equivalent to the price you paid for the item(s). We will not be responsible for covering the return shipping fee.
To be eligible for a Change Of Mind Return or Exchange, items must be:
1. In the original condition.
2. Unwashed, unused and unaltered.
Used products, or products damaged by the customer will not be eligible for a Change of Mind Return or Exchange.
How do Change of Mind Returns and Exchanges work?
- Request your return by emailing email@example.com within 30 days of receiving your order to initiate a Change of Mind Return or Exchange. Please include a reason for the return and pictures/videos of the product that support your reason.
- If your return request is approved you will receive a Return Authorization Number (RAN) and the address of the closest warehouse where you can mail the product you would like to return. All Change of Mind Returns/Exchanges must be approved by us before you post the item(s).
- To assure your store credit, please use a trackable mail service, we will not be responsible for lost or missing packages.
- Upon the receipt of your package, store credit equivalent to the price you paid for the item will be applied to your store account. You can easily register your store account here for free.
Please do not return your package to any address indicated on the shipping label of the package received. We cannot be held responsible if packages are returned to the wrong address.
Store credit will only be applied to your store account once we have received the item.
You will be responsible for the shipping costs related to return item(s) unless if you received wrong or defective item(s). If the item you received was defective, damaged or not what you ordered please contact our customer care team at firstname.lastname@example.org
Late or missing refunds
We issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
How long does delivery take?
All orders ship within 2 - 5 business days and take 5 - 20 business days to arrive depending on where you are located. If your order hasn’t arrived in the estimated delivery times, please contact our support team at email@example.com
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Can you provide me with a tracking number?
All tracking number will be emailed to the customer as soon as the tracking information becomes available. If you have not received it within 5 business days of placing your order, you can contact us.
I've entered the wrong shipping address, can I change it?
If you entered the wrong shipping address at the checkout, you will have the ability to change it for 6 hours. You can edit your shipping address on the Order Confirmation page. On the Order Confirmation page, click the "edit" button which is displayed next to your shipping address and enter your new address.
You can view the Order Confirmation page by clicking "View my Order" in the Order Confirmation email that was sent to your email address you provided at the checkout.
If it has been over 6 hours since you confirmed your order, please contact us and we will do our best to help you. However, we can't promise anything. If your order has already entered the shipping process, we won't be able to stop it.
We should not be responsible if you entered an incomplete and/or incorrect shipping address.
Can I cancel my order after it has been placed?
Unfortunately, we are unable to cancel your order once it has been processed and/or shipped.
- Buyer no longer wants the items - this is the most common example which we cannot honour if we want to continue offering great value. The buyer should make sure they want to buy the items before submitting an order, not after.
- Buyer found items cheaper somewhere else - Buyer should be confident that they are ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with us to purchase all items in that order.
Can I edit my order after it has been placed?
If you accidentally chose the wrong size or colour, please contact us immediately at firstname.lastname@example.org and provide us with your order number and the size/colour changes. We will do our best to make these changes, however, we can't promise anything.