Return Policy

Our Commitment to Your Satisfaction
We are dedicated to providing high-quality products that meet the expectations of style, comfort, and durability that you deserve. We understand that shopping online can sometimes present challenges, such as fit, colour, or personal preference. Our return policy is designed to address these situations fairly, efficiently, and with minimal disruption to your experience. We approach every return request with the goal of understanding your concern and finding a resolution that restores your confidence in our products and services.

Return Eligibility
To be eligible for a return, items must be unworn, unwashed, and in the same condition as when you received them, with all original tags and packaging intact. We ask that you do not remove any attached labels or hygiene strips before trying on items, as these are required for a return to be accepted. Products that have been altered, damaged, or stained after delivery are not eligible for return. We also require that items are tried on with care to avoid any marks or odours. Certain categories of items may have specific return conditions, and we encourage you to review the product page for any such restrictions before making a purchase.

Timeframe for Returns
We generally accept returns within a reasonable period from the delivery date, typically around thirty days, to provide you with ample time to assess your purchase. This timeframe allows you to try items at home, compare them with your existing wardrobe, and make an informed decision. If you need to return an item after this period, please contact us to discuss your situation, as we may be able to offer a solution on a case-by-case basis. However, we encourage you to initiate returns as soon as possible to avoid any disappointment.

Condition of Returned Items
We expect returned items to be in a resaleable condition, which means they must be free from any odours, stains, or signs of wear. We reserve the right to refuse a return or to apply a reduced refund if the items show evidence of use beyond simply trying them on. We also require that all accessories, such as dust bags, hangers, or extra buttons, are included with the return. For footwear, we ask that you try on shoes on a clean, soft surface to avoid marking the soles, as scuffed soles may make the item ineligible for return.

How to Initiate a Return
Initiating a return is a straightforward process. You can start by accessing your account on our website and selecting the order containing the items you wish to return. From there, you will be guided through a few simple steps to indicate the items and the reason for your return. If you checked out as a guest, you can also initiate a return using your order number and email address through our dedicated returns portal. Once your request is submitted, you will receive a confirmation and instructions on how to send the items back to us.

Return Shipping Costs
For returns that are due to our error, such as incorrect or damaged items, we will cover the return shipping costs. For returns initiated for other reasons, such as a change of mind or incorrect size selection, the cost of return shipping will generally be your responsibility. We recommend using a trackable shipping method and retaining your proof of postage, as we cannot be held responsible for items that are lost or damaged in transit back to us. We will provide you with the return address and any necessary customs documentation, if applicable.

Exchange Process
If you wish to exchange an item for a different size, colour, or style, we recommend placing a new order for the desired item and returning the original item for a refund. This approach ensures that the item you want remains available while your return is being processed, as exchanges are subject to stock availability and may not always be possible. We will process your return refund promptly, so you can use the funds towards your new purchase. If you have specific exchange requests, our support team is happy to assist.

Refund Processing
Once we receive your return and verify that it meets our eligibility criteria, we will process your refund to the original payment method used for the purchase. Refunds typically take a few business days to appear on your account, depending on your bank or card issuer. We aim to process returns as quickly as possible, but during peak periods, there may be a slight delay. We will send you a confirmation email once your refund has been initiated, so you know when to expect the funds to be returned to you.

Partial Refunds and Restocking Fees
In certain cases, we may issue a partial refund if the item is not returned in its original condition or if it shows signs of wear. We may also apply a reasonable restocking fee for returns that are not due to our error, to cover handling and inspection costs. Any such deductions will be communicated to you clearly before the refund is processed, and we will provide a breakdown of the final refund amount. We believe in transparency and fairness in all our financial transactions.

Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, we sincerely apologise for the inconvenience. Please contact us immediately with your order number and a description of the issue, and include photographs if possible to help us understand the problem. We will arrange for a replacement or a refund without delay, and we will cover all associated shipping costs. Our goal is to resolve such issues as quickly as possible, so that you can complete your purchase with confidence.

International Returns
For international orders, please note that return shipping costs and customs duties may apply. We recommend that you mark your return package as “Returned Goods” to avoid additional customs charges, and we advise against using shipping methods that require a signature for customs clearance. You are responsible for the cost and risk of returning items to us, and we recommend using a trackable service. Refunds for international returns will be processed in the original currency of purchase, and any currency conversion fees will be borne by you.

Returns Without a Receipt
If you have lost your receipt or order confirmation, we will do our best to assist you. We can often locate your order using your email address, name, or other identifying information. However, we may require additional verification to process your return. We advise you to retain your order confirmation emails and to keep a record of your order number for future reference. This will help us serve you more efficiently and expedite any returns or exchanges you may need to initiate.

Policy Exceptions
There are certain types of items that may not be eligible for return due to hygiene or safety reasons. These include items that are intimate in nature or that cannot be resold for health or safety reasons. We clearly indicate any such restrictions on the product page and in our general returns policy, so you are aware of them before making a purchase. Our exceptions are designed to protect the health and safety of all our customers, and we appreciate your understanding.

Customer Responsibility
We ask that you carefully review your order before confirming it, and that you inspect your items promptly upon delivery to ensure you are satisfied. We recommend trying on items with care, keeping all tags and packaging intact, and taking note of our return window and eligibility criteria. By doing so, you can avoid any unnecessary delays or complications. We are here to support you throughout the process, but we also rely on your cooperation to ensure a smooth and efficient returns experience.

Our Commitment to Fairness
We are committed to handling each return and exchange request with fairness, patience, and professionalism. We recognise that every customer’s situation is unique, and we approach each case with an open mind and a willingness to find a reasonable resolution. Our team is trained to listen to your concerns, to provide clear guidance, and to make decisions that balance your needs with our business policies. We value your trust and we are dedicated to making your experience with us positive.

Policy Updates
We reserve the right to update this returns policy periodically to reflect changes in our operations, legal requirements, or industry best practices. Any revisions will be posted on our website with an updated effective date, and we encourage you to review this policy from time to time to stay informed. The terms in effect at the time of your purchase will govern your return request, unless we are required to apply a revised policy by applicable law. We will not apply policy changes retroactively in a way that would disadvantage you without providing prior notice.