FAQ

FREQUENTLY ASKED QUESTIONS

RETURNS AND REFUNDS

How do I return my item?

• You must contact us within 7 days of delivery date / receiving your goods
• Items must returned back to us within 14 days from the date of delivery
• Visit our Returns Centre 
• Enter your order number and email address to start
• Follow the instructions and select the items you want to return
• Once your request is approved, you will get a confirmation email with shipping guidelines
• If you do not contact us within 7 days of receiving your goods, and / or 14 days have gone by since the date of your delivery, we are not able to accept returns or give refunds for your order.

Can I exchange my item?

• You must contact us within 7 days of delivery date / receiving your goods
• Items must returned back to us within 14 days from the date of delivery
• Product exchanges are allowed on selected products - see exceptions below
• Visit our Returns Centre 
• If the exchange request is approved, return your item to us, and we will send you a replacement item once we have received your returned item. 
• We are unable to refund products due to obvious malicious damage 
• Only one exchange per product 
• Once orders have been shipped, we are unable to refund orders that may be delayed by shipping carriers due to Covid-19
• If you do not contact us within 7 days of receiving your goods, and / or 14 days have gone by since the date of your delivery, we are not able to accept returns or give refunds for your order.

All returns and exchanges must:

• Be reported to us within 7 days of delivery date / receiving goods
• Be returned back to us within 14 days from the date of delivery
• Be in an unworn / unused and re-sellable condition
• Be in the original packaging with all the tags intact

Exceptions - what items are not refundable?

 The following items cannot be returned or refunded:

• Gift cards
• Personalised products
• Jewellery
• Lingerie, swimwear or face masks
• Sample Sale, Preloved and discounted items
• Items that have been worn, used or maliciously damaged

The item I received is defective or damaged - what should I do?

• In the rare event your purchased product is defective or faulty, you must contact us within 7 days of the delivered date
• Be returned back to us within 14 days from the date of delivery
• Visit our Returns Centre
• If your item is accepted as a defective, it will be either refunded in full, or replaced with the same size, colour, style as originally purchased. 
• Sample Sale and Preloved items are sold as seen and cannot be returned; any defects will be clearly pointed out on the product page before buying.

What are the refund options?

The following refund options are supported:

• Refund to the original payment method
• Refund to store credit (if applicable)

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

My Item has not been delivered, or has been delivered to the wrong address - what should I do?

We ship to the shipping address as given by the customer at point of checkout. Our products are shipped securely via tracked mail services and as such we are not responsible for undelivered packages, inaccurately delivered items or stolen parcels. In the unlikely event this should occur, you will need to make a claim with delivery company.