RETURNS & REFUNDS
What is your returns policy?
- Items must be returned within 30 days of receipt
- Items must be undamaged
- Items must have all tags attached and be in original packaging
Do you offer free returns?
Unfortunately, we do not offer free returns. Any returns cost will be at your own expense. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
What if my product is faulty?
We are sorry to hear you have received a faulty product. No problem ! Send our customer service team an email within 30 days of purchase at firstname.lastname@example.org with images of the faulty product and we will be in touch to resolve the issue.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we’ll advise on next steps.
How long does it take to process my return?
We aim to process your return as soon as possible, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s), please contact us at firstname.lastname@example.org , with the proof of postage information from your return carrier receipt and we will be investigate this further.
How can I track the status of my return?
For any refund or return related procedures, it is mandatory to email us first at email@example.com. We will provide you with specific instructions on which warehouse to send your returns/ refunds to. As soon as your return has been received by our warehouse team, you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Late or missing refunds (if applicable)
f 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 at firstname.lastname@example.org