Scope and General Approach

This policy offers a broad overview of the way return, refund, exchange, and damage-related requests are handled in connection with orders placed through the service. It is written deliberately at a general level rather than as an exact description of every possible case.

The practices described here are intended as guidance. Actual handling may vary depending on the nature of the item, the circumstances of the request, and the region involved, and matters are generally reviewed case by case where appropriate.

Return Window and Basic Conditions

Broadly speaking, a return request may be submitted within roughly 30 calendar days after delivery. To be considered for review, an item would ordinarily need to meet a few general conditions:

• The item is unused, unwashed, and in a condition suitable for resale
• Original packaging, tags, and labels are retained where reasonably possible
• The item is not one that was marked as a final-sale product at the time of purchase
• The return shipment is dispatched before the relevant window comes to an end

Customised or personalised items generally fall outside this process, unless they arrive damaged or show a clear manufacturing defect.

How to Submit a Return Request

A request can usually be started in three general steps:

1. Contact Support Submit a request through the support options made available inside the service. Including the order reference and a short description of the reason usually helps the review move along.
2. Receive Authorisation The request is reviewed and, where it applies, authorisation details together with further instructions on sending the item back will be provided.
3. Pack and Send Once the details have been received, pack the item securely and send it to the address provided during the process. Keeping the original packaging is recommended where possible.

Return shipping costs are generally borne by the buyer, except where the issue lies with the item or the way the order was handled. Using a tracked service is strongly recommended, as it reduces the risk of loss in transit.

Refund Handling Time

After a returned item has been received and reviewed, an approved refund will normally be issued back to the original payment method.

• Funds typically take around 7 to 12 business days to become visible
• Actual timing depends on the bank or payment provider involved
• Original outbound shipping charges are generally not returned, except where the issue lies with the item itself

Exchanges

Where the same product is wanted in another size, colour, or variant, an exchange may generally be requested within the standard window.

• Eligibility: the item should remain unused, with original tags and packaging retained where applicable
• Process: the same general workflow described above applies
• Fulfilment: after the returned item has been reviewed, the requested variant is dispatched where stock allows

Items Generally Outside This Process

For reasons relating to hygiene, safety, or the way certain products are handled, the categories below normally sit outside the scope of return and refund requests:

• Customised, engraved, or personalised products
• Physical and digital gift cards
• Intimate apparel and swimwear, unless unworn with all tags intact

Further Assistance

If anything in this policy needs clarifying — whether it concerns return conditions, refund timing, or an exchange request — support can be reached through the contact options made available inside the service. A reply is normally provided within a reasonable timeframe during regular operating hours.