Returns & Exchanges Policy

How to Return or Exchange an Item

All returns and exchanges must be submitted through our online returns portal. We are unable to process returns or exchanges requested via email or social media.

When submitting your request, you must:

  • Enter your order number with a hashtag (#) at the beginning (for example: #12345-RW1).
  • Clearly select the item or items you are returning or exchanging.
  • If requesting an exchange, specify the exact product and size you require.

Requests that are incomplete or unclear will not be processed and may be delayed.

Exchange Limits

  • Exchanges are strictly limited to the same number of items originally purchased.
  • One item ordered = one item eligible for exchange.
  • Two items ordered = up to two items eligible for exchange.
  • Exchanges are subject to stock availability at the time of processing.

If your requested exchange item is unavailable, a refund will be issued automatically. We are unable to hold stock for exchanges.

Returns Label & Posting Your Item

  • Return labels must be downloaded from the returns portal.
  • Once a label has been generated, the item must be posted within 48 hours.
  • Items not posted within this timeframe may be rejected by the system.
  • Returns typically arrive at our warehouse within 2 to 3 working days after posting.

Items must be returned in suitable packaging. Damaged or incomplete returns may be refused.

Delivery vs Processing (Important)

Courier delivery confirmation does not mean your return has been processed.

Please note:

  • We do not receive notifications when a parcel is delivered.
  • Returns only appear in our system once they have been checked in by our warehouse.
  • Warehouse check-in and inspection can take 7 to 10 working days from delivery.

For this reason, we are unable to investigate returns that are still within this processing window.

Refunds

  • Refunds are issued only after your return has been received, inspected and approved by our warehouse.
  • Please allow 7 to 10 working days from warehouse delivery for processing.
  • Contacting customer support before this timeframe has passed will not speed up your refund.

Refunds are issued to the original payment method used at checkout.

Exchanges

  • Exchanges are processed within 7 to 14 working days from warehouse check-in.
  • Once processed, your replacement item will be dispatched automatically.
  • You will receive a confirmation email once your exchange has shipped.

We are unable to provide exchange updates while your return is within the processing timeframe.

Before Contacting Customer Support

To help us assist you efficiently, please only contact customer support if:

  • Your return has been delivered to our warehouse and more than 10 working days have passed without an update.
  • Your exchange has not shipped after 14 working days from warehouse check-in.

Enquiries outside these timeframes will be referred back to this policy.