Refund & Cancellation Policy
Refund & Cancellation Policy
It is our goal to endeavor that you receive your orders in a timely manner. All orders placed with us are shipped using DHL courier services. Following shipment, we shall provide you with a tracking reference to be used on DHL’s website, should you wish to track your order. If you do not receive an email from us, please contact us at firstname.lastname@example.org.
Orders shall be processed and dispatched within fourteen (14) business days following receipt of payment. In the event of any unreasonable delay, or limitations regarding stock, we will contact you through your provided contact details.
Our garments are made-to-order based on customised measurements and therefore exchanges or refunds (collectively “Returns”) may only be offered subject to eligibility. Products must be:
- in the condition that they were received; and
- in the original packaging that they were received.
Products that we suspect have been altered by you or a third-party shall not be permitted for Returns.
Returns are permitted within seven (7) business days from the date of purchase. Items will not be permitted for returns following the expiry of the seven (7) day period.
You must arrange for the return of the product and contact us at email@example.com for the mailing address. Any shipping cost, customs and duty charges incurred for returning an item must be paid for by you, and in the event of a refund, the cost of return shipping, customs and duty charges will be deducted from your refund.
Depending on your location of residence, the time taken for the product to reach us and for an exchanged item to reach you may vary. We do not guarantee that we will receive your returned product and you should consider using a shipping service with tracking capabilities or purchasing shipping insurance.
Items are only replaceable as part of an exchange if they are damaged or defective, upon receipt by you. If a return is made for an exchange of the same product, contact us at firstname.lastname@example.org to receive further instructions.
Refunds, if applicable, will be processed once a returned product is received and inspected, where we shall notify you of our receipt of the product and our approval or rejection of the refund. If approved, the refund will be processed to your debit/credit card, or original mode of payment, within thirty (30) days of us receiving the returned product.
Returns on the grounds of a buyer’s personal preferences, including, but not limited to, buyer’s changing their minds regarding buyer provided measurements, buyer’s changing their minds regarding a purchase, shall not be exchanged or refunded. Any further queries regarding our Return Policy should be addressed to us at email@example.com.
Cancellation of an Order
If you wish to cancel an order following payment, you shall have a period of 24 hours to cancel and reverse a transaction. Cancellation requests after the 24-hour period shall not be permissible.