Customer Service

Returns & Exchanges

To us, no order is complete until you are fully satisfied. You have 14 days to return or exchange an item for a different colour or size, if it’s the same price or less. We’ll give you a full refund within 30 days (or refund the difference, if any, in the case of exchanges) by the same method you used to pay. Please contact our customer service if you need a new return slip. Kindly note that items bought online cannot be refunded or exchanged in any of our stores.

Holiday season

Over the festive season we’ll be extending the amount of time you have to exchange or return your items. Items bought online from December 1 until December 24, 2016 can be returned until January 31, 2017.

Please ensure that all items are returned clean, unworn and have all of their tags and original packaging. Shoes must be returned with their original boxes. For hygiene reasons underwear briefs, pierced jewellery, make-up and skincare products cannot be returned or exchanged. Swimwear briefs and swimsuits can only be returned or exchanged if the sanitary liner strip is intact. Naturally any faulty items can be returned. Any non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and will be sent back to you.


HOW TO RETURN OR EXCHANGE AN ITEM

1. Pack your garment in the original plastic bag and box. We try to keep waste to a minimum, so please consider the environment and re-use our packaging as much you can.

2. Fill in the returns note using the return codes, e.g. ‘1. Too small’, and if applicable, the details of the new size or colour that you would like in exchange. Put the note inside the parcel.

3. Peel off the pre-paid FedEx label and attach it to the parcel over the prior delivery information. Using the label provided will guarantee a refund in the event of loss during delivery to our warehouse. If the full parcel is returned, the shipping charge will be deducted from your refund once your return has been accepted.

4. Drop of your package at a FedEx authorized ship center or FedEx office. Contact FedEx to find your nearest FedEx drop-off location (1.800.GoFedEx/1.800.463.3339 or www.fedex.com) You can also leave the package at your place of employment if you have a FedEx ground pick-up there. If a pick-up is scheduled with the FedEx customer service, the customer must pay the pick-up cost.

Please note that all returns must be shipped from the same country they were purchased from and that the return fee is $6.

Once your package reaches us, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

This information is only valid for orders delivered to the US.

You can reach our Customer service team at +1 855 825 8122. They are happy to help if you have any questions about your return. Open 08.00–21.00 Mon–Sun EST