Your satisfaction with every purchase is our utmost goal. Should you find yourself less than fully content with the items you’ve received, please take a moment to review the comprehensive return and refund guidelines outlined below—we’re committed to making the process as smooth as possible.
1. Eligible Return Period
You are entitled to submit a return request within 30 calendar days from the date your order is successfully delivered to your designated address. Regrettably, we are unable to process refund applications once this 30-day window has elapsed, as this ensures we can maintain the quality of our merchandise for all customers.
2. Return Qualification Criteria
To ensure your return is processed efficiently, the items being returned must meet the following conditions:
- Remain in an unworn, unwashed, and undamaged state—free from any signs of use or alteration
- Retain all original tags, labels, and branding elements that were attached at the time of purchase
- Be packed in their original packaging (where applicable), such as product boxes or dust bags, to prevent damage during transit
For reasons of hygiene and product integrity, certain items are excluded from our return policy. This includes merchandise marked as “final sale” and intimate apparel, as these products cannot be safely resold once opened or worn. All such non-returnable items will be clearly indicated on their respective product detail pages prior to checkout, so you can shop with full awareness.
3. Exchange Guidelines
At this time, we do not offer direct size or color exchanges for purchased items, due to the dynamic nature of our inventory and the need to ensure order accuracy.
If you wish to secure a different size, color, or style, we recommend two simple steps: first, initiate a return for the original item in accordance with our return policy; second, place a new order for the desired product. This approach allows us to process your request quickly and ensures you receive the new item as soon as possible.
In cases where an item is verified to be defective (e.g., stitching errors, fabric flaws) or incorrectly shipped (a result of our fulfillment error), our team reserves the right to offer either a replacement of the same item (if available) or a full refund, based on your preferences and product availability.
4. Return Shipping Responsibility & Costs
The responsibility for return shipping costs varies depending on the reason for the return, as outlined below:
- If the return is due to a defective item, a manufacturing fault, or an error on our part (such as shipping the wrong product), we will cover all return shipping expenses. Where available, we will also provide a prepaid return label to simplify the process for you.
- For returns initiated due to a change of mind—including instances like ordering the wrong size, deciding the style isn’t suitable, or no longer needing the item—the customer bears the cost of return shipping. Additionally, original shipping fees paid at the time of purchase are generally non-refundable, unless the return is a direct consequence of our error.
5. How to Initiate a Return
To avoid delays in processing, please do not ship items back to us without prior authorization. Instead, follow these steps:
- Send an email to our customer service team at [email protected], including your unique order number and a clear, detailed explanation of the reason for your return.
- If the item is defective, be sure to attach high-resolution photos that clearly show the issue (e.g., a close-up of a tear or faulty zipper). This helps our team assess your request more efficiently.
- Our customer service team will review your request within 1-2 business days, confirm whether your return is approved, and provide you with step-by-step instructions—including the return address and any necessary shipping labels (if applicable).
6. Refund Processing Timeline
Once we receive your returned package at our facility, our quality control team will conduct a thorough inspection to verify compliance with our return criteria. We will then send you an email notification to confirm the outcome of your refund request—whether it has been approved, denied, or requires additional information.
If your refund is approved, the funds will be processed back to your original payment method within 5-10 business days. Please note that your bank or card issuer may require additional processing time to reflect the refund in your account—this is standard across financial institutions and beyond our control.
7. Resolving Late or Missing Refunds
If you haven’t received your refund within the 5-10 business day window, we recommend taking the following steps to resolve the issue:
- First, check with your bank or card issuer. Many financial institutions have their own processing timelines, and the refund may still be in transit.
- Review your original order confirmation email to ensure the payment method listed is the one you’re checking—sometimes refunds are sent to a secondary card or account.
- If the refund still hasn’t appeared after verifying with your bank, contact our customer service team at [email protected] with your order number and the date your return was approved. We will work directly with our finance team and payment processors to trace the refund and provide you with updates.
8. Duties & Taxes for Canadian Orders
For orders shipped to Canada, any import duties, taxes, or customs fees imposed by the Canada Border Services Agency (CBSA) or the designated shipping carrier are the sole responsibility of the customer and are non-refundable by our brand.
In the event that you return an item from a Canadian order, our refund will cover the original product price. We will also refund the original shipping fee only if required by Canadian law and if the return is a result of our error (e.g., defective item, wrong shipment). Importantly, import duties, taxes, and customs fees paid by you will not be included in the refund amount, as these are collected by third-party authorities.
If you have any questions or need further clarification about our return and refund policy, please don’t hesitate to reach out to our customer service team—we’re here to help.
