How do I return an item?

You can initiate a return either in-store or online.

In-store returns: You have 14 days to return your item in its original condition and packaging. Please remember to bring your invoice to process your refund.

Online returns: To initiate a return online, use our chatbot located in the bottom right corner of our website. Simply provide your order details and specify the item(s) you wish to return. If you require further assistance, the chatbot can connect you to a live agent who will help you with the return process.

What is your return policy?

We offer a 14-day return policy. If you're not fully happy with an item you bought online, you can request a return and receive a refund for the purchase price.

If you return your entire order, we’ll also refund the original shipping charges. Please note, for hygiene and safety reasons, some items like underwear, lingerie, fragrances, and personalized products are non-returnable. Additionally, gift/eGift cards cannot be returned once purchased.

To ensure a smooth return process, make sure the item is unused, is in its original packaging, and sent back to us within 14 days of receiving your order. Don’t forget to include a copy of your invoice with your return.

For more details, please check our Terms & Conditions of Sale page here.

Are there any items that cannot be returned?

Yes, certain items may be non-returnable due to hygiene or safety regulations.

These typically include underwear, lingerie, fragrances or other products which are personalized to your order. Additionally, gift/eGift cards are non-returnable once purchased.

We will be happy to exchange or refund any other item(s) as long as they are returned in an unused condition and in their original packaging within 14 days of receiving your order with a copy of the Invoice.

Can I return items bought on sale?

Yes, you can return any item if it falls within the designated return period and it is not classified as a non-returnable item (such as underwear, lingerie, fragrances or other products which are personalized to your order).

Please note that if you received a free item as part of a promotional offer with your purchase, you need to return that item along with the main item you are returning.

Can I return an order after the specified return period?

Unfortunately, we cannot accept returns after the specified return period has expired.

How many days do I have to initiate a return?

You have 14 days to initiate a return, whether it's in-store or online.

Can I create a return for an order that has not been delivered yet?

Unfortunately, you cannot create a return for an order until it has been delivered. Once you receive your order, you will be able to initiate the return process if needed.

Can I create multiple return requests for different orders?

Yes, you can create multiple return requests for different orders. Each return request should be initiated separately for each order you wish to return. Please make sure to follow the return process outlined in our return policy for each order.

Do I need to return the free item I got with the returned item(s)?

Yes, if you received a free item as part of a promotional offer with your purchase, you typically need to return that item along with the main item(s) you are returning.

What if the returned package included an item which I mistakenly added?

If you accidentally included an item in your returned package that you did not intend to return, please reach out to our customer service team as soon as possible. Provide them with your order details and specify the item in question. We will assist you in resolving the situation, which may include returning the mistakenly added item to you or determining the best course of action.

How do I exchange an item?

To exchange your item, please visit any of our store locations.

Please consider the following notes:

1. Ensure that your item is eligible for an exchange. Generally, items can be exchanged within 14 days from the date of purchase, and make sure they are in original condition with all tags attached.
2. Please bring your purchase receipt or proof of purchase to facilitate the exchange process.
3. Once at the store, you can choose the item you would like to exchange for, and our team will assist you with the exchange.

What is the exchange policy?

If you would like to exchange any products, you may:

• Visit the nearest store to return your products.
• Purchase the new products through a new transaction.
• In case of a refund, it will be processed within 14 days.

Please note, exchanges cannot be made without returning the original product(s) and processing a new transaction.

How do I request a refund?

You can request a refund by returning your items either in-store or online.

In-store returns: You have 14 days to return your item in its original condition and packaging. Please bring the relevant invoice with you to process your refund.

Online returns: To initiate an online return, please contact our live chat within 14 days. After your request is submitted, you can track the status of your refund by using the track your refund option available in the chatbot which is located in the bottom right of the website. Below are the steps you need to follow:

1. Click on the chatbot icon and start the chat.
2. Choose "track your refund" from the options.
3. Choose the order that's associated with your refund request, and you will be able to view the status of your refund.

Please note that refunds may take up to 14 working days to be credited back to your original payment card.

How do I get a refund for my online return?

Once we receive the return request and process the item(s), we will issue your refund to your credit card or bank account based on the original method of payment.

For Cash on Delivery (COD) or Click & Collect orders, please visit any of our stores to get your refund by cash.

When will I receive my refund for the returned item?

Once we receive your return request and process the item(s), your refund will be issued to your credit card or bank account using the original payment method. Please note that your bank or card issuer may take up to 14 working days to process the refund transaction. For Cash on Delivery (COD) or Click & Collect orders, please visit any of our stores to get your refund by cash.

What is the refund policy?

If you have an account on our website, log in to view your order history.

Locate the specific order you are inquiring about, and you may find information regarding return eligibility, including the date of purchase.

Generally, your order is eligible for return if it falls within the designated return period and it is not classified as a non-returnable item (such as underwear, lingerie, fragrances or other products which are personalized to your order).

How can I check if I am still eligible to return my order?

To track your refund, you can use the chatbot located in the bottom right corner of the website:

1. Click on chat bot icon and start the chat
2. Choose "track your refund" from the options
3. Choose the order that's associated with your refund request

The chatbot will show you the status of your refund

How do I check the status of my refund?

Before initiating a return, please ensure that your order has been delivered to you.

You can create an online return by following the steps on our online returns page.

If you encounter difficulties in creating a return request after receiving your order, you can use our chatbot located in the bottom right corner of the website, where you can initiate the return process.

If you still need further assistance, the chatbot can connect you to a live agent who will help you resolve your issue and assist you in initiating your return.

I can't create a return, what should I do?

To schedule a collection for your return, please contact our customer service team on (number). They will help you choose a convenient date and time for the collection.

How do I schedule item collection for my return?

To schedule a collection for your return, please contact our customer service team on (number). They will help you choose a convenient date and time for the collection.

When will my returned item be collected?

The collection of your returned item will typically occur within 2 to 4 working days after you initiate the return process. Once you have completed the necessary return steps, you will receive an email confirmation with specific details about the collection date and time. If you need to arrange a different time or have any further questions, please feel free to contact our customer service team for assistance.

Why wasn’t my item collected as scheduled?

We apologize for any inconvenience this may have caused. To check the status of your item collection, please connect with us on the below:

Contact Us Form: Fill in the contact form on our website, and a member of our team will respond within 24 hours.

Live Chat: For immediate assistance, use the live chat feature on our website to connect with a customer service representative.

WhatsApp: Send us a message at [number], and we will get back to you as soon as possible.