Refund policy

All Sales Are Final

We carefully select products based on customer demand, current trends, popularity, and the information provided by our suppliers.

We encourage customers to review all product descriptions, images, measurements, specifications, sizing information, and available customer reviews before placing an order.

Because processing, fulfilment, and shipping costs are incurred as soon as an order is placed, all sales are final unless the item received is incorrect, damaged, defective, or the order qualifies for replacement under the terms below.

We do not provide refunds or replacements because:

  • You changed your mind.

  • You no longer want the product.

  • The product did not meet your personal expectations.

  • You did not read the product description or specifications.

  • The product feels different from what you expected.

  • You ordered the wrong size, colour, model, quantity, or variation.

  • The item fits differently than expected but matches the size ordered.

  • You found the product cheaper elsewhere.

Incorrect Items

An item is considered incorrect when the product delivered is materially different from the product or variation shown in your order confirmation.

Examples of qualifying incorrect items include:

  • You ordered a dress but received a pair of shoes.

  • You ordered lipstick but received mascara.

  • You ordered one colour or model but received a different colour or model.

  • The size label on the item does not match the size shown in your order confirmation.

The following situations are not considered incorrect items:

  • You received the product ordered but do not like its weight, feel, colour tone, texture, appearance, or performance.

  • The item matches the size ordered but does not fit as expected.

  • Minor differences in colour caused by lighting, photography, or screen settings.

  • Minor variations in measurements or appearance that do not affect the intended use of the product.

Damaged or Defective Items

Please inspect your order as soon as it arrives.

Contact us promptly if your item arrives damaged, defective, or unusable. Damage caused after delivery, normal wear and tear, misuse, accidental damage, improper care, or failure to follow product instructions does not qualify for a replacement.

Replacement Evidence

To request a replacement, please contact us with:

  • Your full name.

  • Your order number.

  • A description of the issue.

  • At least three clear photographs of the item from different angles.

  • A photograph of the shipping label and product packaging.

  • A video showing the issue, where necessary.

The photos must clearly show the complete item and the reported problem. We may request additional evidence if the original evidence is unclear or incomplete.

Submitting evidence does not automatically guarantee approval. Each request will be reviewed before a replacement is authorised.

Replacement Process

If your replacement request is approved:

  • A replacement will be shipped at no additional cost.

  • The replacement will normally use the same shipping method as the original order.

  • You will receive confirmation once the replacement has been processed.

  • You will not normally be required to return the original item unless instructed otherwise.

Replacement delivery times are subject to the processing and shipping estimates stated in our Shipping Policy.

Only one free replacement may be issued for each qualifying item.

Orders Not Delivered After 30 Days

Orders that have not been delivered within 30 days of shipment may qualify for a free replacement, provided the tracking information does not show that the order was delivered.

Before contacting us, please check:

  • Your shipping address.

  • Your local post office or delivery carrier.

  • Your building reception, mailroom, or parcel locker.

  • Safe delivery locations around your property.

  • Whether a household member or neighbour accepted the package.

If the tracking has not shown delivery and the order has not arrived after 30 days, please contact us with your order number and tracking information.

Once approved, a replacement will be sent using the same or a comparable shipping method as the original order.

Packages Marked as Delivered

Orders marked as Delivered by the shipping carrier are not considered lost in transit and do not automatically qualify for a refund or free replacement.

If tracking shows that your package was delivered but you cannot locate it, please:

  1. Check around your property and any safe delivery locations.

  2. Ask household members, neighbours, building reception, or property management.

  3. Wait up to 48 hours, as some carriers mark packages as delivered shortly before arrival.

  4. Contact the carrier or your local post office using the tracking number.

  5. Request delivery confirmation, GPS information, or proof of delivery where available.

We will provide reasonable assistance, but we are not responsible for packages lost or stolen after the carrier has confirmed delivery.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address when placing an order.

We cannot guarantee that an address can be changed after an order has entered processing.

Orders that are delayed, returned, lost, or delivered incorrectly because the customer provided an incomplete or incorrect address do not qualify for a refund or free replacement.

Additional shipping charges may apply if the order must be resent.

Refunds

Our standard resolution for an approved incorrect, damaged, defective, or undelivered item is a replacement.

Refunds are not normally offered when a replacement can be provided. Where required by applicable consumer law, refunds or other remedies will be provided in accordance with those legal requirements.

Original shipping charges and optional expedited shipping fees are non-refundable unless required by law.

Order Cancellations

Orders begin processing shortly after they are placed.

We cannot guarantee that an order can be cancelled or changed after submission. If the order has already entered processing or fulfilment, it cannot be cancelled.

Contact Us

To request assistance, please contact us through our Contact Us page.

Include your name, order number, tracking number, a clear description of the issue, and all requested photographic evidence.

Our customer support team aims to respond within 48 hours.