Before Making a Return Request
For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer’s personal reason (Check details below), we’ll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer’s personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn’t collect package by the deadline
We cannot accept returns under the following conditions:
1. Items outside the 30 days warranty time-frame.
2. Washed, worn, used, tag-removed, or misused items.
3. Items under the following categories are non-returnable for customer’s reason:
— Made-to-order items, Made-to-measure items, Customized items. Check Specific Return Policy here
— Bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets)
— Clearance items, Disposable items
*Customer’s Reason: no longer needed, bought by mistake, not as expected, changed mind, etc
Items that can be returned/refunded or exchanged within the warranty* follow the criteria as below:
1. Faulty items damaged/broken, or soiled upon arrival.
2. Items received in the incorrect size/color.
– 30 days for the rest of the items
Items that can be returned/refunded or exchanged within 7 days of receiving must follow the criteria as below:
1. Items have not met your expectation.
2. Items are unwashed, unworn, unused, with tags, and unaltered.
Note: in this situation, we will not be responsible for the return shipping cost.
For items with no quality issue, please ensure the returned items are unused and in the original packing. All return requests must be authorized by our customer service team before shipping to our returned address. Our team will not be able to process any returned items without a product return form.
NB: KINDLY NOTE THAT ALL CLIENTS ARE LIABLE FOR ALL CUSTOM CLEARANCES AND TAX PURPOSES.
– standard shipping rate apply due to importing items internationally, however items purchased from R1 500 and above qualify for free shipping costs.
– Shipping takes 7 to 15 working days for the package to be received.