This policy applies to orders submitted through the service and explains, in general terms, how return, refund, exchange, and damage-related requests are typically handled. The aim is to keep the process clear and reasonably straightforward while allowing for case-by-case review where appropriate.

Unless stated otherwise, a return request may be submitted within a reasonable period after delivery. To be considered for processing, the item should generally meet the following conditions:

• The item remains unused, unwashed, and in a resalable condition
• Original tags, labels, and packaging are retained where applicable
• The item is not marked or otherwise identified as a final-sale product
• The return shipment is dispatched before the end of the applicable return window

Important Exception

Customised or personalised items are generally not eligible for return unless they arrive damaged or show a manufacturing defect.

A return request can usually be started in a few general steps:

• Contact Support Submit a request through the support options made available inside the service. Please include the order reference and a brief explanation of the reason for the return.
• Obtain a Return Authorisation Reference The request will be reviewed and, where applicable, a return authorisation reference and further shipping instructions will be provided. Parcels sent without a valid reference may not be processed.
• Pack and Send the Item Once the reference has been received, securely repack the item and send it to the return address provided during the process. Original packaging is recommended where available.

• Return shipping costs are generally the responsibility of the buyer where the item is intact and the order was fulfilled correctly
• Tracked shipping or additional insurance is strongly recommended to reduce the risk of loss or damage in transit

After a returned item has been received and inspected, an approved refund will normally be issued to the original payment method.

• Please allow a reasonable period for the funds to become visible on your statement
• Actual timing may vary depending on the bank or payment provider involved
• Original outbound shipping charges are generally non-refundable, except where the item was defective or an incorrect item was sent

If the same product is needed in another size, colour, or variant, an exchange may be requested within the standard return period:

• Eligibility: the item should remain unused and retain all original tags and packaging where applicable
• Process: the same general return workflow described above should be followed
• Fulfilment: after the returned item has been inspected, the requested replacement variant may be dispatched where available

For hygiene, safety, and general handling reasons, the categories below are normally not eligible for return or refund:

• Custom engraved or personalised products
• Physical and digital gift cards
• Intimate apparel and swimwear, unless unworn and with all tags attached

If clarification is needed regarding return conditions, refund timing, or exchange requests, support may be reached through the contact options made available inside the service. A reply is normally provided within a reasonable timeframe during regular operating hours.