the return procedure
1. Log a return
You can request a return within 2 days of the order’s delivery (conditions may apply).
Remember that not all items can be returned; for more information, see the “What items can be returned?” section.
Before submitting your return, you have the option to drop it off at any of our courier partners in your region.
2. Drop-Off Points
Drop Off: Drop your parcel at your nearest courier service within 5 working days.
Hours: Monday to Friday: 08:00 – 15:00
Closed Saturday, Sunday and public holidays.
3. Prepare The Items
Before dropping off your return at the drop off point, please ensure the following:
–Pack all items in the original packaging they were received in.
–If you are returning multiple items from the same order, please combine them into a single package for return.
–Include the order number on the packaging.
-Seal the parcel securely (e.g. with tape).
4. Drop-Off timelines
Please drop off all returns within 4 days. After the return time has passed, the drop-off code will no longer be accepted.
VENDOR TIMELINE:
After drop-off from our couriers, return times to our vendors are as follows:
– 2 to 3 working days for Main centres
– 4 to 5 working days for Outlying and Regional areas.
5. Refund Process
Once your return arrives at our warehouse, it will be inspected within 1 working day. After the inspection, we’ll process your refund or store credit. For details on the refund timeline, please refer to our refund section.
How to log a return
1. Log in to your account and click on My Orders. Then, select the order that contains the item(s) you wish to return
2. Choose the item(s) you wish to return and motivate the reason for your return.
3. Choose a drop-off point: partnered courier in your region
4. Choose your preferred refund method: store credit or the original payment method
5. Review the return details and click the "Submit" button to confirm.
6. You will receive an email from us confirming that your return has been logged.
What items can be returned?
Criteria to return an item:
- Returns must be logged within 2 days of the item being delivered.
- The item is in a re-sellable condition.
- The item being returned qualifies for return.
- The item is in its original packaging, with the original tags attached to the item.
The following categories are not returnable for hygiene purposes:
- Adult Items
- Bodysuits
- Cosmetics and Beauty Products
- Face Masks and PPE
- Fragrances
- Hair Care and Wigs/Hair Pieces
- Jewellery for piercings
- Lingerie, Shapewear, Sports Bras, Swimwear, Underwear, and Sleepwear
Refunds Timeline
- Our refund process begins after we have completed the evaluation of your returned product.
- We will send you an email notification once return examination is completed and the refund has been approved.
- Refunds via voucher will be issued immediately and will be received as soon as the return has been processed by our Returns Team at our warehouse
- Refunds via mobile money will reflect within 48 hours
- Refunds back to the card used for payment will reflect within 10 working days of being processed by our team. Please note that this lead time is the maximum timescale as advised by the banks.
- Kindly note that the customs fees are non-refundable – when you cancel/return any global item(s) (this is the import costs that cannot be recovered
