Returns & Refunds Policy
Last Updated: September 2026 • Fast, Transparent, and Customer-First
We want you to love your fit. If something isn't right, we make returns simple and straightforward.
1. Notify Us
Reach out on WhatsApp or email within 48 hours of parcel delivery with your Order ID.
2. Return Parcel
Send the unworn garment back via our partner courier office or dispatch rider.
3. Rapid Refund
Receive your M-Pesa refund in 24–48 hours or instant exchange dispatch upon inspection.
1. Return Eligibility Guidelines
To be eligible for an exchange or full refund, returned garments must satisfy the following conditions:
- Reporting Window: You must notify us of your return request within 48 hours of receiving the package (or within 7 days for size exchange inquiries).
- Original Condition: The item must be unused, unwashed, free of perfume, smoke, or makeup stains, with original labels and tags attached.
- Proof of Purchase: Your order number (e.g. #ORD-12345) or the Safaricom M-Pesa transaction code used at checkout.
2. Non-Returnable Items
For hygiene, health, and consumer safety standards in Kenya, the following items are strictly non-returnable:
- Intimate apparel, underwear, shapewear, bodysuits, and swimwear.
- Items clearly marked as Final Clearance or Warehouse Sample Sale.
- Items altered, washed, or damaged due to improper customer handling.
3. Who Covers Return Shipping?
If we sent you the wrong item, the wrong size from what was ordered, or if the product arrived defective or damaged, we cover 100% of all return shipping and exchange fees.
If you selected the wrong size during checkout or wish to exchange for an alternative aesthetic style, the customer is responsible for the courier fee to our dispatch hub.
4. Refund Processing & Timelines
Once the returned package arrives at our inspection station, our fulfillment team verifies the item condition within 24 hours.
- M-Pesa Direct Reversal: Approved refunds are sent straight to the Safaricom M-Pesa phone number used at checkout within 24–48 business hours.
- Store Credit Option: Prefer to pick another piece immediately? We can credit your account with an instant promo code containing a bonus 5% shopping credit!
5. Ready to Start a Return?
Our dedicated support team is available Monday through Saturday (8:00 AM – 7:00 PM EAT) to assist you: