FAQs

Frequently Asked Questions

1. Do you accept returns?

Yes, returns are only accepted if the issue is caused by our side, such as receiving a wrong or defective item.

A clear unboxing video is mandatory, and the item must be in its original condition with all hangtags attached.
Return requests must be submitted within 5 days of receiving the item.

2. Can I exchange an item?

Yes, exchanges are allowed within 5 days of receiving the item, as long as:

  • The item is unused, unwashed, unaltered
  • All hangtags are still attached

Please note that all shipping costs (return & reshipment) will be borne by the customer.

3. What items are not eligible for return or exchange?

We do not accept return or exchange for:

  • Change of mind or personal preference
  • Incorrect size selection by the customer
  • Items without a valid unboxing video
  • Items that have been worn, washed, altered, or without hangtags
  • Requests submitted after 5 days from delivery

4. What is an unboxing video and why is it required?

An unboxing video is a continuous, unedited recording taken from the moment the package is opened until the item is fully shown.

This video is required as proof in case of any dispute and helps us process your request fairly.

5. How do I request a return or exchange?

You may submit your request through:

  • Customer Account Page, or
  • WhatsApp Admin

Please include:

  • Order number
  • Clear photos and videos (including unboxing video)
  • Reason for return or exchange

6. How long does the return or exchange process take?

Once your request is approved:

  • Exchange processing time may vary depending on stock availability and shipping duration
  • Our team will assist you step by step during the process

7. How will my refund be processed?

Approved refunds will be issued to the original payment method used at checkout.
Processing time may vary depending on your bank or payment provider.

8. Who covers the shipping cost for returns?

  • If the return is due to our mistake, we will cover the return shipping
  • For exchanges or non-defective items, all shipping costs are the customer’s responsibility

9. What if my package arrives damaged?

Please contact us immediately and provide:

  • A clear unboxing video
  • Photos of the damaged item and packaging

Our team will review the case and assist you accordingly.

10. Still have questions?

If you need further assistance, feel free to reach out to us via WhatsApp Admin.
We’re happy to help 🤍