Eligibility for returns
You may request a return within 7 days of receiving your order, provided the item meets the following conditions:
- The item is unused and in its original condition
- The item is in its original packaging
- You have proof of purchase (order number or receipt)
- The item is not listed under non-returnable items below
Non-returnable items
The following items cannot be returned:
- Items that have been used, damaged, or altered by the customer
- Items marked as "Final Sale" or "Non-returnable" at the time of purchase
- Customised or personalised products
- Items without original packaging
Damaged or wrong items
If you received a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the item and your order details. We will arrange a replacement or full refund at no extra cost to you.
How to request a return
- Contact us via email or phone with your order number
- Describe the reason for the return and attach photos if applicable
- Our team will review your request within 2 business days
- If approved, you will receive instructions on how to return the item
How to request a return
- Contact us via email or phone with your order number
- Describe the reason for the return and attach photos if applicable
- Our team will review your request within 2 business days
- If approved, you will receive instructions on how to return the item
Refund process
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–7 business days via the original payment method used.
- Mobile Money refunds: 1–3 business days
- Card refunds: 5–7 business days
- Cash refunds: available for in-store pickup orders only
Delivery costs for returns
If the return is due to our error (wrong or damaged item), we will cover the return delivery cost. If the return is for any other reason, the customer is responsible for the cost of returning the item.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us and we will guide you through the process.