Cancellations
- By you: only while an item is in New status (not once it's In Progress, Shipped, Out for Delivery or Delivered). In multi-item orders, eligible items can be cancelled individually.
- By the seller: only before shipping. A cancelled prepaid order is fully refunded to the original payment method, with the reason shown in your order details where applicable.
Returns & exchanges (only after delivery)
- RTS: returns or exchanges within 15 days of delivery, exchanges subject to availability.
- MTM / customised: not eligible for standard returns, as they're made for you. For fitting or craftsmanship issues, raise an alteration request within 3 days of delivery; the seller may approve, ask for more detail, or reject it.
You may be asked for photos or videos. Every order is quality-checked before dispatch, and requests are reviewed case by case — most are free, but some alteration or logistics costs may apply, always with your approval first. Exchanges currently go through support (email or WhatsApp us within the window); reverse pickup for approved requests is free.
Refused deliveries
- MTM: if you refuse a completed MTM order, the 50% advance isn't refunded, and partial payment is disabled on your account for future orders.
- RTS: if you refuse an RTS order, you bear the reverse shipment cost and the forward shipping isn't refunded.
Refunds are issued when: you cancel a prepaid order within the window; a seller cancels a prepaid order; an eligible RTS item is returned in time; or an exchange leaves a price difference. Refunds are initiated only after the returned item is received and verified, credited to the original payment method, and typically processed in 5–7 business days (your bank may take longer). Shipping and premium packaging are non-refundable once an order is delivered.