Returns and Exchanges

Returns, Refunds & Consumer Rights Policy

1. Overview

We aim to ensure every customer is satisfied with their purchase. This policy outlines your rights and our procedures regarding returns, exchanges, refunds, and consumer protections.

This policy operates in accordance with applicable consumer protection laws in the European Union, United States, and Australia. Where mandatory consumer laws provide additional rights, those rights apply.

2. Right to Cancel (EU Customers — 14 Day Cooling-Off Period)

If you are located in the European Union, you have the legal right to cancel your order within 14 days of delivery without providing a reason.

To exercise this right:

  • You must notify us within 14 days of receiving your order.
  • You then have 14 days to return the item.

EU Exceptions (Legal Exclusions)

The EU right of withdrawal does not apply to:

  • Made-to-measure or custom products
  • Personalized items
  • Sealed goods not suitable for return for hygiene reasons once opened (including lingerie)
  • Items altered at customer request

Refunds include the original standard shipping cost where required by EU law.

3. Australian Consumer Law (ACL — Mandatory Rights)

If you are purchasing from Australia, your purchase comes with consumer guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure, and compensation for reasonably foreseeable loss or damage.

A product is considered a major failure if it:

  • Has a significant defect
  • Is not fit for purpose
  • Is unsafe
  • Differs substantially from description or sample

This policy does not limit rights under Australian Consumer Law.

4. United States Consumer Rights

For customers in the United States, returns are governed by this policy except where state consumer protection laws provide additional rights. Defective or misrepresented goods will be remedied in accordance with applicable law.

5. Standard Return Eligibility (All Regions)

Unless otherwise required by law, returns must meet the following conditions:

  • Requested within 14 days of delivery
  • Unused, unworn, unwashed
  • Original condition with tags and packaging
  • No damage, alteration, or scent

Returns that do not meet these conditions may be refused.

6. Non-Returnable Items

The following items are not eligible for return except where required by law:

  • Made-to-measure or custom garments
  • Personalized or altered items
  • Lingerie or intimate wear (for hygiene reasons)
  • Final sale or clearance items
  • Gift cards

7. Exchanges

We offer exchanges for:

  • Size adjustments (if available)
  • Defective items
  • Incorrect items received

If a replacement is unavailable, store credit may be issued.

8. Return Process

To request a return:

  1. Contact us via "contact us" page with your order number.
  2. Wait for return authorization.
  3. Ship items to the provided address.

Unauthorized returns may not be accepted.

9. Return Shipping

  • Customers are responsible for return shipping unless the item is defective or incorrect.
  • Original shipping costs are non-refundable except where required by law.
  • We recommend tracked shipping.

10. Refunds

After inspection of returned items:

  • Refunds are processed within 5–10 business days.
  • Issued to the original payment method.
  • May be reduced where items show diminished value from handling beyond what is necessary to inspect them (EU rule).

11. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery
  • Provide photos of the issue

We will repair, replace, or refund where required by law.

12. Store Credit

Where refunds are not applicable, store credit may be issued at our discretion.