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MY ORDER IS DEFECTIVE.
If your order arrives defective, we'll replace it. Replacements will be posted using the same postage method as your original order. Contact us and we'll help you out. Please have your order number and clear photos of the damage handy.
MY ORDER IS DAMAGED.
Your order will be carefully inspected and packed before dispatch. You must inspect your order for visible damage before you sign for receipt. If goods are damaged in transit you must retain all packaging and notify both us and the Courier immediately. We will re-supply any product which is not delivered as per your order or order confirmation (whichever is applicable) but you must raise a claim within 5 days. At our discretion, we may request you to repack securely goods that are damaged in transit or incorrectly supplied for shipment back to us. If so requested, this is a condition of re-supply.
I CHANGED MY MIND:
If you have purchased the wrong size, or no longer need your products, you may be able to return them for a store credit. Reverse logistics come at a huge cost to the environment, therefore as a sustainable business, we discourage returns for Change of Mind related reasons. We have a strict returns process to ensure all returns are received correctly and can be re-sold to other customers. Change of mind returns are also subject to handling fees and the original shipping cost being deducted from any store credit. If you need to return your products, please contact us for further instructions.
If you are shipping an item over US$75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
We start working on the production and/or fulfillment of orders usually the same day that they are received. We aren’t able to cancel any orders once they are in production or once they’ve already shipped so if you’d like to cancel your order, we recommend contacting us ASAP with your order number on firstname.lastname@example.org
We review and process refunds on a case by case basis. If you would like to process a refund, contact us here within 5 days of receiving your order.
Please note since Customs Duties and related charges are paid directly to the courier company/ local authorities, they non-refundable under any circumstance.