Note: Due to the new government guidelines on social distancing most shipping companies are operating with reduced staff members and taking the necessary measures to accommodate health & safety guidelines. This means our deliveries, returns and exchanges are taking longer than usual. We appreciate your understanding.
You have 14 days from the date of receiving the goods to notify us of your intention to return the items via our Returns Portal.
Click on the link below after reading full policy:
You have another 14 days after that to make sure the goods reaches our warehouse for the refund. If these deadlines are not followed, unfortunately, we can’t offer you a refund.
To be eligible for a refund or exchange, your item must be in perfect conditions and unworn. It must be returned in the original packaging containing the brand seal intact. If the items are returned damaged in any way or without the the brand tags, you won't be eligible for a refund. To complete your return, we require a receipt to be returned with the item. Unidentified returns can not be processed.
*DO NOT RETURN ITEMS WITHOUT THE RECEIPT.
*PLEASE MAKE SURE YOU RETURN THE ITEMS TO THE CORRECT ADDRESS, IF YOU SEND THE GOODS TO THE INCORRECT ADDRESS WE ARE NOT ABLE TO HELP WITH YOUR REFUND.
If any of the conditions above are not met, unfortunately you won't be eligible for a refund.
Refunds (if applicable)
Once your return is received at our facilities please allow us 14 business days to check your items returned and process your refund.
Once your refund is processed, a credit will automatically be applied to your original method of payment. Kindly consider your bank/ credit card provider processing time on top of it.
Note: Due to some shoppers misconduct on online orders, we are adding extra checks on returns by individuals requesting full refunds 3 times in a row and above. The extra checks on product returns plus refund processing can take up to 20 days after your return reaches our facilities.
Cancel an order
It is not possible to cancel an order straight after it has been processed/paid online and before the goods have been delivered. The only way to cancel an order after it has been paid for it is after you receive the goods and request a refund. Our store logistics are fully automated by software so it is impossible to stop an item from being sent to its destination once the order is completed at our online store. If you have any doubts about a purchase please get in touch with us before ordering and we will be more than happy to clarify your questions and help you to make your order with confidence.
If you wish to cancel an order after you have paid for it, it will have to be in the form of return/ refund.
Late or missing refunds (if applicable)
Contact your bank, it may take some time before your refund is officially posted. It usually takes 3-5 business days to reach your account.
If you’ve done that and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
We are pleased to process an exchange for you if you are not happy with your product for whatever reason.
Just email us at email@example.com and we will send you a detailed exchange guide with instructions. You will be posting the product back to our warehouse where we will physically process the refund recharge - and send you the new item desired.
If you discover an item is faulty please contact us with pictures/videos of the identified fault within 30 days of receiving your item. We will initiate a quality control check procedure on the item. If it is proved to be a product fault by our specialists we will replace the item for you. If a damage is created by mishandling or misuse of the product we will not be replacing it, it is your responsibility to be attentive to handling guidelines & care instructions provided at our website.
To return your product, you should mail your product back to our us, to the correct address.
You will be responsible for paying for your own shipping costs for returning your item and to insure it reaches us back.
We advise you to consider using a trackable shipping service or purchasing shipping insurance. It is your responsibility to make sure the item is brought back to us in perfect conditions.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Route Shipping Insurance
The Route Policy provides shipping insurance for your online purchases that are lost or damaged while in transit or “porch pirated” (“porch pirated” meaning the carrier reports the status as “delivered” but the parcel has been stolen from the delivery address and a police report has been filed).
The Route Policy does not cover the following without a specific written amendment from Route: single orders exceeding $5,000 USD in value. All fees paid for the Services are non-refundable and non-transferable except as may be expressly provided in these Terms.
Claims for packages marked “delivered must be filed after 5 days and before 15 days from the date the package was marked “delivered.”
Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days (20 for international) and within 30 days from the last checkpoint.