How do I return an item?

You can initiate a return either in-store or online.

In-Store Returns: You have 14 days to return your item in its original condition and packaging. Please remember to bring your invoice to process your refund.

Online Returns: To initiate a return online, please use our Chatbot located in the bottom right corner of our website. Simply provide your order details and specify the item(s) you wish to return. If you require further assistance, the Chatbot can connect you to a live agent who will help you with the return process.

What is your return policy?

We offer a 14-day return policy. If you're not fully happy with an item you bought online, you can request a return and receive a refund for the purchase price.

If you return your entire order, we’ll also refund the original shipping costs. Please note, for hygiene and safety reasons, some items like underwear, lingerie, fragrances, and personalized products are non-returnable. Additionally, gift cards cannot be returned once purchased.

To ensure a smooth return process, please make sure the item is unused, is in its original packaging, and sent back to us within 14 days of receiving your order. Don’t forget to include a copy of your invoice with your return.

For more details, please check our Terms & Conditions of Sale page.

Are there any items that cannot be returned?

Yes, certain items may be non-returnable due to hygiene or safety regulations. These typically include underwear, lingerie, fragrances, or other products that are personalized to your order. Additionally, gift cards are non-returnable once purchased.

We will be happy to exchange or refund any other item(s) as long as they are returned in unused condition and in their original packaging within 14 days of receiving your order, along with a copy of the invoice.

Can I return items bought on sale?

Yes, you can return any item if it falls within the designated return period and is not classified as a non-returnable item (such as underwear, lingerie, fragrances, or other products that are personalized to your order). Please note that if you received a free item as part of a promotional offer with your purchase, you need to return that item along with the main item you are returning.

Can I return an order after the specified return period?

Unfortunately, we cannot accept returns after the specified return period has expired.

How many days do I have to initiate a return?

You have 14 days to initiate a return, whether it's in-store or online.

Can I create a return for an order that has not been delivered yet?

Unfortunately, you cannot create a return for an order until it has been delivered. Once you receive your order, you will be able to initiate the return process if needed.

Can I create multiple return requests for different orders?

Yes, you can create multiple return requests for different orders. Each return request should be initiated separately for each order you wish to return.
Please make sure to follow the return process outlined on our Returns & Refunds page.

Do I need to return the free item I got with the returned item(s)?

Yes, if you received a free item as part of a promotional offer with your purchase, you typically need to return that item along with the main item you are returning.

What if the returned package included an item which I mistakenly added?

If you accidentally included an item in your returned package that you did not intend to return, please reach out to our customer service team as soon as possible at {{gcsPhoneNumber}}. Provide them with your order details and specify the item in question. We will assist you in resolving the situation, which may include returning the mistakenly added item to you or determining the best course of action.

How do I exchange an item?

To exchange your item, please visit any of our store locations.

Please consider the following notes:

1. Ensure that your item is eligible for an exchange. Generally, items can be exchanged within 14 days from the date of purchase, and please make sure they are in original condition with all tags attached.
2. Please bring your purchase receipt or proof of purchase to facilitate the exchange process.
3. Once at the store, you can choose the item you would like to exchange for, and our team will assist you with the exchange.

What is the exchange policy?

If you would like to exchange any products, you may visit the nearest store to return the items & purchase the new products.

Please note that this is subject to availability and is per our applicable policies.

How do I request a refund?

You can request a refund by returning your items either in-store or online.

In-Store Returns: You have 14 days to return your item in its original condition and packaging. Please bring the relevant invoice with you to process your refund.

Online Returns: To initiate an online return, please contact our live chat within 14 days. After your request is submitted, you can track the status of your refund by using the 'Track your Refund' option available in the Chatbot which is located in the bottom right of the website.

Please note that refunds may take up to 14 working days to be credited back to your original payment card.

How do I get a refund for my online return?

Once we receive the return request and process the item(s), we will issue your refund based on the original method of payment.

Please visit any of our stores for Cash on Delivery (COD) or Click and Collect orders.

When will I receive my refund for the returned item?

Once we receive your return request and process the item(s), your refund will be issued to your credit card or bank account using the original payment method. Please note that your bank or card issuer may take up to 14 working days to process the refund transaction. For orders placed by Cash on Delivery (COD) or Click and Collect, we encourage you to visit any of our stores for assistance.

What is the refund policy?

We will be happy to exchange or refund any item(s) as long as they are returned in an unused condition and in their original packaging within 14 days of receiving your order with a copy of the Invoice.

Note: We are unable to accept returns or exchanges of products in the following categories: underwear, lingerie, fragrances or other products which are personalized to your order.

In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement product or we will give you a full refund through the possible means, including any delivery charges you paid for (if any). In any case you must return the faulty, damaged or incorrect products to us as soon as possible in the same condition as supplied.

For more information about our refund policy, please visit our Terms & Conditions of Sale page.

How can I check if I am still eligible to return my order?

If you have an account on our website, log in to view your order history.

Locate the specific order you are inquiring about, and you may find information regarding return eligibility, including the date of purchase.

Generally, your order is eligible for return if it falls within the designated return period and it is not classified as a non-returnable item (such as underwear, lingerie, fragrances or other products which are personalized to your order).

How do I check the status of my refund?

To track your refund, you can use the Chatbot located in the bottom right corner of the website.

The Chatbot will show you the status of your refund.

I can't create a return, what should I do?

Before initiating a return, please ensure that your order has been delivered to you.

You can create an online return by following the steps on our Returns & Refunds page.

If you encounter difficulties in creating a return request after receiving your order, you can use our Chatbot located in the bottom right corner of the website, where you can initiate the return process.

If you still need further assistance, the Chatbot can connect you to a live agent who will help you resolve your issue and assist you in initiating your return.

How do I schedule item collection for my return?

To schedule a collection for your return, please contact our customer service team at {{gcsPhoneNumber}}. They will help you choose a convenient date and time for the collection.

When will my returned item be collected?

The collection of your returned item will typically occur within 2 to 4 working days after you initiate the return process. Once you have completed the necessary return steps, you will receive an email confirmation with specific details about the collection date and time. If you need to arrange a different time or have any further questions, please feel free to contact our customer service team at {{gcsPhoneNumber}} for assistance.

Why wasn’t my item collected as scheduled?

We apologize for any inconvenience this may have caused. To check the status of your item collection, please connect with us through our live chat or fill out the Contact Us form on our website. We aim to respond to all inquiries within 24 hours. We are always happy to assist you.