RTO, returns and refunds

Effective from 19 August 2026

This page sets out who bears which cost when an order does not go smoothly. Please read it before you make a promise to your buyer, because what you promise them is your own commitment.

1. When the fault is ours

We will replace the item or refund it, at our option, if:

• a wrong item was shipped,
• the item has a manufacturing defect or was damaged before dispatch,
• an item is missing from the parcel.

What we need: one continuous unedited unboxing video that begins before the sealed parcel is opened and clearly shows the shipping label and the contents, raised with us within 48 hours of delivery. We ask for this because every order is packed in front of a camera, so both sides can compare what left our floor with what arrived. Without that video we will still check our packing recording, but a claim is difficult to establish and may not be accepted.

2. When the cost is yours

• RTO: the buyer refuses the parcel, is unreachable, or the address is wrong and the parcel returns to us. Shipping for both legs is payable by you. Once the parcel reaches us and the goods are in resaleable condition, the value of the goods is refunded to you.
• Size or choice returns: the item fits differently or the buyer no longer wants it. Ethnic wear sizing varies, which is why every product page lists the available sizes and measurements where we have them.
• Delay or damage caused after dispatch by the courier, weather, a strike or any similar event outside our control.

3. What cannot be returned

• Items that have been worn, washed, altered or have had their tags removed.
• Items returned with stains, odour or damage that did not exist at dispatch.
• Claims raised after the window in point 1.

4. How a claim moves

1. Write to us with the order number, photographs and the unboxing video.
2. We check it against our packing recording, usually within two working days.
3. If the claim is accepted, we ship a replacement or refund. If it is not, we tell you plainly why and share the packing recording.

Please do not ask your buyer to send goods back to any address before we confirm the claim in writing.

5. Refunds

An approved refund is paid to the dropshipper who placed and paid for the order, back to the same account or card. We are not able to pay a refund to your buyer directly, because our transaction is with you. Banks usually take five to seven working days to show a credit. Shipping already spent on an RTO parcel is not refunded.

6. Cancellations

An order can be cancelled and refunded in full at any time before it is packed. Once it is packed and handed to the courier it cannot be cancelled, and if it is refused at delivery it is treated as an RTO under point 2.

7. Your buyer's return policy

You decide what you offer your own buyer. Anything you offer beyond this page, such as a free return or a longer window, is at your cost and is not passed on to us.