Order received
Checkout and payment details enter the order system.
Delivery, returns and exchanges
Know what happens after checkout.
This page explains processing, delivery checks, product eligibility, hygiene exclusions, exchanges and refund review.
01 / Order journey
From confirmation to delivery.
Processing
Items are checked, prepared and packed.
Dispatched
Tracking is shared where available after courier handover.
Delivered
Inspect promptly and retain packaging until everything is confirmed.
02 / Shipping
Delivery information
Processing times
Orders are prepared after successful payment. Timelines can vary during high-volume periods, public holidays or operational disruption.
Address accuracy
Provide a complete serviceable address and reachable phone number. Address changes are not guaranteed after processing or dispatch begins.
Courier attempts
Delivery partners may contact the recipient or make multiple attempts according to their own process. Incorrect address, refusal or unavailable recipient may result in return-to-origin.
Parcel checks
If the parcel appears torn, wet, crushed or opened, photograph or record it before opening where practical and preserve the shipping label.
03 / Eligibility
What can and cannot be returned.
| Product or situation | Position | Conditions |
|---|---|---|
| Scarves, stoles and eligible returnable products | Request within 3 days | Unused, unworn, unwashed, unaltered and returned with required tags, accessories and original packaging. |
| Hair accessories | Non-returnable for hygiene-related preference or change of mind | Includes fit, colour, style preference or a changed decision after delivery. |
| Damaged, defective or incorrect product | Report within 3 days | Provide order number, explanation and clear images or video. Keep the item unused. |
| Used, washed, worn or altered product | Not eligible | Includes stains, fragrance, pulled threads, customer-caused damage or missing tags. |
| Late request | Normally not eligible | The request must be submitted within the stated window, subject to rights that cannot legally be excluded. |
!
Hair-accessory hygiene rule: the restriction applies to preference and change-of-mind requests. A damaged, defective or incorrect hair accessory should still be reported within three days.
04 / Request process
How a return or exchange is reviewed.
Contact us
Submit the form within three days.
Add evidence
Include order number, explanation and supporting files.
Wait for approval
Do not send the item before receiving instructions.
Inspection
Eligibility is confirmed before exchange or refund.
05 / Refunds
Money, exchanges and timing.
Exchange availability
Exchanges depend on approval and available stock. An alternative resolution may be offered where the requested variation is unavailable.
Refund review
Refunds are processed after eligibility and condition are verified. Approved refunds normally return to the original payment method where possible.
Bank processing
The time taken after initiation depends on the payment gateway, card issuer, bank or payment method.
Return shipping
Follow the authorised instructions. Do not send a product to the dispatch address unless the support team confirms it as the return address.