Returns and Refunds

EXCHANGE AN ORDER

Order Changes & Exchanges

  • Please carefully review your order details, including size, design, quantity, etc., before confirmation. Due to our commitment to processing orders quickly, we cannot accommodate returns or exchanges if the reason is related to incorrect choices such as item type, size, design, or address.
  • However, if you realize you’ve made an error, you have a 6-hour window from the time of placing the order to cancel and reorder correctly.
  • If you have any queries before placing an order, don’t hesitate to reach out. Our priority is ensuring your satisfaction with your purchase.

CANCEL AN ORDER

Time frame for order cancellation after placing an order.

You have a 6-hour window from the time of placing your order to cancel it.

If a cancellation request is received beyond this time frame, the order might already be in the processing or shipping stage.

Please note that a cancellation fee, amounting to 10% of your total order value, will be applied for any cancellation. To proceed with order cancellation, reach out to us at [email protected].

RETURN & REFUND POLICY

Return Window

  • You have a 30-day window to return an item from the date of delivery. After this period, all orders will be deemed accepted by the customer, and refunds will not be issued.

Eligible Conditions for Returns

  • Product is damaged upon arrival.
  • Product arrives shattered.
  • Received design differs from what was ordered.
  • Size of the product is not as ordered.
  • Material of the product is not as described.
  • Incorrect product was delivered.
  • Product description mismatches the item received.

Condition of Returned Product

  • Items must be in their original condition and packaging.
  • Items must not be worn, washed, or modified.
  • Items should not be defective from the original unless the defect is our fault.
  • Original tags must be intact.
  • Items with minor, repairable issues such as redundant threads will not be accepted for return.

Proof for Refund Claims

  • Shipping label/receipt.
  • Proof of purchase.
  • Evidence of defective items.
  • Screenshots of any relevant emails we sent to you.

Return & Refund Process

  1. Email your refund inquiry, along with the necessary documentation, to [email protected].
  2. Our Customer Service Department will review your request and respond within 2-3 business days. Ensure email notifications are enabled to stay updated.
  3. Follow-up instructions will be provided based on your specific case.
  4. Note: Refunds will only be issued with our prior email confirmation of the eligibility of your return request.

Return Shipping Costs

Customers are responsible for the cost of return shipping. This will not be covered in your refund amount.

Refund Processing Time

Once we receive your returned item, please allow up to 2 business days for us to process your refund. Upon receiving the package, you’ll be notified via email, and we’ll initiate a full refund, including any shipping fees from your original order.

Awaiting Your Refund?

  1. Firstly, verify your bank account.
  2. Next, reach out to your credit card company. Refund processing can sometimes take a while to post.
  3. Typically, it can take between 10 to 15 days from the date of refund issuance, based on your card issuer’s policies.
  4. If you’ve done the above and haven’t seen the refund, please email us at [email protected]. We aim to respond within 2-3 business days.

Warm Regards,

Customer Service Department

(*) IMPORTANT NOTES:

  • Our return policy is valid for 30 days from the date of delivery. After this period, orders are deemed accepted, and no refunds will be entertained.
  • Items are eligible for return or exchange within the 30-day window. All returns are free of additional charges, except for the return shipping costs borne by the customer.
  • If a returned item is lost or damaged during transit back to us, we will not assume responsibility, and refunds will not be issued.
  • Before initiating a return, please reach out to our Support Team. We cannot be held accountable for non-compliant returns or items lost during the return if prior communication has not occurred.

 

Contact Us

MSL COMMERCE LTD

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM

Email: [email protected]

Phone: +44 7537 168666

Support Time: Mon – Fri: 8AM-5PM PST