In the event of any dispute and complaint, we require you to email us via the Contact Us Form within 24 hours upon receiving the goods. The final decision to approve or reject your complaint is at our sole discretion.
Shipping Damages
For shipping damages, if the item reaches you in damaged condition, save the shipping carton and notify us immediately. Please do not return the damaged or broken merchandise to us unless you receive our instructions to do so. This is necessary so that you do not lose your right to file a claim. All claims for damaged goods must be made with carrier within 7 days of the Delivery date. We shall not be liable for any special, incidental, or consequential damages.
We will require your name, order number, email address, phone number, the reason for complaint and pictures of the problem in order to process your case. Once this information is received and inspected, we will send you an email to confirm receipt. We will then assess the case carefully and then advise further steps or notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your account via store credit or points on our website, within a 14 days.
For replacement product(s), you will be required to pay for the additional shipping cost to deliver the item to you.
Returns
Our returns policy do not allow returns of sales or promotional item, limited, special or collectors edition goods, downloadable goods, personalised products, perishable and non perishable items including store credit or gift card unless otherwise stated. We will only accept returns within 14 days after receipt of the items. If more than 14 days have gone by since your delivery, then unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Perishable goods such as vegetables, fruits and flowers are not eligible to be returned.
There are certain situations where only partial refunds are granted: (if applicable)
- Book with obvious signs of use
- USB, CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
If you wish to return an item, please email us using the contact form on our website or via Whatsapp only. We will require your name, order number, email address, phone number and the items that you wish to cancel.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. International orders will also be subject to the condition as stated above.
Refunds
If you are not happy with your purchase for any reason, please let us know within 24 hours upon receipt of your item using our contact form or Whatsapp. We will require your name, order number, email address, phone number, the reason for complaint and pictures of the problem in order to process your case. Once this information is received and inspected, we will send you an email to confirm receipt. We will then assess the case carefully and then advise further steps or notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your account via store credit or points on our website, within a 14 days.
Cancellations
If you wish to cancel your order, before it has been shipped, then please contact us using our contact form or Whatsapp us 24 hours before shipment day. We will require your name, order number, email address, phone number and the items that you wish to cancel.
We will then do our best to prevent the order being shipped. If we can prevent it being shipped, then you will be refunded as above.
Please note that we do not allow cancellation of pre-orders.