Refund & Returns Policy

Due to the bespoke, made-to-order nature of our personal sourcing service, our refund and returns policy differs from a standard retail store. Please read this policy carefully before placing your order.

Our Commitment

We stand behind every item we source. If an item does not meet our authenticity standards or arrives in a condition significantly different from what was described, we will make it right — without question.

Accepted Returns

We accept returns and issue full refunds in the following circumstances:

• Authenticity concern: If an item is found to be inauthentic upon independent verification (this has never occurred in our history).
• Significant discrepancy: If the item received is materially different from what was ordered (wrong item, wrong colour, significant damage in transit).
• Item unavailability: If we are unable to source your item from an official channel, a full refund is issued automatically.

Non-Returnable Items

The following items are not eligible for return:

• Items that have been used, worn, or had their tags removed.
• Fragrances and beauty products that have been opened.
• Items returned without original brand packaging and documentation.
• Orders cancelled after sourcing has been completed (subject to our cancellation policy).

Cancellations

• Within 24 hours of order confirmation: Full refund, no questions asked.
• After 24 hours but before sourcing is complete: Refund minus a 10% processing fee.
• After sourcing is complete: Cancellations are not accepted unless the item qualifies under our accepted returns criteria above.

Return Process

1. Contact us via WhatsApp or email within 48 hours of receiving your order to report an issue.
2. Provide your order number, a description of the issue, and supporting photographs.
3. Our team will review your case within 48 hours and advise on next steps.
4. If your return is approved, we will arrange collection of the item at no cost to you.
5. Refunds are processed within 5–7 business days of receiving the returned item.

Questions?

For any refund or returns enquiries, please contact us via WhatsApp or email. Our team is available to assist you and will respond within 24 hours.