Open the order and choose to ask for a refund. You can do this as soon as any money has been paid on it. Every request is read by a person: no refund is ever automatic, and no money leaves without someone here deciding it should.

What happens next depends on one question — are we holding an actual piece for you, and are we still inside the date we promised?

• We are holding your piece and we are on time. The piece goes back on the shelf and your refund follows its resale. You are not left waiting silently — the order shows the state of the claim — but the money comes back when the piece finds its next owner.
• We are past the delivery-by date, or the piece never came. Then it is our problem, not yours. The claim goes straight to the refund queue and the money is sent back to you directly.

If your order is one of several in the same parcel, the promised date is the parcel's — the latest date in the box. Asking us to hold your pieces and send them together moves that date out for everything in it.

• Nothing has been paid on the order yet — there is nothing to give back.
• You already have the piece: once it is collected or delivered, the refund conversation is over and it becomes a conversation about the piece itself. Tell us straight away if something is wrong with it.
• The order is already cancelled, refunded, or swapped.

Often the fastest fix for a change of heart is not a refund at all. A swap moves everything you have already paid onto a different piece, and the old order closes. If the new piece costs less than what you have paid, the difference can be refunded to you.

Sizes are the usual reason. If you are unsure, message us before you pay — it is far easier to answer beforehand than after a piece has been bought in the wrong size.

A supplier sells out, or what arrives is not good enough to send you. We mark the order unavailable and come to you with the choice: put the money towards another piece you have ordered, or take it back. We never decide that quietly for you, and an unavailable piece always qualifies for money back.

• Refunds go back to the card or mobile-money account that paid. We cannot send a refund somewhere else.
• Once we send it, how quickly it lands is up to your bank or mobile-money provider — mobile money is usually quick, cards can take several working days.
• Voucher credit is store credit. It can be spent here in part or in full, but it cannot be turned into cash.
• Delivery money never passes through this shop — you pay the rider directly — so there is nothing for us to refund on it.

If what arrives is damaged, or is not what you ordered, tell us as soon as you have it — on WhatsApp or in the order's own message thread — with a photograph if you can. We will make it right. Do not wait: a piece reported the same day is far easier to put right than one reported weeks later.

We may decline a claim we reasonably believe is dishonest, and we investigate payment disputes properly before deciding. If we decline, we tell you why.

This page forms part of our terms of service. See also delivery & collection for how the promised date is set — it is what decides which of the two routes above you are on.