This document describes what an exchange is and the procedures to follow for an exchange. In this policy, original item / product refers to an unwanted item / product.
In case you are not satisfied with your purchase, you can choose to exchange it for a different size, colour or style. Hence, an exchange happens when the original product is swapped with a new product, purchased online.
Eligibility for an exchange:
- You have 5 calendar days (includes weekends) to ask for an exchange, from the date the item was delivered to you.
- You can exchange your original item for a new product of the same value or higher in price.
- You can only exchange with another product which is available in stock and newly bought.
- The original item needs to be returned in its original condition, with the tag on. If the condition of the item is deemed not satisfactory (for example, due to stains, wear and tear, bad smell, scent from perfume use), we will not accept a return.
- You have to fill in and send the ‘Exchange’ form for the exchange to be successful. We will not refund you the amount paid for the original item without a completed ‘Exchange’ form.
How to exchange an item?:
Please follow these instructions:
- Buy your new item online first as you would normally.
- Go to your order history in your account and find the original product you want to exchange.
- Click on the ‘Exchange Item’ button found next to your item. Then fill in the ‘Exchange’ form. All the fields on the form are mandatory. Once filled in, click on the submit button.
- Let us know by sending us a message that you have filled in the form.
- You can then choose to return & exchange from the following two options:
A. By Post (local or international):
i) Post your unwanted item back to us. The postage costs will be paid by you. We recommend returning the goods by registered/insured post. We will not be liable for any loss or damage incurred whilst an item is posted.
iii) Once we receive your item, we will check that it is in its original condition. If it is, we will then refund you the amount you paid for that item.
B. By choosing a collection date and time:
i) If you choose to get your new item by collecting it, then you can return the original one at the same time.
ii) If you choose to pay by cash for your new item, you will then need to settle any difference in price on the day to receive the new item.
iii) If you paid online, after the original item has been received in good condition, then the amount paid for the original item will be refunded to you by bank transfer.
- If you purchase your new item by using ‘Cash’ method of payment, then you can only select to collect your new item and at the same time return the old one. Any difference in cash needs to be settled before receiving the new item.
- We will process your refund within 48 hours of receipt of the returned item/s. Refunds can take 3-5working days to be credited in your account, depending on your bank’s accepting process.
- Please note all Mauritius returns must be received back to us within 5 working days from the day you requested an exchange. All International returns must be received back within 14 working days.
- Your refund will be credited by the same method of payment you used originally.
For any queries, please contact us on firstname.lastname@example.org or Whatsapp on +230 59446552
The return address for your parcel is:
Royal Road Belle Vue
Old Grand Port
Phone : +230 59446552