To start the return process for your order, please enter your email address or phone number and the order number below.
How do I return or exchange?
Enter your order number (without the #) and email address (must be the same as the email used to place the order) in the fields above and click Start
Follow the instructions and select the items you want to return
For exchanges - choose exchange and write the item including colour that you would like instead in the notes. If there is a difference in price you will receive either a refund or an invoice for the difference.
You will get a confirmation email with the shipping guidelines once the return request is approved
What items are returnable?
You can return your item within 14 days of receipt of your shipment.
It must be in original condition
Unbrushed, uncombed (including finger combing), no new odours
In the original packaging including tags and padding
Free gifts or promotional items are not returnable!
Are there any charges for returns?
You are responsible for the charges of the return shipping. We recommend using mail with delivery confirmation or tracked mail as we cannot be responsible for lost parcels.
Original shipping fees are only refundable for standard shipping services.
We reserve the right to apply a restock fee. The restock fee depends on the condition in which the item is received back, but is generally 10% but may be more depending on the condition of the item and packaging. The restock fee is waived for exchanges providing the item is returned as new.
You do not have to pay for us to send you the replacement item.
An item may be exchanged only once and no further refunds or exchanges will be made. An exchange is instead of a refund.
How soon will I get my refund?
You have 7 days to return your item once your return is approved. If your item is not received with this time frame a return/exchange will not be processed.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also 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 original method of payment, within 3 working days.