Returns & exchanges
A 7-day first exchange, clear hygiene rules and a return process that does not require an argument.
The exchange promise
If the fit is wrong, tell us within 7 days of delivery. The first exchange is free: we cover the return courier and send the replacement at no extra delivery cost.
What qualifies
- Unworn, unwashed, original condition.
- Tags attached and hygiene seal intact where supplied.
- You contact us within 7 days and receive a return reference.
- Replacement is the same style in a different size, or another style of equal or lower value.
Panties & hygiene
For hygiene reasons, panties can only be exchanged if the hygiene seal is unbroken and tags are attached. If you are unsure of your size, message us before ordering.
How to start
- Message us on WhatsApp or email with your order number and reason.
- We send a return reference and courier instructions.
- Pack in original tissue; do not tape the product.
- We inspect on arrival and dispatch the replacement or issue credit.
Refunds
If an exchange is not possible, we refund the item price to the original M-Pesa number within 3–5 working days of inspection. Delivery fees are refunded only if the item was faulty or wrong.
Faulty items
If a seam, wire or fastening fails within 30 days of normal wear, send a photo and your order number. We repair, replace or refund. Normal wear, incorrect washing and deliberate damage are not faults.
Why this matters: the local lingerie market often marks intimate items non-returnable. We think fit is too personal for that.