Refund policy

Return & Exchange Policy

1. General Terms

The Buyer (Consumer) has the right to exchange or return goods of proper quality within 14 calendar days of the date of receipt (the day of receipt is not counted), provided that:

  • the item has not been used and shows no signs of wear / washing / damage;
  • the marketable appearance and consumer properties have been preserved;
  • the tags / labels (if any) and the original packaging have been preserved;
  • a document confirming the purchase is available (receipt / order confirmation / waybill).

2. Goods Not Subject to Exchange / Return

In accordance with Resolution of the Cabinet of Ministers of Ukraine No. 172 of 19 March 1994 (the list of goods of proper quality that are not subject to exchange / return), we do not accept returns / exchanges of the following categories:

  • underwear (briefs, bras, bodysuits, corsets, tops, nightgowns, etc.);
  • hosiery and socks (socks, tights, etc.);
  • goods / accessories that come into direct contact with the body (where applicable in the range).

Headwear (hats, balaclavas, etc.) is accepted for return under the general terms of Section 1. Exception: items that have been used or whose hygienic packaging / seal (if any) has been broken.

3. How to Arrange a Return or Exchange

  1. Contact us and let us know that you wish to make a return / exchange. In your message, please include: the order number; the name of the item; the reason for the return / exchange (briefly); your full name and contact number.
  2. Receive instructions and the return address. The address is provided after agreement with a manager. Returns sent without prior agreement and without obtaining the current address / instructions may not be accepted for processing.
  3. Send the item. Return shipping is paid by the buyer, except in cases of an error by the store (see Section 6).

4. Inspection of the Item

After the parcel arrives, we inspect the item within up to 5 business days. If the item meets the return / exchange conditions, we confirm the procedure.

5. Refunds

After the return is confirmed, funds are refunded using the same payment method (or to a bank account — by agreement / subject to technical capability) within up to 5 business days.

The following are not refunded:

  • the cost of the original shipping;
  • the cost of return shipping (unless otherwise provided for by law or by a decision of the store);
  • bank fees and payment-service fees (if applicable);
  • cash-on-delivery service fees (if any were charged).

6. In Case of an Error by the Store / Defect

If you have received:

  • the wrong item (wrong size / model / colour);
  • an item with a manufacturing defect or damage incurred during delivery,

please contact us as soon as possible and provide photos / video. In such cases, we will arrange a free exchange or a full refund in accordance with Article 8 of the Law of Ukraine "On the Protection of Consumer Rights."

7. Grounds for Refusing a Return

We may refuse a return / exchange if:

  • the 14-day period has been missed;
  • the tags / labels are missing or the item shows signs of use;
  • the item is on the list of goods that are not subject to return;
  • the actual item does not match the request / order.

8. Contacts

Expected response time: during business hours — within 2 hours.