Refund policy

Last updated: 14 October 2025

Overview

We offer a 30-day return policy. You have 30 days from the date of delivery to request a return. This policy applies to orders delivered in the United Kingdom, United States, Australia, and Canada. In addition to our store policy, country-specific consumer rights may apply (see below).

Eligibility

• Items must be in the same condition you received them: unworn or only tried on, clean, and in their original packaging with all accessories (e.g., pins/adapters/tools) and tags.
• Missing parts or accessories (e.g., pins/adapters/tools) → return not accepted.
• We accept returns for sale/clearance items under the same conditions.
• Customized/personalized items (if ever offered) are not eligible for return unless defective under applicable law.

Start a Return (RMA)

To request a return authorization, contact us at [email protected] or via your account page (if enabled). Do not send items back without authorization. Once approved, we will provide the correct local return address for your country of delivery (e.g., UK returns to a UK address).

Who Pays for Return Shipping

• Change-of-mind returns: Customer pays return shipping. We do not issue prepaid labels.
• Method: Please use a tracked service and keep the tracking number. Until we receive the parcel, the goods remain your responsibility.

Restocking Fee & Exchanges

• Refunds (returns): A small processing/restocking fee of US$2.99 (or local-currency equivalent) is deducted from approved refunds.
• Exchanges: No restocking fee. After we receive/approve your return, we issue a coupon/credit so you can place a new order for the desired item/size/color.

Condition Assessment & Partial Refunds

All returns are inspected. If items are not in like-new, resellable condition (e.g., signs of wear/soil, missing inner packaging), we may either reject the return or offer a partial refund. If you prefer to keep a slightly damaged item, you may request a partial refund instead of returning it.

Damaged / Defective / Wrong Item

• Please inspect your order upon delivery and contact us within 7 days if an item is defective, damaged, or incorrect.
• Provide photo evidence (outer box, shipping label, inner packaging, and item).
• Remedy: We can arrange a replacement or a refund after verification. (For “delivered but not received” or shipping-stage issues, see our Shipping Policy.)

Non-returnable Situations

• Items returned without authorization (no RMA) or to the wrong address.
• Items missing parts/accessories (pins/adapters/tools) or not in like-new condition.
• Any health/safety risk due to use or soiling (beyond try-on).

Bundles & BOGO

• Items sold as a bundle must be returned together.
• Partial returns of a bundle are not accepted unless we explicitly agree to a partial refund arrangement in writing.

Refunds

• We’ll notify you once your return is received and inspected. If approved, refunds are issued to your original payment method within up to 10 business days.
• Your bank or card issuer may take additional time to post the refund.
• Original shipping fees (if any) are non-refundable, unless required by local law.
• If more than 15 business days have passed since approval, please contact us at [email protected].

Refused / Unclaimed / Incorrect Address

• If an order is refused, unclaimed after the carrier’s hold period, or returned due to incorrect/incomplete address, we will refund the item price minus:
  • the actual outbound shipping cost (if any),
  • the carrier’s return charges, and
  • the US$2.99 restocking fee.
  Note: If a free-shipping promotion applied, we may still deduct the actual outbound cost incurred by us.

Country-Specific Rights

United Kingdom & European Union – 14-Day Cooling-Off

If your order is shipped into the UK or EU, you have a legal right to cancel within 14 days of delivery for any reason. You must return the goods without undue delay; return shipping is at your cost unless we state otherwise. We may withhold the refund until we receive the goods or evidence of return. Items must be in like-new condition with all accessories and packaging.

Australia – Consumer Guarantees

Your rights under the Australian Consumer Law (ACL) apply in addition to our store policy. If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund depending on the nature of the failure.

Canada & United States

Local consumer protection laws may provide additional remedies for defective or misdescribed goods. These rights apply alongside our store policy.

Duties & Taxes

Where import duties/taxes are payable by the customer, these are non-refundable by us. If a parcel is refused to avoid duties/taxes and is returned to us, deductions described under “Refused / Unclaimed / Incorrect Address” apply.

Contact

Email: [email protected]
Phone: +44 7846 960358
Business entity: KZL Agency OÜ, Keemia tn 4, 10616 Harjumaa, Tallinn, Estonia