Product Exchanges & Replacements
We offer replacements for eligible items to help ensure you receive the correct product or size. The process described below explains eligibility, how to request an exchange, and what to expect once a replacement is approved.
Eligibility
- Exchanges are available for items that are unused, in original condition, and returned with all original packaging and tags when required by the product details.
- Some product categories (for example, perishable or personalised items) may be excluded from exchange eligibility — check the product page for any exceptions or specific conditions.
- Exchanges must be requested within the return window indicated on the product or order page.
How to Request a Replacement
- Sign in to your account and open the order that contains the item you wish to exchange.
- Select the item and choose the exchange option, indicating the desired replacement (same item, different size, or an approved alternative).
- Follow the on-screen instructions to submit your request and include photos if the item arrived damaged or incorrect.
Inspection and Approval
Returned items are inspected to confirm they meet exchange eligibility. Approval is required before a replacement is dispatched. Providing clear photos and accurate information with your request helps speed up the review.
Replacement Fulfilment
If the requested replacement is available and the returned item meets eligibility requirements, a replacement will be processed. If the exact replacement is unavailable, you may be offered an alternative or a reimbursement to the original payment method.
Price Differences
If the replacement item has a higher price than the original purchase, the price difference may be required before the replacement is fulfilled. If the replacement is lower in price, the difference will be refunded to the original payment method.
Damaged or Incorrect Items
If you received a damaged or incorrect item, indicate this when submitting the exchange request and include clear photos. Claims supported by evidence are prioritized for faster resolution and replacement.
Multiple-Item Orders
Items from the same order may be handled separately. Each item eligible for exchange will have its own request and processing steps visible in your account.
Exceptions & Non-Standard Cases
Some items may require special handling (e.g., bulky, fragile, or specially marked products). Instructions for these cases will be provided in the exchange flow if special steps are needed.
Return Preparation
When returning an item for exchange, ensure it is securely packaged and includes all original components. Items that arrive damaged due to improper packing may affect eligibility.
Note: Exchange availability, eligibility windows, and any product-specific requirements are displayed on product and order pages. Refer to those details when initiating an exchange request.