Exchanges and Replacements
This page explains our standard approach to exchanges for purchases made through our online store. It covers eligibility, required item condition, how exchanges are processed, and special cases such as size or color changes and defective products.
Eligibility
Items may be eligible for exchange if they meet the eligibility criteria specified in the order details. Eligibility may vary by product category and any item-specific restrictions shown on the product page at the time of purchase. Items must be returned in substantially the same condition as received, with original packaging, tags and accessories unless otherwise noted.
Condition requirements
To qualify for an exchange, returned items should be unused, unworn, unwashed and free from damage (unless the exchange is due to a defect). For hygiene-sensitive goods (for example, certain personal care items or fitted garments), exchanges may be limited if protective seals or hygiene tags have been removed. We reserve the right to refuse exchange or apply an adjustment where an item shows signs of use beyond what is acceptable.
How to request an exchange
Start the exchange process using the returns or order management tools in your account. The system will guide you to select the item, specify the exchange reason (e.g., size, color, defect) and choose available replacement options. Exchanges require an approved return authorization; unsolicited returns may not be accepted.
Processing exchanges
After receiving and inspecting the returned item, we will confirm whether the exchange can proceed. If approved, we will arrange shipment of the replacement item subject to availability. In cases where the requested replacement is unavailable, we may offer alternative items or a store credit option in lieu of the exchange.
Size, color and variant exchanges
Exchanges for a different size, color or variant are accommodated when the replacement item is in stock and eligible for exchange. Size charts and product measurement details on the product page can help select the correct replacement. If the requested variant is unavailable, the returns workflow will present available alternatives.
Defective or incorrect items
If you receive an item that is defective, damaged or not what was ordered, indicate the issue when initiating an exchange and provide supporting photos if requested. We will prioritize inspection and resolution for such cases and provide instructions for returning the item and receiving a replacement where appropriate.
Non-exchangeable items
Certain products may be marked as non-exchangeable or final sale in the product description. Such items cannot be exchanged unless faulty or received in error. Please review product details before purchasing for any non-exchangeable designations.
International exchanges
Cross-border exchanges may be subject to customs requirements and import regulations when returning or receiving replacement goods. Follow the exchange instructions in your order and ensure accurate declarations on any required documentation. Replacement availability and customs processes may affect how an international exchange is completed.
Inspection, adjustments & disputes
All returned items are subject to inspection. If a returned item does not meet the stated exchange conditions, we will notify you of the decision and any adjustment. If you disagree with the outcome, follow the dispute steps in your order record so we can review the matter further.
This overview describes our standard exchange practices. Specific orders may include additional exchange terms visible in the order confirmation and account order details.