Returns & refunds

1. Check your order when it arrives

Please check your items when they are delivered. If anything is wrong, damaged, faulty or missing, tell us within 24 hours of delivery on WhatsApp or by phone, with your order number and a photo of the problem.

2. Wrong, damaged, faulty or missing items

If we sent the wrong item, or an item is damaged, faulty or missing, we will put it right at no cost to you: we replace the item, or refund it in full if a replacement isn't available. We arrange the collection of the item ourselves.

3. Changed your mind or the size doesn't fit

• You can return an item within 7 days of delivery if it is unworn and unwashed, with its tags and original packaging.
• You can choose an exchange for another size or colour (if in stock) or a refund of the item price.
• Return delivery: our rider collects the item; the delivery fee for your area is deducted from the refund, or paid for an exchange . The original delivery fee is not refunded.

4. Items that can't be returned

Unless they are wrong or faulty, these items can't be returned for hygiene reasons or because they were ordered specially for you:

• Underwear, swimwear and socks
• Perfumes and beauty products once opened or with the seal broken
• Items shipped from abroad: they are paid upfront and non-refundable (see our Terms)
• Customised items, with a name or number you chose

5. How refunds are paid

• We refund after the returned item reaches us and has been checked, within 7 working days.
• Orders paid with Mobile Money or card are refunded to the same account or card through our payment provider. Card refunds can take a few extra days to show, depending on your bank.
• Orders paid with cash on delivery are refunded by Mobile Money to your number.
• If a delivery fails (refused, unreachable or address not found), an order you paid online is refunded minus the delivery fee and our payment provider's fee, as explained in our Delivery policy.
• Payment provider fee: when a refund is your choice (you cancel, change your mind about an item, or a delivery fails), we deduct the fee our payment provider keeps on online payments. You see the exact amount before you cancel and in your refund email. When the mistake is ours (wrong, faulty or missing item, or we cancel), you get a full refund.
• You can cancel an order yourself in My orders until we start preparing it. Paid items shipped from abroad can't be cancelled (see our Terms).

6. How to start a return

1. Message us on WhatsApp or call +256 786 322 408 with your order number, the item and the reason.
2. We confirm the return and agree a collection time with you.
3. Hand the item to our rider in its original packaging, with the tags on.
4. We check it and send your exchange or refund.

These rules don't take away any rights you have under the laws of Uganda.

Last updated 1 November 2026.