Returns & Refunds
We stand behind every product. If something isn't right, we'll make it right.
30-day return window
You have 30 days from the date of delivery to request a return. Items must be unused, in original packaging, and accompanied by proof of purchase.
How to return an item
- Log into your account and navigate to Order History
- Select the order and click 'Request Return'
- Choose your reason and upload photos if the item is damaged
- Our team will review within 2 business days and provide a return label
- Drop off the package at your nearest courier drop-off point
Refund timelines
- Approved refunds are processed within 5–7 business days
- Credit appears on your original payment method within 7–14 days depending on your bank
- Citysoko store credit refunds are instant upon approval
Non-returnable items
- Custom-order or personalised items
- Items marked as final sale at time of purchase
- Hygiene products opened after delivery
- Perishable goods