Legal

Refund & Returns Policy

Last updated: 1 January 2025

7-Day Window

Initiate your return within 7 days of delivery.

Free Returns

We cover return shipping on defective or wrong items.

Easy Process

Start via WhatsApp or your order page.

1. Return Eligibility

We want you to love what you receive. If you are not completely satisfied, we accept returns on most items within 7 days of confirmed delivery, provided all of the following conditions are met:

  • Item is in original, unworn, unwashed condition
  • Original tags are attached
  • Item is in its original packaging
  • Return is initiated within 7 days of confirmed delivery

2. Non-Returnable Items

The following items cannot be returned:

  • Items marked as 'Final Sale'
  • Intimates, swimwear, and pierced jewellery (for hygiene reasons)
  • Opened beauty and skincare products
  • Digital products and gift cards
  • Items damaged through customer misuse

3. How to Initiate a Return

  1. Report via your order page: Go to My Orders, find the relevant order, and click “Report a problem” within 7 days of delivery.
  2. Or contact us on WhatsApp: Message us at +233 20 000 0000 with your order number and photos of the item.
  3. Wait for approval: Our team will review your request within 48 hours and provide return instructions.
  4. Ship the item: Once approved, package the item securely and send it to the address provided. Retain your proof of postage.

4. Refund Processing

Once we receive and inspect the returned item, we will process your refund within 3–5 business days. Refunds are issued via the original payment method:

  • Mobile Money refunds are typically received within 24 hours of processing.
  • Card refunds may take 5–10 business days depending on your bank.

Original shipping costs are non-refundable unless the return is due to our error (wrong item, damaged item).

5. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos. We will arrange a free return and either send a replacement or issue a full refund, including shipping costs.

6. Exchanges

We do not process direct exchanges. If you need a different size or colour, please return the original item for a refund and place a new order.

7. Contact

For any questions about returns, contact us at support@miss28.com or via our Contact page.