Return, Refund & Exchange Policy
By Innes strives to ensure you love what you have ordered. You have 14 days from the date your order was delivered to request a return or exchange. Please note that if your request has been approved, it is upon you as the customer to pay for the return shipping label (and new outbound shipping label for exchanges). Original shipping costs are also non-refundable and will be deducted from your return. For exchanges, discounts applied in the original order will not be applicable for the new item; excluding exchanges of sizes
Please note in the interest of hygiene, we do not accept returns and exchanges of jewellery.
Please note items purchased in physical stores are not eligible for returns.
Please note all items that have been discounted more than 20% are final sale (i.e. items purchased during promotional sales greater than 20% off are final sale).
HOW DO I MAKE A RETURN/EXCHANGE?
Ensure your items meet the following guidelines:
- Items are within 14 days of delivery date
- Items are unworn, in original condition and packaging
- Items were not purchased with discount greater than 20% off to be eligible for size exchange.
- Items bought from sales are not eligible for refund.
- Items were not purchased in physical stores.
- Items for exchange have to be of same design.
- If your items meet all the above guidelines, please email firstname.lastname@example.org with your order number and items to return.
- Once we receive your request, please allow up to 4 business days for a response. Once authorised we will send you instructions to return.
- A final inspection will be done to ensure all items are in their original condition before processing your returns. Returns that do not meet our policy will not be accepted and will be returned to you at your cost.
- Please note that refunds can take up to 10 business days to appear in your account. If you do not receive your refund after 10 working days, please contact your payment processor directly for further information.
Replacements for Damaged/Wrong Product:
If an item is damaged or you've received the wrong item, you must report it to us at email@example.com within 7 days of the delivery date. All items must be unworn, in original condition and packaging. Any items reported after the 3 days will NOT be accepted. Please attach photos of the return inquiry. This does not cover damage caused by wear and tear. Please give us 7 working days to get a replacement sent.
Once an order has been placed, we cannot modify or cancel it. Please make sure your order details are correct and any applicable discount codes have been added before completing your purchase.
We are not responsible for any lost or stolen packages. Please contact your local post office for help on recovery of packages.
In the event in which you arranged for your own courier to have the return sent back to us and it got lost/stolen, we hold no responsibility and will not proceed with the refund process unless it has been confirmed that it has return to us.