Boutique Policies
Returns & Exchange Policy
We value your satisfaction. Here is how we handle returns, exchanges, and sizing swaps.
✦ Size Swap & Exchanges
We understand that ordering shoes online can sometimes result in a size mismatch. We are happy to exchange items for a different size under the following conditions:
- Exchange requests must be submitted within 3 days of delivery (Nairobi area) or 5 days of parcel receipt (nationwide).
- The shoes or handbags must be completely unworn, clean, and in their original packaging without signs of damage.
- Sizing swaps are subject to stock availability. If the desired size is sold out, we will issue a store credit note.
✦ Logistics & Shipping Costs
Unless an item has a manufacturing defect or the wrong product was sent by our dispatch team:
- The customer is responsible for all shipping costs to return the item to our CBD shop.
- Rider or parcel delivery fees for sending the exchange item will be paid by the customer.
- Alternatively, you can visit our physical showroom on Tom Mboya Street, Meru South House, 2nd Floor, Shop 204 to do the swap free of charge.
✦ Refunds & Store Credit
Please note our refund policy guidelines:
- We do not offer cash refunds. All approved returns qualify for **store credit notes/vouchers** valid for 6 months, or an direct exchange for another item.
- Defective items must be reported within 24 hours of delivery with photos sent to our WhatsApp support line for an immediate M-Pesa reversal or exchange replacement.
Need to Start an Exchange?
Contact us directly on WhatsApp with your Order ID, product details, and the size you need.
swap_horizContact Exchange Support