Return And Refund

Returning an unwanted item?

We understand, don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.

You have 14 days from when your order was delivered to request a return, whatever the reason.

The product must be returned in exactly the same condition in which you received it: unworn, unwashed, not modified in any way and with all of its labels tags and accessories.

To make returns, get in touch with the customer care team and you will be directed on how to get a returns label.

Please note that you will be responsible for the cost of returning the goods to us.

You are responsible for returning items until they reach us. While returning, make sure they are packed up properly and can't get damaged along the way.

Pre-ordered items cannot be returned or replaced unless the item is incorrect.

Shipping fees are non-refundable unless in cases where the entire order is faulty or incorrect.

No exchange on international orders.

If we notice or suspect someone is making returns in an irregular manner, always returning orders and (actually wearing and returning products) the customer's account or any associated account will be deactivated. If we mistakenly deactivate your account without reasons, please get in touch with our customer care and we will be happy to help.

Please note that we reserve the right to take legal action against you if the goods you return don't match what you ordered and does not meet our returns policy standards.

Sorry, but you cannot currently request changes. We're not able to offer an exchange on returned items. If you need a different size or colour of an item, you can return the product and place a new order.

You have 14 days after receiving the order to request a return. The procedure is quick and easy.

As a Registered User you can send us your return request directly from your My Cynthia Abila account:

• Go to your profile page
• Go to the "My Orders" section, select the order that contains the product you want to return and click on "Request Return"
• You will receive an email with the label to print and apply to the package, the tracking number to track the delivery and the telephone number of DHL
• Be sure to protect the products by choosing a box of an appropriate size
• Arrange the collection of the package with DHL: call the phone number provided in the email or go to www.dhl.com. Make sure that no more than 14 days have passed since you requested to return the item.

As soon as your return package is delivered to our warehouse, the Quality Control Department will carry out the necessary checks. If successful, we will send you an email to confirm your return.

Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

Finally, if you want to use a different courier, you will be charged for the delivery costs. We recommend that you choose a trackable delivery service so that you can trace your package at any time.

You have 14 days after receiving the order to request a return.

Using the "Customer Services/Return Request" option in the menu, you can return an item even without being registered.

Just follow the information found in the pop-up which will appear.

We will send you a mail with the Tracking Number to track your return as soon as your package reaches the DHL centre handling your shipment to our warehouse.

Your package will be picked up by our Quality Control Office which will check the conformity of the return. If the outcome complies with our return policies, you will receive a confirmation mail within a few days..

If your return is not approved, our Customer Services will contact you.

Remember that the return package can only be collected from the country where you received your order. If shipped from a different country, it will be blocked by customs.

We recommend that you choose a delivery service with a tracking option so that you can trace your package at any time.

As soon as you discover a fault, please contact our Customer Care Team with the following information:

The order number

The faulty item's name and number

A description of the fault

If you are a registered user, log in to your My Cynthia Abila account, go to My Orders, select "Request Return" and specify your problem.

Using the "Customer Services/Return" option in the menu, you can return an item even without being registered.

After we have received your returned item and have checked the damage, we will forward the refund request. Please note that we cannot accept items that are not in the same condition in which you received them. We will update you regularly by email until you confirm your request.

If you meet the return requirements, please ship the item to:

Cynthia Abila Studios

No 2 Seiviri Street off Yedseram Street

Maitama, FCT,

900271

Abuja.

NO REFUNDS except in cases where the order has been cancelled in less than 24 hours before the item leaves the warehouse.

We don't offer exchanges. If you would like a different colour or size, please return your unwanted item and place a new order.

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

• - We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
• - You can also check if your order has been split into more than one parcel by logging into 'My Account' and checking my orders.
• - The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
• - If you’ve placed multiple orders within a few days of each other and are being shipped to the same delivery address, your orders may have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed in the same.

If an item is missing, please get in touch with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.