Client care

Returns & Exchanges

We want every piece to feel as considered on you as it does in the atelier. If something isn't right, here is exactly how it works.

Step 01
14-day return window
You may return eligible pieces within 14 days of delivery. The window begins on the day your parcel is signed for. Requests made after 14 days cannot be accepted.
Step 02
Condition of returned items
Items must be unused and unworn, with all original tags attached and returned in their original packaging, including dust bags, boxes and protective wrapping. Pieces showing perfume, makeup, deodorant marks or alterations will be returned to the client.
Step 03
Non-returnable items
For hygiene reasons, opened skincare, perfumes and makeup cannot be returned. Earrings, made-to-measure abayas and personalised pieces are final sale.
Step 04
Exchanges
Exchanges for a different size or colour are offered free of charge once per order, subject to availability. Contact client care with your order number and we will reserve the replacement while your return is in transit.
Step 05
Refund timeline
Once your return reaches the atelier it is inspected within 2 business days. Approved refunds are issued to the original payment method and typically appear within 5–10 business days depending on your bank.
Step 06
Return shipping
Return shipping is complimentary for orders above KES 5,000 and for any item that arrives faulty or incorrect. Otherwise a flat KES 350 handling fee is deducted from the refund.

Start a return

Open your order history and select the order you'd like to return. Our client care team replies within one business day.