What is our returns policy?
A request for an exchange or return, must be submitted within 14 days of receiving your order.
The item(s) must be in original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on garments, as we cannot accept garments that have incurred any makeup stains or that smell of perfume. The item(s) must be returned to our warehouse before the refund or exchange can be issued. The ability to fulfil exchange requests will be subject to the availability of garments at the time at which the return is received for processing.
FAREWELL TOUR ITEMS: Discounted items sold as part of our 'Farewell Tour' are eligible to be returned for exchange or store credit only, no refunds. This is as stated on each of the individual product pages.
NOTE: During promotional periods, items purchased using a discount or promotional code are eligible for exchange or store credit only. This is subject to the terms and conditions of the individual promotion.
Only authorised returns will be processed. Any returns sent without authorisation will be refused and it will be the responsibility of the customer to arrange collection of their garment.
FANTASY FLASH SALE 25% OFF RETURNS POLICY
Any purchases made using the FANTASY promotional code are eligible to be returned for exchange or store credit only, no refunds. A return may be applied for within 14 days of receiving your purchase, standard returns criteria applies. See above policy for more details.
An exchange can be requested for a different size or style at the same full price value. If an exchange is requested for an item at a higher price, then the cost difference between the 2 items will be payable at the point of exchange. Store credit will be issued to a customer's account, based on the discounted price paid for the garment.
How do I organise a return?
If you've met the above requirements, you may submit a Return Request through our website. Simply log in to your account and go to My Account. Go to Completed Orders, then click Return Item(s) next to the item you want to return. Fill out the following on the Return Request:
Item to return
Select return or request an exchange
Once done, click Submit Return Request. You will receive a confirmation e-mail once the Return Request is sent.
If you didn't make an account with us simply email firstname.lastname@example.org
Once your return request has been authorised we will contact you via email and supply you with a Returns Authorisation (RA) Number, the return address details and a Returns Form, which should be included inside your return package. Please wait to receive all required returns information before sending any returns. Our team is off duty on Sunday, so if you submit an online return request over the weekend we will reply on Monday.
We recommend using a registered postal service to return goods, and keeping a record of the tracking details, as we are unable to be held liable for the loss of your item being returned.
Where do I send my returned item?
All items need to be received into our returns centre in Los Angeles, California. We will provide you with the full address details when once your return has been authorised. Please do not return any items before requesting a Returns Authorisation (RA) Number.
How long will it take to process my refund?
Once we receive your return, please allow 3-5 business days for your return to be processed at our warehouse. We’ll send you an email once our team has processed your refund. PayPal and Credit Card refunds can take up to 10 business days to clear back into your account. Your refund can only be credited back to the original payment method.
How long will it take to process my exchange?
Once we receive your return at our warehouse, please allow 3-5 business days for your return to be processed by our team. We’ll send you an email notification once your exchange has been shipped so you know it’s on the way.
Are returns free?
The shipping cost of returning item(s) to the Réalisation warehouse for an exchange or refund, is not covered or reimbursed by us. However, if you request an exchange, we will arrange the shipping of the new item to you. We understand that some international postage can be costly, so we do not expect express shipping on returns. The returns period applies to the time in which a return must be requested.
Customs duties & taxes
Any customs duties and sales taxes paid on your purchase are non-refundable through Réalisation. However, you may be able to recover these by contacting your local customs office directly. Refunds for returns apply to the purchase price of the garments only.