Returns Policy

Return Policy

Overview

We want you to be completely satisfied with your purchase. If you're not happy with your order for any reason, you may return eligible items within 14 days of delivery for a refund or exchange.

Return Period

  • You have 14 calendar days from the date of delivery to initiate a return
  • The return period begins on the day you receive your order
  • Items must be postmarked for return within the 14-day window

Eligible Items

Returnable Items

  • Unused and unworn items in original condition
  • Items with all original tags, labels, and packaging intact
  • Items that have not been washed, altered, or damaged

Non-Returnable Items

  • Final sale or clearance items
  • Intimate apparel and swimwear (for hygiene reasons)
  • Personalized or custom-made items
  • Digital products or gift cards
  • Items marked as "non-returnable" on the product page

Return Process

Step 1: Initiate Your Return

Contact our customer service team within 14 days of delivery:

  • Email: info@twenty-three.info

Please provide:

  • Order number
  • Item(s) you wish to return
  • Reason for return

Step 2: Receive Return Authorisation

  • You'll receive a prepaid return shipping label (if applicable)
  • Instructions for packaging your return

Step 3: Ship Your Return

  • Pack items securely in original packaging when possible
  • Attach the prepaid return label to the outside
  • Drop off at any authorised shipping location

Refund Information

Processing Time

  • Returns are processed within 5-7 business days of receipt
  • Refunds are issued to the original payment method
  • Please allow 3-5 business days for the refund to appear in your account

Refund Amount

  • Full refund: Items returned in original condition within 14 days
  • Shipping costs: Original shipping charges are non-refundable unless the return is due to our error
  • Return shipping: Free for defective or incorrect items; customer pays for other returns

Exchanges

  • Direct exchanges can be processed for different sizes or colors of the same item
  • For exchanges to different items, we recommend returning for a refund and placing a new order
  • Exchanges are subject to availability

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately (within 48 hours of delivery)
  • Provide photos of the damage/defect
  • We'll arrange for a replacement or full refund including shipping costs

International Returns

  • International customers are responsible for return shipping costs
  • Customs duties and taxes are non-refundable
  • Allow additional time for international return processing

Important Notes

  • Items must be returned in the same condition as received
  • We reserve the right to refuse returns that don't meet our policy requirements
  • Repeated returns may result in account restrictions
  • Original shipping costs are only refunded if the return is due to our error

Contact Us

For any further questions or concerns, please reach out to us at:
info@twenty.three.info