Refund and Returns Policy

You can return any item for a refund within 7 days of receiving it. All that we ask is that you:

• Ensure that the item(s) are in their original condition (unworn & unwashed) with tags (where applicable) or boxes (e.g. shoe, jewelry boxes etc) intact.
• Package the item(s) properly before handing it over to the pickup personnel.

Please allow up to 7 working days for the excellentia Team to process your refund once the item is received. Items not returned after 7 days of receipt will no longer be covered by our return policy.

Our process is as follows:

1. Make a return request by contacting us via contact@excellentiashop.com
2. Your request will be reviewed by us and we will get back to you within 24 to 48hrs.
3. After your request has been reviewed, we will contact you and advise you on the best way forward depending on the reason for your request.
4. If the agreed upon means of resolution is to Return the item, then you will be contacted on how we intend to retrieve it.
5. Please ensure that the item is in the same condition it was in when you received it. Also, you are expected to package it properly before handing it over to the pick up personnel, if items arrived in boxes e.g shoe or jewellery boxes etc, you must put them back into their boxes.
6. Once the item arrives our office (this will take between 2 to 5 days depending on your location), it will be fully inspected to ensure all is intact. You will then be contacted.
7. If all checks out, we will process your return based on one of the following options : Convert funds to Store Credit, Exchange or Refund . Note that we may not always honor your request for a exchange due to availability of the product.
   • For Store credit, allow up to 2 – 3 working days For Exchange, allow up to 2 -3 working days.For Refunds, allow up to 2 -3 working days.
   Please note that you are eligible to request for a return within 7days of receiving it after that we will not be required to honor any return request.