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Refund & Return Policy

1. Receive a faulty item?

    We're really sorry to hear this! In the unlikely event that you've received a faulty item, please send an email to shopinnerbility@gmail.com immediately with the following information:

    • Your order number
    • Which item is damaged
    • Photographic evidence
    • Photo of the label

    Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time. All labels must still be attached to return the goods. Item(s) cannot be returned if the label has been cut/removed.

    If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!

    All claims for parcels arriving damaged must be made within 7 days of the delivery date.

     

    2. How can I exchange my item?

    If you want a size exchange after receiving your items, please send an email to shopinnerbility@gmail.com immediately with following information:

    • Your order number
    • Which item you want a size exchange
    • New size

    Please note, that if the item has been worn, washed or used in any way, your item cannot be replaced due to industry standards on Health and Hygiene, and wear and tear. Item(s) cannot be exchanged if the label has been cut/removed.

    The customer will be required to cover any costs involved in order to exchange your goods. We are not the couriers and cannot be held liable for any costs which are incurred in using their services.

    All exchanges must be made within 7 days of the delivery date.

     

    3. I entered the wrong item / wrong size / shipping address. What do I do?

    We can change your item / size / shipping address only before item(s) enter processing. Simply send an email to shopinnerbility@gmail.com immediately with the following information:

         * Order number

         * Wrong item name / shipping address

         * Correct item name, size, and color / shipping address

    We are unable to make any changes or amendments to your order if your order entered processing. If your package is unable to be delivered because of an incorrect shipping address input by the customer, there is a 30% fee for an order cancellation or refund.All refunds are given in store credit.

     

    4. Order Cancellations

    Orders can be cancelled anytime before your package enters processing. Once your order enters processing your order cannot be cancelled. Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the total price regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

     

    5. How can I receive a refund?

    You are able to receive a refund when you return your item(s) back to our facility. We will provide you with a refund in store credit for the cost of your purchase when your item(s) are received back at our facility in good condition and in its original packaging.

    All returns must be made within 7 days of the delivery date.

    If the item returned is not in its original packaging, you will only receive 75% of what you paid for that item in your store credit refund.

    If your item does not arrive within 2 months of your purchase, you're eligible for a refund in store credit on the items missing.

    You can find all the Return/Exchange information you need in our FAQs page, under "Order Returns & Exchanges".

    Please provide us with your:

    • Order number
    • Item you're returning

    Please return:

    • The item in good conditioning and its original packaging