Aftown Mall Returns and Exchanges
Can I get a refund?
We do not offer refunds on our products, but we would be glad to offer you store credit on select products (kindly check return status before you buy). Returns for store credit will be accepted within the first seven (7) days from receipt of your order, as long as your order is still in sale condition.
Products that have been removed, washed, worn and/or tampered with are not eligible for a store credit; therefore, please examine each product first in its original sale condition to make sure you are completely satisfied.
If your package is returned to sender, you will be responsible for all newly accrued shipping fees associated with the resending of your package. Returned packages must first be received prior to us resending your package. Packages that have been returned to sender and are no longer wanted, will not be refunded, but issued as store credit, excluding the initial shipping cost.
Some (not all) of our brands accept returns. In the case of returns, your store credit shall be processed after the product(s) being returned is/are received by the brand. Please note that you may not be reimbursed for original shipping and customs charges.
How can I cancel my order?
Cancelling your order within the specified time frame is very easy. Simply get in touch with us by emailing firstname.lastname@example.org specifying: (1) your order number; and (2) that you would like to cancel your order.
We will then get in touch with the relevant brand on your behalf and confirm your cancellation as soon as possible.
Please note that your money is only taken when the order is confirmed; so if you cancel before the confirmation email, no money will have left your account.
When can I cancel an order?
When you place your order, we will acknowledge your order via email and will then confirm the order with the relevant brand. Once the brand has confirmed that it can process the order, we will send you a confirmation email (usually within 2/3 working days upon placing your order).
Orders can be cancelled without any hassle or cost to you at any time before you receive the confirmation email.
Once the confirmation email has been received, your order is already being processed: payment has been taken from you and we have arranged for delivery. At this point, please follow the Returns process above.
What if I never received the products I paid for?
As the products we sell are delivered directly from our brands, we cannot control the delivery process; although, we try our best to ensure that all products are delivered on time and in good condition.
However, if you do not receive your order by the estimated delivery date, please get in touch with us at email@example.com and we will investigate for you. If any product has gone missing, we will do our best to reorder the same product for you or offer you a full refund in store credit.
How do I ensure that the items I return have been received?
For faulty items, we will provide you with a pre-paid returns label for a tracked postage service. You can, therefore, track the delivery of the product(s) to the relevant brand.
For all other items being returned, in accordance with each brand’s policy, we recommend that you send the product(s) via tracked and “signed-for” delivery so that you will have proof of delivery and acceptance by the brand. In most cases, the shipping costs for returning unwanted items will be incurred by you.
Can I exchange my order?
Yes. We are happy to accept your exchange request within seven (7) days of receipt of your order, as long as your order is still in sale condition. Products that have been removed, washed, worn and/or tampered with are not eligible for an exchange; therefore, please examine each product first in its original sale condition to make sure you are completely satisfied. We reserve all rights to decide whether the product(s) are eligible for exchange. We also reserve the right to reject an exchange request previously approved upon receipt.
Do I have to pay for the shipping of my exchange?
Yes, you are responsible for all shipping charges associated with an exchange if the correct item was received. Upon approval of your exchange request, we will follow up with next steps regarding the process.
Can I exchange any product (s) without contacting you or getting my exchange approved?
No. You must contact us prior to sending your exchange; send an email to firstname.lastname@example.org and state the reason for returning the product. Products sent back without approval are not eligible for exchange and will be returned to sender.
My exchange has been approved and sent back, now what?
Exchanges currently run on a 15-working-day processing time. After your exchange request has been approved and sent back, we will follow up with you via email, once your order has been retrieved from our returns facility. Please note that delivery of your return does not mean that your package has been picked up.
I want to exchange for a product of lesser value. Will I get refunded the difference?
If you are exchanging for a product of lesser value, the variance in price will be issued as store credit after subtracting the cost associated with shipping out your exchange.
What if I want to exchange for a product of greater value?
If you are exchanging for a product of greater value, the variance in price will be issued/emailed as an invoice including the cost associated with shipping out your exchange.
When and how can I return a product?
The process for returning products is as follows:
-If the product you receive is faulty, damaged or not the product that you ordered:
You have 14 days from receipt of the product(s) to notify us that you would like to return or exchange the product(s). You then have another 14 days to send the products back to the relevant Partner.
Please get in touch with us at email@example.com specifying: (a) your order number; (b) that you would like to return your product; (c) explaining what the fault or issue is; and (d) attaching any evidence of the fault (e.g. photos).
We will immediately contact the relevant brand with this information and, unless it is reasonably deemed to not be a fault (e.g. if it is part of the design), we will email you a pre-paid returns label. Please print this label and attach it to the parcel containing the product(s).
You then have 14 days from receipt of the pre-paid postage label to send the product(s) in their original packaging and condition to the address specified.
-For any other reason:
Please refer to the specific returns policy on the brand’s page of our site as some brands do not accept returns unless the product you receive is faulty, damaged or not the product that you ordered. If you are not sure whether you can return a product, please get in touch with us at firstname.lastname@example.org.
If the relevant brand accepts returns, please get in touch with us at email@example.com specifying: (a) your order number; (b) that you would like to return your product; and (c) identifying the reason for the return. We will then send you an email with the postage address of the relevant brand to return the product(s) to. You will then have 14 days from receipt of the brand’s postage address to send the product(s) in their original packaging and condition to the address specified.
You are liable for any diminished value of the product resulting from the handling of the product in any way before it is returned to the brand. Neither the brand nor Aftown Mall will accept any liability for the product(s) being lost or damaged in the delivery of the product(s).