Returns & Exchange
Not the right fit? We want you to feel completely at ease — in our clothes and with your purchase.
At a Glance
We put as much care into our exchange process as we do into our fabrics. Here's a quick overview.
Exchange Only
We follow an exchange-only policy. No refunds — but we'll get you the right fit.
14-Day Window
Request a size exchange within 14 days of delivery.
Free First Exchange
Your first exchange is on us. Subsequent exchanges are at your cost.
When Can You Request an Exchange?
We're happy to help if you've received an incorrect product, need a different size, or if your order has a genuine quality or manufacturing defect.
Please reach out within 48 hours of delivery for damaged or incorrect items, or within 14 days for size exchanges.
Please note: We offer size exchanges for the same product, style, and colour only. If your required size is unavailable, we'll issue a store credit for the full amount — redeemable on any future order of equal or higher value.
How to Place an Exchange Request
- Get in Touch — Email us at care@houseofkoy.com with your order number, delivery address, and reason for exchange. Attach photos if the item arrived damaged or defective.
- We'll Confirm — Our team will review your request and respond within 72 working hours with next steps.
- Reverse Pickup — We'll arrange a pickup from your doorstep within 3–4 working days. Keep the item in its original packaging with all tags attached.
- Quality Check & Dispatch — Once the product reaches us and passes inspection, we'll dispatch your replacement or issue a store credit if the size is unavailable.
What's Eligible?
Eligible for Exchange
- Wrong item delivered
- Size doesn't fit (same product, style, colour)
- Manufacturing or quality defect
- Item in original, unworn condition
- All original tags and packaging intact
Not Eligible
- Items that are worn, washed, or altered
- Items without original tags or packaging
- Free-size garments and accessories
- Products purchased on discount or final sale
- Requests made after the exchange window
What to Expect
Here's a breakdown of timelines depending on your situation:
Common Questions
Can I get a refund instead of an exchange?
We follow an exchange-only policy. If the size you need isn't available, we'll issue a store credit for the full amount. Refunds are only processed for defective products where neither a replacement nor an alternative is in stock.
Can I cancel my order after placing it?
Orders cannot be cancelled once placed. If there's a special circumstance, reach out to us at care@houseofkoy.com and we'll do our best to help.
Why was my exchange request declined?
This can happen if no pickup service is available in your area, if multiple exchanges have been initiated from the same address, or if the item doesn't meet our eligibility criteria.
Can I self-ship the product back?
Yes. Secure the item in its original packaging and email us at care@houseofkoy.com — we'll share the return address and any documents you'll need.
