Returns and exchanges are allowed if the product(s) you received is defective or damaged. Damaged product(s) must be returned within seven (7) working days upon receipt. The product(s) must be unworn, unwashed, unaltered, with the tag/label still attached and in the original packaging (if available). This policy is only applicable on full-priced item(s) purchased on our site. If the item requested is not available in stock, you may either cancel the request or exchange with another item of the same price. All intimatewear, shapewear, swimwear, undergarments and cosmetics are strictly non-returnable/non-exchangeable once your order is confirmed. Please note that return/exchange will be made at your own cost. Exchange and refund will only be made once your request is approved by Cakenis. You are unable to change/cancel your request once it is confirmed.
Customers are advised to contact us at email@example.com with your order number and product details before returning the product.
Any products returned must abide by the terms mentioned above. We reserve the right not to allow the return/exchange of products should the conditions above are not met. All shipping costs are to be borne by the customer and we are not liable for any loss or damage during delivery.
Frequently Asked Questions (FAQ)
- How do I return a product?
If you received a damaged product, you may request for an exchange within seven (7) days of receiving your parcel. Drop us an email at firstname.lastname@example.org with your order details and we’ll get back to you as soon as possible!
- How do I know my returned item has been received?
We will notify you as soon as we receive your returning parcel and your return request will be processed accordingly. Please allow up to another fourteen (14) days for you to receive your exchanged item.
- Can I collect or return the product at your HQ?
Unfortunately we do not allow returns or exchanges directly from our HQ. Please email email@example.com with your product details instead and we will assist you on how to return/exchange your product(s).
- How long will my return/exchange be processed?
All return/exchange requests will be processed within seven(7) working days upon parcel receipt.
- Will my reward points be refunded as well?
We regret to inform you that all reward points used will not be refunded as it has been utilized for your prior purchase. Rewards points earned for returned items will be credited from your account too.
- Can I get a refund instead?
We strictly do not allow cash refunds. If you received a damaged product, you may only request for an exchange of the same item. If your exchanged item is no longer in stock, you are allowed to exchange for another item of the same value. We will not refund the price difference should you choose a lower priced item.
- I received an incorrect replacement item, what should I do?
We’re so sorry! Kindly notify us at firstname.lastname@example.org for further assistance.
- Can I return something that I bought on sale?
Unfortunately no, all sale items and purchases made with discount coupons are and final strictly non-exchangeable and non-returnable.
- What items cannot be exchanged?
All intimatewear, shapewear, swimwear, undergarments and cosmetics are strictly non-returnable/non-exchangeable once your order is confirmed. Other apparel items can be exchanged subject to availability. Due to unpredictable stock movement and to avoid further disappointment, we encourage you to choose your size correctly and refer to our size guide when placing an order.