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Customer Care
Returns & Refunds
We want you to love every purchase. If something isn't right, we make returns simple and fair.
Return Window
You may return eligible items within 14 days of the delivery date. Items must be unused, unwashed, and in their original packaging with all tags attached.
Eligible Items
Most clothing, bags, and accessories are eligible for return. Beauty & care products, earrings, and underwear are non-returnable for hygiene reasons.
How to Initiate a Return
Contact us on WhatsApp (+254 741 111 909) or email hello@glamourcollections.co.ke with your order number and reason for return. We'll send you return instructions within 24 hours.
Refund Process
Approved refunds are processed within 5–7 business days via the original payment method (M-Pesa or bank transfer). M-Pesa refunds typically arrive within 24 hours of approval.
Exchanges
We're happy to exchange items for a different size or colour, subject to availability. Contact us before shipping the item back so we can confirm stock.
Damage & Mishandling Charges
These charges apply to maintain fairness for all customers.
Situation
Item arrives damaged / wrong item sent
Charge / Outcome
No charge — we cover full return shipping and refund or replace at no cost.
Situation
Customer changes mind (correct item, good condition)
Charge / Outcome
A return delivery fee of KSh 200 is charged. This covers the cost of arranging pick-up.
Situation
Item returned with visible wear, stains, or missing tags
Charge / Outcome
A handling/restocking fee of up to 30% of the item price may be deducted from the refund.
Situation
Item damaged by customer (torn, stained, chemically affected)
Charge / Outcome
No refund issued. The item will be returned to the customer at their cost.
Situation
Return initiated after 14-day window
Charge / Outcome
Returns are not accepted after 14 days from delivery. Contact us for exceptional circumstances.
Policy last updated: May 2025 · Subject to change with notice.