1. Our Commitment
At 5abby, every piece is handcrafted with the utmost care and attention. We stand behind the quality of our products and want you to be completely satisfied with your purchase. If something isn't right, we're here to help.
2. Returns & Exchanges
Eligible for Return or Exchange
You may request a return or exchange within 14 days of receiving your order, provided:
- The item is unworn, unwashed, and in its original condition.
- All original tags, packaging, and the certificate of authenticity are intact.
- You contact our team through the Contact page with your order details.
Not Eligible for Return
- Bespoke / made-to-order items: Custom pieces created to your specifications cannot be returned or exchanged.
- Intimate accessories: For hygiene reasons, certain accessories may not be eligible for return.
- Items showing signs of wear, alteration, or damage: Products must be returned in the condition they were received.
- Sale or promotional items: Unless defective, these are final sale.
3. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed within 7–10 business days to the original payment method.
- Exchanges will be shipped once the returned item has been received and inspected.
- Shipping costs for returns are the responsibility of the customer, unless the return is due to a defect or error on our part.
4. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately through our Contact page with photographs of the damage. We will arrange a replacement or full refund at no additional cost to you, including return shipping.
Please note: Minor variations in colour, texture, and embroidery are inherent to handcrafted products and are not considered defects. These variations are what make each 5abby piece unique.
5. International Returns
For international orders, the customer is responsible for return shipping costs and any applicable customs duties or import taxes on the return shipment. We recommend using a trackable shipping method for returns.
6. Cancellations
- Before production/shipping: Orders can be cancelled for a full refund if production or shipping has not yet commenced. Contact us as soon as possible.
- After shipping: Once an order has been shipped, it cannot be cancelled. You may request a return once the item is received.
- Bespoke orders: Custom orders cannot be cancelled once production has begun.
7. Store Credit
In some cases, we may offer store credit instead of a monetary refund. Store credit is valid for 12 months from the date of issuance and can be applied to any 5abby product.
8. Contact Us
For all return, exchange, and refund inquiries, please reach out through our Contact page. Our team will respond within 24 hours to guide you through the process.