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Returns & Exchanges

 I RECEIVED THE INCORRECT SIZE
  1. Contact us by email showing us pictures of the size label on the clothing item within 7 days of delivery.
  2. The clothing item will be inspected. 
  3. We do our internal investigation.
  4. Once complete with the investigation:
Resolution:
  • If the customer, by their own doing has ordered the incorrect size, the customer is to return the incorrect size to Barbara McKenzie, at their own cost, and the correct size will be returned at the customer's cost.

OR

  • If the customer has ordered the correct size, but Barbara McKenzie has sent the incorrect size, Barbara McKenzie will arrange for the return of the incorrect size at our cost and send the correct size at our cost. 
NB: PLEASE NOTE:
In the event that the returned clothing item has been worn, is damaged or is in no condition to be resold, we decline the exchange and the clothing item will be returned the customer, at his/her own cost. All clothing must be returned in its original packaging.
  
 I RECEIVED THE INCORRECT ORDER / ITEM
  1. Contact us by email showing us pictures of the incorrect clothing item within 7 days of delivery.
  2. We do our internal investigation.
  3. Once complete with the investigation.
Resolution:
  • If the customer, by their own doing has ordered the incorrect order/item, the customer is to return the incorrect order/item to Barbara McKenzie, at their own cost. Barbara McKenzie will return the correct item to the customer at their own cost. 

OR

  • If the customer has ordered the correct order/item, but Barbara McKenzie has sent the incorrect order/item, Barbara McKenzie will arrange for the return of the incorrect order/item at our cost and send the correct size at our cost. 

OR

  • If the customer ordered the incorrect clothing item, but wishes to keep the incorrect order, you are welcome to and Barbara McKenzie will offer you compensation for inconvenience. 
NB: PLEASE NOTE:
In the event that the returned clothing item has been worn, is damaged or is in no condition to be resold, we decline the exchange and the clothing item will be returned the customer, at his/her own cost.  All clothing must be returned in its original packaging.
  
 I ORDERED THE WRONG SIZE OR CLOTHING ITEM
  1. Contact us by email showing us pictures of the incorrect clothing item within 7 days of delivery.
  2. We will do our internal investigation.
  3. You will be required to return the clothing item at your own cost.
  4. The clothing item will be inspected.
Resolution:
  • If the clothing item is returned (at the customer's cost) in good condition - meaning unworn and undamaged, the correct size or clothing item will be sent to you at your own cost.
NB: PLEASE NOTE:
In the event that the returned clothing item has been worn, is damaged or is in no condition to be resold, we decline the exchange and the clothing item will be returned the customer, at his/her own cost.  All clothing must be returned in its original packaging.
  
 I DO NOT LIKE THE ITEM I ORDERED 
  1. Contact us by email within 7 days of delivery.
  2. You will be required to return the clothing item at your own cost.
  3. The clothing item will be inspected.
Resolution:
  • Kindly note that custom made items are non-refundable. 
  • If the clothing item is returned (at the customer's cost) in good condition - meaning unworn and undamaged, the item of your choice will be sent to you at your own cost. This item will be to to the same Rand value as the item being returned. This includes items bought on sale.

OR

  • If the customer does not wish to received another item, their account will be credited until they wish to make another purchase. 

OR

  • Customer may choose to be refunded if required. Bank charges and courier charges will be subtracted from the refund. If your refund is granted, this will take between 5 - 15 working days from the day we received the clothing item.
NB: PLEASE NOTE:
In the event that the returned clothing item has been worn, is damaged or is in no condition to be resold, we decline the exchange and the clothing item will be returned the customer, at his/her own cost. All clothing must be returned in its original packaging.
    
 I ORDERED THE RIGHT CLOTHING ITEM BUT IT DOES NOT FIT WELL
  1. Contact us by email within 7 days of delivery.
  • LIVING OUTSIDE OF JOBURG:
    1. You will be required to mark on the clothing item where you would like to make adjustments. 
    2. You send the clothing item to us at your own cost
    3. We will make adjustments and send it back to you at our cost.
    4. This DOES NOT include redesigning clothing items.
  • LIVING IN JOBURG:
    1. If you live in Johannesburg, we will set up an appointment with you, for a fitting and make the necessary adjustments. 
    2. This DOES NOT include redesigning clothing items.