Customer care
Returns and refunds
Returns are handled centrally by AFFARA, not by individual brands, so there is one process, one address and one refund route.
Demonstration content — Return windows, restocking rules and refund timeframes are placeholders pending AFFARA policy approval.
How to start a return
Open your account, choose the order, select the item and reason, and request the return. Where a carrier account is connected you receive a prepaid label; otherwise we send return instructions.
Eligibility
Unworn items in original condition with tags attached are returnable within the stated window. Made-to-measure pieces, pierced jewellery and opened cosmetics or skincare cannot be returned unless faulty.
Faulty or damaged items are always accepted; photographs help us resolve them quickly and feed back to the brand.
Inspection and outcome
Returns are inspected at the fulfilment centre against the same quality standard used at intake. You are told the outcome — refund approved, exchange dispatched, or rejected with a written explanation and photographs.
Refunds
Approved refunds are issued to the original payment method. Bank processing time is additional to our handling time.