Exchange & Refund Policy

Overview

At Ncollection, we want you to love your purchase. If something isn't quite right, we're here to help. Please review our policy below for exchanges, refunds, and lay-bys.

Exchanges

We offer exchanges on unworn, unwashed items within 7 days of collection. To be eligible for an exchange:

• Item must be unworn, unwashed, and undamaged.
• All original tags must be attached.
• Footwear must be tried on indoors only (no scuff marks on soles).
• The item must be returned in its original packaging.
• A valid proof of purchase (order number or receipt) must be provided.

Exchange is subject to stock availability. If the desired size or colour is unavailable, we may offer a suitable alternative or process a refund via store credit.

Refunds

We accept returns for a refund within 7 days of collection, subject to the following conditions:

• Item must meet all exchange eligibility criteria above.
• Refunds are processed as store credit unless otherwise agreed.
• Bank transfer refunds (where applicable) may take 3–5 business days to reflect.
• Proof of payment fees (if any) are non-refundable.

Non-refundable items:

• Sale or discounted items (final sale).
• Lingerie, swimwear, and hosiery (hygiene reasons).
• Custom or personalised orders.
• Rental items (see separate rental terms).

Lay-Bys

We offer lay-by arrangements on selected items. Key terms:

• A 50% non-refundable deposit is required to secure the item.
• The balance must be paid in full within 30 days.
• If the balance is not paid within 30 days, the deposit is forfeited and the item is returned to stock.
• Lay-by payments are non-refundable but may be transferred to another item of equal or greater value with manager approval.

Rentals

Rental items are subject to separate terms provided at the time of booking. In summary:

• Rental periods are fixed and must be adhered to.
• Late returns incur a daily fee of 25% of the rental cost.
• Damage, loss, or excessive soiling of rental items will result in a charge equivalent to the full retail value of the item.
• All rental items must be returned dry-cleaned or a dry-cleaning fee will be deducted from the deposit.

How to Initiate an Exchange or Return

1. Contact us via WhatsApp +268 7964 9172 or visit our boutique to request a return/exchange.
2. Provide your order number and reason for return.
3. We will confirm eligibility and provide instructions.
4. Items must be returned to our boutique at Valley View Centre, Shop No. 5A, Ezulwini.
5. Once received and inspected, we will notify you of the result within 48 hours.

We recommend inspecting your items immediately upon collection. Please report any faults or damages within 24 hours.

Condition of Returns

All returned items are inspected upon receipt. Ncollection reserves the right to refuse a return or exchange if the item does not meet our condition standards. Items showing signs of wear, makeup, deodorant stains, pet hair, odours (perfume, smoke, etc.), or any damage will not be accepted.

Sale Items

All sale and discounted items are final sale and cannot be returned, exchanged, or refunded unless required by law. Please choose carefully when purchasing sale items.

Product & Allergy Disclaimer

We take care to describe our products accurately, including fabrics, materials, and care instructions. However, we cannot guarantee that products will not cause allergic reactions. If you have known allergies or sensitivities, please contact us before placing your order. Ncollection is not liable for any allergic reactions or skin irritations resulting from the use of our products.

Contact Us

For any questions or to initiate a return or exchange:

• Phone / WhatsApp: +268 7964 9172
• In person: Valley View Centre – Shop No. 5A, Nando's Block, Ezulwini, Eswatini
• Hours: Mon–Fri 09:00–18:00, Sat 09:00–15:00