RETURN POLICY

Returns and size exchanges

For standard catalogue items, contact us within 7 business days after you receive or collect your order to request a change-of-mind return or size exchange. Business days exclude weekends and South African public holidays. Your order's preparation period does not count towards this window.

For these returns, items must be unworn, unwashed and unaltered, with tags attached where supplied. You may open the packaging and try an item on to check the fit. Please include the original packaging where possible.

Exchanges depend on availability. We will confirm any price difference and replacement timeframe before proceeding. You pay the direct return delivery cost for a change-of-mind return; any delivery cost for an exchange will be quoted first.

Faulty, damaged or incorrect items

Contact us as soon as you notice a fault, damage or an incorrect item. Photos help us assess the issue, but are not a condition for exercising your consumer rights. The seven-business-day change-of-mind limit does not apply to faulty-item claims.

Where goods fail to meet the Consumer Protection Act's quality requirements within six months after delivery, you may return them at our risk and expense and choose a repair, replacement or refund, as provided by the Act. We will arrange return delivery for confirmed faulty, damaged-on-arrival or incorrectly supplied items. Ordinary wear and damage caused by misuse are not manufacturing faults.

Cancellations and deposits

To cancel, send us your order reference as soon as possible. We will confirm the order's progress, any lawful cancellation charge and the amount to be refunded. A deposit is not automatically non-refundable. Any cancellation charge must be reasonable and permitted by law; statutory cooling-off rights remain unaffected.

Personalised orders

Goods made to your individual specifications or clearly personalised may be excluded from change-of-mind cancellation or return rights where the law allows. We will explain applicable terms before payment. A standard catalogue item is not automatically excluded merely because it is prepared after ordering. Your rights concerning faulty or incorrectly supplied goods still apply.

Refunds

Refunds are returned through the original payment method where possible, or another method agreed with you. We will confirm the amount and timing. For qualifying online cooling-off cancellations, payment is refunded within 30 days of cancellation. This policy does not limit rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

How to request help

WhatsApp +27 61 581 6059 or email [email protected]. Include your LWK order reference or other proof of purchase, the item concerned and whether you want to return, exchange or cancel it.

Contact us for the return address and courier arrangements before sending a parcel. Sending your request within the applicable period records your notification date; waiting for our reply does not change that date.