Refund/Exchange and Returns Policy
Downtown Fashion Mall is committed to providing high quality products and services that exceed your expectations. Your satisfaction is our priority. If an error is made by Downtown Fashion Mall in packaging and shipping your choice of item(s) or you received a damaged good, please accept our sincere apology. Please contact us immediately through your member account directly or drop us a message at Customer Support.
You can cancel or change your order any time before receiving a notification confirming start of your order packaging/shipping that is to say your order is in processing stage and pending shipment. At this stage, we cannot cancel your order as expenses would have been incurred. We aspire to ensure speedier processing and delivery of orders. Therefore, please be advised that your order may be processed immediately following completion of your payment transaction. Hence, once the packaging and shipping processes have started, your order can no longer be cancelled or changed.
Refund/Exchange and Returns
Our policy requires that you start a claim for a refund/exchange within 15 days from receiving your product(s) if you feel you need to open a refund/exchange claim. Per our policies, if 15 days have passed since your purchase arrived and was received but you did not open a refund/exchange claim, unfortunately we cannot offer you a refund or exchange past the elapsed time. For Claims eligibility, we require a copy of your receipt or proof of your original purchase, a brief writing describing why you’re requesting a refund, and a picture (less than 2MB) of the item(s). We will notify you of the approval or rejection of your refund claim. *All claims must be sent in a written format and by email to the’ email address provided for claims. We will not accept processing any claim raised by telephone only or sent to the wrong contact email.
When a decision is made on a claim eligibility, you will receive a notice of approval from Downtown Fashion Mall claims service. You will then be sent instructions on how to return the damaged/incorrect good(s) and the address where returns are to be shipped to. Do NOT ship the product(s) before receiving claim approval and the return instructions. We also require notification from you that you have shipped the item(s) to our returns location. You must provide the tracking number and also attach a copy of your shipping receipt using the email provided for return communications or through your member account within 24 hours from shipping your returned item(s) to allow speedier processing of your refund/exchange.
Please do not mail your purchase back to the manufacturer or to an address not approved for returns as you will not receive a refund in this case. You must mail the item(s) to the address provided for returns, and you will be notified of the address for returns upon processing approval of your claim if applicable. Not complying with this policy will result in rejecting your claim. We reserve the right to deny or accept issuing a refund or an exchange depending on whether a claim meets our exchange policy terms, fraud prevention policies, and subject to the inspection results of returned item(s).
Upon approving your claim (if applicable and when your return is received and inspected, a refund will be issued within 24 Hours up to 5 business days to the original form of payment plus the amount you paid for the return shipment (if applicable and subject to verification with your transmitted return receipt). Your refund will be excluding the original shipping charges incurred. If you had requested an exchange, your newly processed exchange order will ship once we receive back the damaged/ incorrect merchandise that is being exchanged. There are certain situations where only partial refunds are granted. Also, in some cases, only store/ DFM mall credit will be offered for use on a purchase from the website.
*Please NOTE: To be eligible for a refund/exchange, the product(s) returned must be:
Unused, clean, new, in the same condition that you received it with the price tags attached, and no perfumes or scents on the item(s). It must also be in the original packaging.
Several types of goods are exempt from being returned and you will be notified in this regard. Perishable goods and personal items cannot be returned. We also do not accept products that are intimate, for personal care or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable (and possibly non-refundable) products include:
- Gift cards/certificates
- Downloadable software products
- Perfumes that are partially used
- Opened electronics
- Any item that is returned more than 30 days after delivery or claim approval.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our handling/shipping error.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet after receiving confirmation from us approving your refund/exchange claim, first check your bank account again. Then contact your bank or credit card company as it may take some time before your refund is officially posted. If you’ve done all of these steps and you still have not received your refund yet, please contact us at Claims Service.
Exchanges (if applicable)
We only replace items if they are defective or damaged from our side during handling or shipping. Please take accurate measurements of your physique and review our sizing carefully before making a purchase. Please note that we do not approve exchange or refund for an error made due incorrect body measurements or misinformation. If you need to exchange the incorrect product for the same category product or different sizing, upon receiving notification from us, mail your originally received item(s) to the returns address provided here for approved refund/exchange claims and follow the claim process. Instructions will be emailed to you on how to complete your exchange.
Products on Sale (if applicable)
Only regular priced items may be refunded or exchanged. Unfortunately, sale products are considered final transactions and cannot be refunded or canceled. Please consider your decision to continue with your sale item’s purchase carefully.
Refund on Free + Shipping Offers
*NOTE: Free Offers/Giveaways – Any “Free + Shipping” offers must be canceled within 24 hours of your order before shipping is processed. Free items are non-refundable once shipped.
Gifts (if applicable)
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return (if return is applicable and approved). You need to follow the steps outlined for filing a refund/exchange claim. Once the returned item is received, a gift certificate will be mailed to the original purchaser using his/her original form of payment.
If an item was not marked as a gift when purchased, or the gift giver initiated the purchase and had the order shipped to themselves to give to you later, you may initiate the refund/exchange claim, follow the steps outlined for filing a refund/exchange claim, and ship the return item(s) to the provided address. However, upon receipt and inspection of your returned item(s), we will send a refund to the gift giver and he or she will be the one to follow through the process and receive the refund.
Shipping of Returned Items
To return your product, you must ensure you have received notification of approval of your claim, which will indicate the address you need to use to mail out your returned items.
You will be responsible for paying for your own shipping costs for returning your item(s) except when applicable your return shipping cost will be added to your refund amount. Original Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Please be patient.
In general, we advise that you must consider using a traceable shipping service for all your returns shipping to secure delivery as we do not guarantee that we will receive your returned item. You can purchase a shipping insurance to guarantee shipment, this is especially important if you are returning an item(s) that you purchased for over $100. However, it is optional and it is your choice. We do not reimburse you for purchasing shipment insurance.
We anticipate your satisfaction. Although our tradition is based on exceptional customer service and our products are best quality, yet occasionally an error may occur. As our valued customer we will take any measure to rectify the situation.
This refund/exchange policy is subject to be amended periodically without prior notice to customers. Please ensure reviewing our return policy before completing a transaction. Completing a purchase transaction on Downtown Fashion mall indicates that you agree with our website’s refund/exchange policy including our terms, and conditions of service.