Returns

At Regalia Apparel we are committed to ensuring customer satisfaction. We want you to love what you ordered, but if something is not right, let us know.

Refund

• Eligibility: Returns are applicable within 1 – 2 days from the date you receive your order.
• Return : A 10% Returns fee will be deducted from the refund amount.
• Payment Refund: All refunds will be returned to the original payment method associated with the order. 

INSTANT EXCHANGE

• Eligibility: Instant Exchange are applicable within 1 – 2 days from the date you receive your apparel.
• Instant Exchange : A 10% of the order value handling fee will be will be charged if the exchange is needed in 26 hours or A 7% of the order value handling fee will be will be charged if the exchange is needed in 74 hours.
• Return Timeframe:If the items are not returned within 24 hrs, you will be charged and extra 1%.
• Item Eligibility: If the items returned do not meet the requirements for returned garments, you will be charged for these items. 

INTERNATIONAL CUSTOM RETURN OPTIONS.

We are working on international returns, at the moment we are not able to accept international returns unless you the customer is taking care of the shipping charges.

GARMENT REQUIREMENTS.

Since we are Made to Order, In order for your return/exchange to be accepted the item(s) MUST satisfy all of the following requirements: 

1. Condition of product: To qualify for a return, the product must be in its original condition, packaging, and still fitted with the label tags with no signs of being tampered with or reattached.
2. Exceptions: Due to certain ethical reasons some products ARE NOT eligible for return.
3. Shipping costs: Shipping costs for returns are the customer's responsibility and non-refundable, except when the error is clearly on our part, in which case Regalia Apparel will cover the shipping costs.
4. Restocking fee/ Transaction fee: A restocking fee of 3% may be applied for certain returned products. This fee will be deducted from the total refund amount.
5. Return authorization: Customers must contact our customer experience team to initiate the return process.

There are NO EXCEPTIONS to the requirements previously stated. Our returns department has the right to DENY, any return that does not meet the following conditions. In the case that a return is denied, no credit or exchange will be issued and the customer will be asked to cover the return fee.

EXCHANGES

Need to make a change?

If you are not satisfied with your purchase, be it in-store or online, you may bring the item to the store for an exchange within 3 days of the purchase date.

REFUNDS

In cases that merit a refund, this will be processed and sent to the original customer’s M-Pesa number within 2 – 4 business days.

EXCEPTIONS

• Custom Order Products
• Gift Card
• FINAL SALE Items or Black Friday or ON SALE Items

HOW TO INITIATE A RETURN, REFUND OR EXCHANGE

1. Customer Contact: Contact our customer service team via our phone number, Email, WhatsApp or Instagram 
2. Verification: Our team verifies the eligibility of the return, refund, or exchange request based on the guidelines mentioned above.
3. Authorization: If the request is approved, the customer receives confirmation from the Customer Experience team.
4. Product Return: The customer ships the product back to our specified address including the packing slip and receipt.
5. Inspection: Upon receiving the returned product, our team inspects it to ensure it meets the return, refund, or exchange criteria/policy.
6. Processing: If the product passes inspection, the appropriate action (refund or exchange) is processed via M-Pesa to the original number that the payment was received.

PRODUCT QUALITY CLAIM

Please note a 5-8% color difference may occur between the actual product and digital representations. For returns due to color differences, customers are responsible for shipping costs, processing fee and all charges incurred. 

ORDER CANCELLATION

Customers can cancel their order for a full refund within 24 hours of placing the order, provided the product has not been shipped. In case production has already begun Processing fees of 15% of the order value will be deducted

ORDER AMENDEMENT

In an attempt to fulfill orders within the shortest period, making changes to orders is limited to 24 hours after placing the order.

For more information or assistance, please reach out via email to our SUPPORT TEAM - info@regalia.clothing

Please understand that all of the measures stated above are taken out of precaution, for the safety of our customers and Regalia Apparel. The satisfaction of our customers is our top priority, so we will always do our best to fulfil your requests accordingly. 

Your feedback is truly important to us, if there is anything we can do to make this process easier or if you have any additional questions, please feel free to contact us.