Returns and Exchanges

To return an item, the customer must write to us at, a prompt response is assured to such mails. If you are not satisfied with the product received by you for any reason you may have the option to exchange and at our sole discretion to receive a refund. We are not liable for any damages caused to the Product during transit.

Ekaya will be taking the responsibility for the costs of returning the goods. Once you communicate your desire for a return/exchange we will be emailing you the return notes and labels.

Our delivery representatives from your country will come to pick up the goods along with the papers we will send via email once a return request is made, we insist you keep the items properly packed for the pickup. In the rare instance that we’re unable to send a representative to your assigned address, you may have to drop the package to a local post office.  

Please follow our return guidelines, Ekaya cannot be held liable for the loss of garments being returned independently, we recommend that you use our registered shipping method so that the order can be tracked.

Our terms and conditions pertaining to returns and exchange is as follows:-

Product Conditions

All items must be returned new, unused and with all tags still attached. Returns that do

not meet our policy will not be accepted and sent back to the customer.

Returns that are damaged or soiled may not be accepted and may be sent back to the

customer. Please inform our customer care department in the event any Goods/Products

are delivered without tags.

Faulty goods

Goods are classified as faulty if they are received damaged, or where a manufacturing

fault occurs within one month of purchase. Items that are damaged as a result of normal

wear and tear are not considered to be faulty.

If your item is faulty when you receive it, you can return it for a refund. Simply request a

return by emailing us at

Receiving a Refund

Your refund will be credited to the original payment account. Customs duties and sales

taxes are non-refundable through

Please note that refunds can take up to 10 working days to show on your account due to

varying processing times between payment providers.

Product Exchange

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.  If you wish to exchange your item for an alternative product, we suggest that you return it and purchase the new item separately.

Custom Orders

All custom made orders are non-returnable, early delivery orders will be considered as custom made. We shall not be able to process the cancellation once a custom order/orders are processed.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier.

We do monitor the number of returns made by customers, and continued returns will be

flagged and potentially refused at our discretion or lead to the closure of your account.

Late Returns

Your purchase should be sent back to us within 12 days of receiving your order. Returns

outside of this period may be accepted at the discretion of Ekaya.