RETURN & EXCHANGE POLICY
RETURN & EXCHANGE POLICY
At AJ-Label, customer satisfaction is at the core of everything we do. Our return and exchange policy is designed to ensure a seamless experience while maintaining the integrity of our African inspired and custom made fashion pieces and accessories.
We take great care to ensure that every fabric, outfit, and accessory you order meets the highest standards of quality, craftsmanship, and authenticity. However, if for any reason you are not fully satisfied with your purchase, we’re here to help.
Eligibility For Return Or Exchange
You may request a return or exchange under the following conditions:
- Items must be returned within 7 – 14 days of delivery.
- Items must be unused, unworn, unwashed, and in their original condition with all tags and packaging intact.
- Items must be free of perfumes, makeup stains, or alterations of any kind.
- Custom made, tailored, or personalized items are non-refundable except and unless there is a manufacturing defect.
- Accessories (such as earrings, waist beads, and anklets) are non-returnable for hygiene reasons unless they arrive damaged.
Non-Returnable Items
Due to the nature of some of our items, the following are not eligible for return:
- Custom or Bespoke Outfits (e.g., wedding gowns, tailored kaftans, corset dresses) are non-refundable except and unless there is a manufacturing defect.
- Clearance/Sale Items
- Accessories (earrings, anklets, necklaces, waist beads, etc.)
- Headwear (such as Gele, Turbans, Ichafu, and Beaded Headbands) Due to hygiene purposes.
- Items that are returned after the return window has closed
How To Initiate A Return Or Exchange
To request a return or exchange:
- Email our customer service team at [email protected] within 7 days of receiving your order.
- Provide your Order Number, photos/video of the product, and a brief explanation of the issue.
- Once your request is approved, we will provide a Return Authorization Number and the return address.
- Ship the item(s) to the address provided. Customers are responsible for return shipping costs, unless the return is due to our error (e.g., wrong item or defective product).
Refunds
Once your return is received and inspected:
- Approved returns will be refunded to your original method of payment within 5–10 business days, (excluding the initial shipping fee).
- You will receive a confirmation email once your refund is processed.
- Shipping fees are non-refundable unless the item was received damaged or incorrect.
- If your return does not meet the policy requirements, we may return the item to you at your expense.
Exchanges
- We offer one time size exchanges for eligible items, subject to availability.
- If the desired item is no longer in stock, you may choose an item of equal value or receive a store credit.
- Shipping charges may apply.
Damaged Or Incorrect Items
If you received a damaged or wrong item, please contact us within 48 hours of delivery with photos and order details. We will resolve the issue promptly with a replacement or full refund including shipping costs.
International Returns
For our international customers:
- Please ensure that your return complies with your local postal/customs regulations.
- Clearly mark the package as “RETURNED GOODS” to avoid additional customs charges.
- AJ-Label is not responsible for any customs fees incurred during the return process.
Questions Or Concerns?
We’re always happy to help. Please reach out to our team at:
📧 Email: [email protected]
📞 Phone: +234 808 175 8837
Customer Service Hours: Mon–Fri, 9am–5pm WAT
Thank you for shopping with AJ-Label.
We appreciate your trust in our brand and your love for African fashion. Every purchase supports the growth of African designers and the promotion of our cultural heritage.
Wear Africa With Confidence. Wear AJ-Label.