Refund Policy

You have 30 days from the date of delivery to return your items for a full refund. The return window starts from the day you receive your order.

For items purchased during special sales or promotional periods, please check the specific terms as return windows may vary.

Items that can be returned:

• Unworn items with original tags attached
• Items in original packaging
• Items that are not damaged or altered
• Items without signs of wear, washing, or use

Items that cannot be returned:

• Undergarments and intimate apparel for hygiene reasons
• Customized or personalized items
• Items damaged by the customer
• Items returned after the 30-day window
• Items without original tags or packaging
• Sale items marked as "final sale"

Don't have an account? Contact our customer service team at returns@feelsofficial.com with your order number, and we'll help you process your return.

Free Returns: We provide prepaid return labels for all domestic returns. Simply print the label and attach it to your package.

Outside Nairobi Returns: For returns from outside Nairobi, customers may be responsible for return shipping costs. We recommend using a reliable courier service or our recommended return partners.

Damaged or Defective Items: If you receive a damaged or defective item, we'll cover all return shipping costs and provide a replacement or full refund.

Processing Timeline:

• 1-2 business days: To process your return after we receive it
• 3-7 business days: For refund to appear in your account after processing
• Up to 14 business days: For bank transfers and mobile money refunds

Refunds are processed to your original payment method. This includes mobile money (M-Pesa, Airtel Money), bank transfers, and credit/debit cards. Mobile money refunds are typically processed within 24-48 hours.

Store Credit: You can choose to receive store credit instead of a refund, which can be used immediately for future purchases.

We currently don't offer direct exchanges. To get a different size or color, please return your original item and place a new order for the desired item.

Size Exchanges: If you need a different size, return your item and we'll expedite processing so you can reorder quickly.

If you receive a damaged or defective item, please contact us immediately at support@feelsofficial.com with:

• Your order number
• Photos of the damaged item
• Description of the issue

We'll arrange for a replacement or full refund, and cover all shipping costs.

If you haven't received your refund after the expected timeframe:

1. Check your bank account or credit card statement
2. Contact your bank or credit card company
3. Contact us at refunds@feelsofficial.com with your order details

Items purchased as gifts can be returned for store credit or exchanged within the same return window. The gift recipient will need the order number or gift receipt.

Store credit issued for gift returns will be sent to the gift recipient unless otherwise specified.

If you have any questions about our refund policy or need help with a return, please don't hesitate to contact us: