We want you to feel confident shopping with EVERLANE.
If something isn't right with your order, we're here to help.
Damaged, incorrect or incomplete orders
If your order arrives damaged, defective, incomplete or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery.
Email assisteverlane@gmail.com and include:
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Your order number
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A brief description of the issue
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Clear photographs or videos, where appropriate
Reporting an issue within 48 hours helps us investigate promptly, but does not limit your rights under South African consumer law.
Change-of-mind returns
For qualifying online purchases, you may cancel your order without providing a reason within 7 days of receiving your goods, in accordance with the Electronic Communications and Transactions Act.
Please contact us to arrange your return.
You may be responsible for the direct cost of returning the goods, where permitted by law.
We ask that returned products be handled with reasonable care and, where possible, returned in their original packaging.
Certain products or transactions may be excluded from statutory cooling-off rights.
Faulty products
If a product is defective or fails to meet applicable quality standards within six months of delivery, you may be entitled to a repair, replacement or refund, at your choice, in accordance with the law.
Qualifying defective goods may be returned at EVERLANE's risk and expense, without penalty.
Refunds
Once we receive your return, we'll assess it and confirm the next steps.
For qualifying cancellations under the statutory 7-day cooling-off period, refunds will be processed within 30 days of cancellation, as required by law.
For other eligible returns, refunds will be processed in accordance with applicable consumer law.
Refunds will ordinarily be issued to the original payment method. Payment-provider processing times may apply.
How to arrange a return
Before sending an item back, please contact us at assisteverlane@gmail.com with your order number.
We'll provide the appropriate return instructions and return address.
Please do not send products to an address without first confirming the return arrangements with our team.
Your consumer rights
Nothing in this policy excludes or limits any rights available to customers under applicable South African consumer protection legislation.