Delivery and Returns Policy

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Delivery and Returns Policy

Effective Date: 01.01.2025

At Dressa Collections, we aim to provide a seamless shopping experience with reliable delivery and hassle-free returns. Please read this policy carefully to understand how we handle shipping, delivery, returns, and refunds.

  1. Delivery Policy

1.1 Shipping & Delivery Time-frames

  • We offer nationwide/international shipping via trusted logistics partners.
  • Orders are processed within 3 business days after payment confirmation.
  • Delivery times vary based on location, vendor, and shipping method:
    • Standard Shipping: 10 – 15 business days
    • Express Shipping: 5 – 7 business days
    • International Shipping: 21 – 30 business days (varies by country)

🚀 Note: Estimated delivery times are subject to change due to external factors like weather, customs, or carrier delays.

1.2 Shipping Costs

  • Shipping fees are calculated at checkout based on the weight, size, and destination.
  • Free shipping may be available for orders above KES 15,000 amount or during promotional offers.
  • International shipments may incur customs duties or import taxes, which are the buyer’s responsibility.

1.3 Tracking Orders

  • Once your order is shipped, you will receive a tracking number via email/SMS.
  • You can track your order through our tracking link or courier website.

1.4 Failed Deliveries & Incorrect Address

  • If delivery fails due to an incorrect address or unavailability, the courier will attempt 2 more deliveries.
  • If undelivered, the order will be returned to the vendor, and you may need to pay reshipping fees.
  • Please ensure your shipping details are accurate to avoid delays.

1.5 Damaged or Lost Packages

  • If your order arrives damaged, please contact us within 7 days with photos of the package and item.
  • If a package is lost in transit, we will work with the courier to resolve the issue. A refund or replacement may be issued upon confirmation of loss.
  1. Returns & Refunds Policy

2.1. Eligibility for Returns

We accept returns under the following conditions:

  • The item is unused, unworn, and in original packaging (including tags)
  • The return request is made within 7 days of delivery.
  • The item is not on the non-returnable list (see below).

📌 Non-Returnable Items:

  • Personalized or custom-made items
  • Beauty & skincare products (for hygiene reasons)
  • Lingerie, swimwear, and undergarments
  • Clearance or final sale items
  • Gift cards and digital downloads

2.2 How to Request a Return

  1. Submit a Request: Contact our support team at support@dressa.biz or via the Returns Center on our website.
  2. Provide Details: Include your order number, reason for return, and item images (if applicable).
  3. Approval & Return Instructions: If eligible, we will provide return shipping instructions.

2.3 Return Shipping

  • Buyers are responsible for return shipping costs unless the return is due to a defective, incorrect, or damaged item.
  • Use a trackable shipping method and share tracking details with us.
  • Vendors may provide a prepaid return label in certain cases.
  1. Refund Policy

3.1 Refund Processing

  • Refunds are processed within 14 business days after we receive and inspect the returned item.
  • Refunds are issued to the original payment method or as store credit upon request.
  • If paid via credit/debit card, processing times may vary based on your bank’s policies.

3.2 Partial Refunds & Deductions

  • A restocking fee of 30% may apply to certain returns.
  • Shipping fees are non-refundable unless the return is due to an error on our part.
  • Items returned in poor condition (worn, damaged, missing parts) may receive a partial refund or no refund.
  1. Exchanges
  • We offer size and color exchanges if stock is available.
  • If the desired item is unavailable, you may opt for store credit or a refund.
  1. Defective, Incorrect, or Damaged Items

If you receive a:

  • Defective product: We will replace it at no additional cost.
  • Incorrect item: We will arrange a return and send the correct product.
  • Damaged item: Contact us within 7 days with photos, and we will process a replacement or refund.
  1. Contact Us

For delivery or return-related questions, reach out to our support team:

📧 Email: support@dressa.biz
📞 Phone: +254769595994
📍 Address: Lungalunga Shopping Centre, Lungalunga, Kenya.

How can we help?