Refund policy

Our approach

Aombe makes every piece to order. When you place an order, we cut fabric specifically for you, in your size and your chosen colour. Nothing is pulled from a shelf, because there is no shelf. This is what allows us to offer sizes from XXS to 4XL without compromise — and it's also why our return terms differ from a conventional retailer's.

Please read this policy before ordering. Placing an order means you accept these terms.

Cancellations

You may cancel your order within 12 hours of placing it, provided we have not yet begun cutting. Message us on WhatsApp with your order number as soon as possible. If cutting has not started, we will refund you in full.

Once cutting has begun, your order cannot be cancelled, because the fabric has been committed to your specific measurements and cannot be returned to stock or sold to another customer.

Refunds

We do not offer refunds for change of mind, incorrect size selection, or dissatisfaction with fit where the garment matches its stated measurements.

Refunds are issued only where:

  • We are unable to fulfil your order for any reason
  • You cancelled within the cancellation window above
  • A defect cannot be corrected and no acceptable replacement is possible

Where a refund is due, it is processed within 7 working days to the original payment method.

Exchanges

We offer exchanges in two circumstances.

Wrong size

If the garment does not fit, contact us within 2 days of delivery.

Conditions:

  • The item must be unworn, unwashed, and unaltered
  • All tags must still be attached
  • The item must be returned in its original packaging
  • Items showing signs of wear, washing, alteration, perfume, smoke, or stains cannot be exchanged

You are responsible for courier costs in both directions: sending the item back to us, and receiving the corrected size. We will confirm the cost before proceeding.

Your replacement enters production as a new order and follows the standard 5-day production timeline, plus delivery time to your zone.

One exchange per item. We cannot process a second exchange on the same garment.

Defect

If your item arrives with a manufacturing fault, contact us within 2 days of delivery with clear photographs of the issue.

We will assess and respond within 2 working days. If we confirm a defect, we cover courier costs in both directions and produce a corrected replacement at no additional charge.

Manufacturing faults include: broken or missing stitching, faulty zips or fasteners, incorrect construction, or a garment that does not match the size ordered.

The following are not defects:

  • Minor variation in colour between screen and garment, or between production batches
  • Small variations in measurement within normal tolerance, as every piece is individually cut
  • Natural characteristics of the fabric, including slight texture variation
  • Damage caused after delivery, including washing contrary to care instructions

Sizing is a shared responsibility

We publish a full Size Guide and we are available on WhatsApp before you order to help you choose. If you are between sizes or unsure, message us first — this costs nothing and prevents a paid exchange later.

Because we cut to your selected size, size selection is your responsibility. We take fit seriously, which is why we make advice freely available before you commit.

Failed or refused deliveries

If a delivery fails because the address was incorrect, the recipient was unreachable, or delivery was refused, the parcel returns to us. We will contact you to arrange redelivery at your cost. Parcels unclaimed after 14 days may be treated as abandoned.

How to start a return or exchange

Message us on WhatsApp with:

  1. Your order number
  2. What you'd like to exchange and why
  3. Photographs, if reporting a defect

We will confirm next steps, courier costs, and the return address before you send anything. Please do not ship an item back without confirming with us first — unannounced returns cannot be tracked to your order.