Our return and refund policy
At The Online, we want you to be completely satisfied with your purchases. This page outlines our policy for returns and refunds, ensuring a clear and straightforward process for our valued customers. We're here to help if you have any questions.
Requesting a return or refund
If you are not satisfied with your purchase from The Online, you may request a return within 7 days of the delivery date. Returned items must be unworn, unused, unwashed, in their original condition, with all original tags attached and original packaging included. Once your return is received and inspected, eligible refunds will be issued to your original payment method. Please note that shipping charges are non-refundable, and return shipping is the customer's responsibility unless the item arrived damaged or we made a shipping error.
Time frame for returns
Customers may request a return within 7 days of the delivery date. Once a return request has been approved, the item must be shipped back within 7 days. Returned items must be unworn, unused, unwashed, in their original condition, with all original tags attached, and returned in the original packaging to qualify for a refund. We encourage you to initiate your return promptly to ensure it falls within the acceptable timeframe.
Important conditions for refunds
Refunds may not be available if the return request is submitted more than 7 days after delivery, if the item is not shipped back within 7 days after return approval, or if the item has been worn, used, washed, damaged, altered, or returned without its original tags and packaging. Shipping charges are non-refundable and return shipping is the customer's responsibility unless the item arrived damaged or we made a shipping error. Returns that do not meet these requirements may be subject to a 20% restocking fee or may be declined entirely. We advise reviewing these conditions carefully before making a return.