We want you to love everything you order. If something isn't right, we'll make it right — fast and hassle-free.
We accept returns and exchanges within 30 days of your order date for all paid orders. Items must be in their original condition — unworn, unwashed, unaltered, with all tags still attached and in original packaging where applicable.
Refunds are issued to the original payment method. Exchanges are subject to stock availability.
Log in to your account and visit the Returns page. Select the order, tick the items you want to return, choose a reason, and submit. Takes less than 2 minutes.
Our team reviews your request and emails you with a decision and return instructions, including the return address and any packaging notes.
Package the item securely and drop it off with our nominated courier. Return shipping costs are covered by BitMall for damaged, defective, or wrong items. For change-of-mind returns, a small return shipping fee may apply.
Once we receive and inspect the item, your refund or exchange is processed within 3–5 business days. M-Pesa refunds reflect within 24 hours of processing; card refunds may take 5–10 banking days.
If you'd like a different size or colour, select "Size/fit issue" as the return reason and mention your preferred alternative in the additional details field. Subject to stock availability, we'll arrange the exchange once we receive your return.
If the item you want is out of stock by the time we process your return, we'll issue a full refund instead and notify you immediately.
Fastest option: Place a new order for the correct item immediately (so you're not waiting on stock) and we'll refund the returned item on receipt.
If you received an item that is damaged, defective, or not what you ordered, we sincerely apologise. Please contact us within 48 hours of delivery with:
For these cases, return shipping is fully covered and we fast-track resolution. Reach us via WhatsApp or email for the quickest response.
Log in to your account to submit a return request in under 2 minutes.