Refund policy

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Iwadé Refund and Exchange Policy

At Iwadé, we value every customer and want you to be completely satisfied with your purchase. We gladly provide exchanges under the terms outlined below, and offer refunds only for items that arrive damaged or defective. We also aim to maintain the integrity of our products and ensure that every item remains in excellent condition, which is why we have specific guidelines for exchanges.

Refunds

If you receive a damaged item, please contact us immediately at info@shopiwade.com with your order number, clear photos of the damage, and a brief description of the issue.
Our team will review your case and provide further instructions.

Exchanges

We understand that sizing or fit may sometimes need adjustment. We offer exchanges on full-price items only, provided all the following conditions are met:

 

1. Exchange Request Window

You must email us at info@shopiwade.com within 24 hours of receiving your order to request an exchange. The return package must be scheduled for dispatch with a trusted, trackable courier, and you should provide your return delivery schedule details in your email. Please include your order number, item name, and a brief description of the issue (e.g., size, fit, etc.).

 

2. Item Condition

Items must be unworn, unwashed, unaltered, and in original condition. All tags and packaging must remain intact and untampered with. Items must be free of any scent, perfume, stains, or signs of wear.

 

3. Scheduling & Dispatching the Exchange

Customers are required to schedule the exchange shipment themselves using a trusted and trackable courier such as GIG Logistics, Shipbubble, DHL, or UPS. The item must be dispatched within 48 hours of receiving approval for the exchange. Once shipped, please email us the courier name, tracking number, and dispatch confirmation so we can monitor the return.

 

4. Stock Availability

Once we receive your exchange request, our team will confirm if your preferred size or item is available. If unavailable, we will offer an alternative product or a store credit valid for 6 months.

 

5. Shipping Costs

Customers are responsible for return shipping costs, except in cases where an item arrives damaged, faulty, or incorrectly supplied. We kindly recommend using a trackable and insured courier service to ensure your package reaches us safely. Please note that Iwade cannot be held responsible for items lost or damaged in transit, but we’ll always do our best to assist you if any issues arise.

 

6. Non-Exchangeable Items

Custom-made or made-to-measure pieces are non-exchangeable. Sale or discounted items are final sale and cannot be exchanged or returned. Iwade does not provide alteration services. In limited cases, we may refer you to a member of our production team who can assist at an additional charge.

Important Notice

Any item returned with signs of wear, damage, missing tags, scents, or delays in communication beyond the 24-hour request window or 48-hour dispatch timeframe will not be eligible for exchange and will be returned to the customer at their expense. However, if you anticipate any delays or difficulties, please reach out to us in advance so we can work together to find a suitable solution.