FOREVER YOUNG BY UJUESTELO
Ready-to-Wear Return, Exchange, Refund & Delivery Policy
At Forever Young by Ujuestelo, we are committed to delivering premium-quality Ready-to-Wear garments and providing an exceptional shopping experience. Every item undergoes careful quality inspection before dispatch to ensure it meets our standards.
By placing an order with us, you acknowledge that you have read, understood, and agreed to this Return, Exchange, Refund & Delivery Policy.
---
1. Return Policy
We accept returns only under the following circumstances:
- The item was delivered damaged or defective.
- You received the wrong item, wrong size, wrong colour, or wrong design due to our error.
- The item received differs materially from what was ordered.
All return requests must be made within 1–3 working days after receiving your order.
To request a return, kindly contact our Customer Care team and provide:
- Your order number.
- Clear photographs or videos showing the issue.
- A brief description of the problem.
Failure to report an issue within the stated timeframe may result in the return request being declined.
---
2. Exchange Policy
Eligible Ready-to-Wear items may be exchanged under the following conditions:
Exchange Due to Our Error
Where Forever Young by Ujuestelo delivered:
- the wrong size,
- the wrong design,
- the wrong colour, or
- a damaged or defective item,
we will bear the cost of return shipping and replacement delivery.
Exchange Due to Customer Size Selection
If the customer selected an incorrect size but wishes to exchange for another available size:
- Exchanges are subject to stock availability.
- The customer is responsible for both the return shipping and the replacement delivery costs.
All exchanges are subject to successful inspection of the returned item.
---
3. Items Not Eligible for Return or Exchange
Returns or exchanges will not be accepted for:
- Change of mind after purchase.
- Colour preference where the delivered item matches the product displayed.
- Style or fit preference.
- Incorrect size selected by the customer.
- Damage caused after delivery through misuse, improper handling, washing, or storage.
- Clearance, promotional, discounted, or Final Sale items unless delivered damaged or incorrectly due to our error.
- Requests submitted after 3 working days from the date of delivery.
---
4. Inspection & Hygiene Requirements
Every returned item must pass our inspection before any exchange or refund can be approved.
Returned items must:
- Have all original tags attached.
- Be unworn, unused, and unwashed.
- Be returned in their original condition.
- Be free from perfume, deodorant, body odour, smoke, sweat, makeup, stains, pet hair, lint, or any other signs of use.
- Not have been altered, repaired, resized, or mended by any third party.
- Be returned in the original packaging where reasonably possible.
Hygiene Notice
For hygiene and quality assurance reasons, items showing any signs of wear or use—including perfume, fragrance, smoke, sweat, makeup, stains, or any other odour—will not be accepted for return, exchange, or refund.
Items that fail our inspection process will be returned to the customer.
---
5. Refund Policy
Refunds are available only under the following circumstances:
- The item received was damaged or defective due to our error.
- The wrong item, size, colour, or design was supplied and a replacement is unavailable.
- We are unable to fulfil your order after payment has been received.
- The agreed delivery timeline was significantly exceeded due to reasons within our reasonable control, making the purchase no longer suitable for its intended purpose.
Refunds will not be granted for:
- Change of mind.
- Colour or style preference.
- Incorrect size selected by the customer.
- Items that fail inspection.
- Items returned outside the approved return window.
---
6. Refund Processing
Once the returned item has been received and successfully passes inspection:
- Approved refunds will be processed within 3–5 working days.
- Refunds will be made through the original payment method unless otherwise agreed.
- Processing times may vary depending on your financial institution.
---
7. Delivery Timelines
At Forever Young by Ujuestelo, we strive to process and deliver all orders promptly.
Off-the-Rack (In-Stock) Items
Estimated delivery timelines after payment confirmation are:
- Within Lagos: 24–48 hours.
- Outside Lagos (Within Nigeria): 2–5 working days.
- International Deliveries: 5–12 working days.
Pre-Order Items
Estimated delivery timelines are:
- Within Lagos: 5–8 working days.
- Outside Lagos (Within Nigeria): 6–12 working days.
- International Deliveries: 9–20 working days.
Delivery Information
- Delivery timelines begin after payment confirmation and successful order processing.
- Working days exclude weekends and public holidays unless otherwise stated.
- Customers will receive shipment updates once their orders have been dispatched.
While every effort is made to meet the estimated delivery timelines, delays resulting from courier services, customs clearance, weather conditions, public holidays, security issues, government actions, or other events beyond our reasonable control may occur.
Such delays shall not automatically qualify an order for cancellation or a refund. However, where a delay arises due to reasons within our control, we will communicate promptly and work towards a satisfactory resolution.
---
8. Customer Responsibilities
Customers are responsible for:
- Selecting the correct size using our published Size Guide before placing an order.
- Reviewing all order details before completing payment.
- Providing accurate delivery information.
- Inspecting their order immediately upon delivery.
- Reporting any issues within 1–3 working days of receiving the order.
---
9. Right to Decline Returns
Forever Young by Ujuestelo reserves the right to refuse any return, exchange, or refund request where:
- The policy requirements have not been met.
- The returned item fails inspection.
- The item has been worn, washed, altered, or damaged after delivery.
- The request falls outside the approved return period.
Our decision following inspection shall be final.
---
10. Changes to This Policy
Forever Young by Ujuestelo reserves the right to amend or update this policy at any time without prior notice. Any changes will become effective immediately upon publication on our website.
---
Contact Us
If you have any questions regarding this policy or need assistance with a return, exchange, or refund request, please contact our Customer Care team through the contact details provided on our official website or social media platforms.
Thank you for choosing Forever Young by Ujuestelo. We appreciate your trust and remain committed to delivering exceptional quality, outstanding service, and a seamless shopping experience.
