RETURNS & REFUNDS

Shopping is made easy with our 14-day return policy, starting from the day your order is delivered. 

We strive to ensure our items reach you in the best condition possible. For all faulty, defective and damaged items received upon delivery, you must notify us via email within 14 days of receiving the item/s, ideally within 10 days of receiving the item, this is to allow us adequate time to communicate with our global suppliers that all offer varied terms. If it is in our error upon careful assessment, you will be eligible for a return and full refund.

Please note all change of mind purchases and unsuitable purchases will only be accepted if it is requested within 14 days of delivery (the day you received the item/s). Wrong size or wrong color selected is considered “a change of mind” case. There is a 5% fee deducted from the total refund for change of mind items returned. Any shipping costs incurred are non-refundable by Runway Door.

In your best effort please return all item/s according to our return policy outline below.

RETURN POLICY:

• Products must be in the new and original condition that you received it, unmarked, unworn, undamaged and unused, with all original designer tags attached, and in its original packaging. 
• Ensure footwear and accessories are returned unmarked in any way, in the original boxes in which it was received, including any dust bags, cases, where provided, and placed inside a protective box. 
• Intimate garments must only be tried on over your own garments, with hygiene seals still intact. Intimate garments with hygiene seals removed cannot be returned once they are worn or tried on. Intimate garments include panties, thongs, lingerie, hosiery, underwear, swimwear etc. We will not accept any returns that are worn or soiled. If for any reason these intimate garments are returned, the full purchase cost and delivery cost for these items cannot be refunded or reimbursed. 
• Jewellery is to be returned in its original condition, unmarked, including any labels, protective boxes, documents etc. 
• Products marked as final sale cannot be returned or exchanged.
• Gift cards cannot be refunded or exchanged and has no cash alternative.

Any returns that do not meet the return policy as stated in the above will not be accepted.

Please email us as the first step in order to initiate a return at hello@runwaydoor.com. Please retain your receipt and proof of purchase. Once your return is accepted and approved by us, you will receive instructions for how to return your item/s.

Returns parcel with a return shipping label intact must arrive at our provided location within 14 days. Items received after this time period will only be accepted at the discretion of Runway Door.

Please note for all unsuitable and change of mind (includes wrong size or color selection) purchases, you will need to arrange for shipping the item/s back to us, all delivery fees and charges incurred are at your expense.  

As part of our refund policy any products sent back to us without first requesting a return will not be accepted.

Returns can only be issued once we or our partnering brands have received your returned items. Please allow up to 7 business days for this to be processed. Once we confirm we have received your returned item and it is approved, you’ll be refunded on your original payment method within 10 business days, excluding any delivery costs and taxes incurred and an additional 5% fee for returning any change of mind item/s. Also, please allow additional days to process due to varying processing time between payment providers. If more than 15 business days have passed since we’ve approved your return, please contact us immediately.

We strive to ensure our items reach you in the best condition possible. If in any instance that the item/s delivered is defective or damaged upon delivery, and it is in our fault upon careful assessment, you will be eligible for a return and full refund. For all faulty and defective items you must notify us via email at hello@runwaydoor.com (or contact us page) within 14 days of receiving the item/s, ideally within 10 days of receiving the item, this is to allow us adequate time to work with our global suppliers that all offer varied terms. In your best effort please return according to our return policy.

RIGHT OF WITHDRAWAL & RETURN POLICY (EU CUSTOMERS)

Statutory Right Of Withdrawal & Diminishing Value

In accordance with EU consumer protection laws, you have the right to withdraw from your purchase contract within 14 days of receiving your goods, without giving any reason.

Important Note on Item Condition 

You are only liable for any diminished value of the goods resulting from handling them beyond what is strictly necessary to establish their nature, characteristics, and functioning (similar to how you would inspect an item in a physical retail store). If an item has been deliberately overused, worn, or damaged prior to return, we reserve the right to deduct an appropriate amount from your final refund to reflect this loss of value.

How to Initiate a Return & Shipping Costs

To exercise your right of withdrawal, you must notify us of your decision before the 14-day period expires. Because we ship from multiple locations, the specific return address will be provided to you once your return process has been officially initiated. Please note:

Our Coverage: We will refund the original cost of the item, including the standard original shipping charges you paid at the time of purchase.

Your Coverage: You, the customer, are responsible for covering the direct costs of shipping the items back to our designated warehouse.

Refund Processing

Once we receive your returned goods (or proof that you have sent them back), we will process your refund, minus any deductions for diminished value if applicable. Refunds will be issued to your original payment method and can take up to 10 business days to reflect in your account. If you have not received your refund after 10 business days, please contact us immediately at hello@runwaydoor.com.

Conformity of Goods (Faulty or Misdescribed Items)

Independent of your 14-day withdrawal right, you are always entitled to receive goods that conform to their description and legal standards. If any item arrives damaged, faulty, or does not match the description provided at the time of purchase, you have a legal right to a return, repair, or full replacement at no additional cost to you.