RETURNS & REFUNDS

Our purpose here at Runway Door, is to ensure you are completely satisfied with your purchase each and every time. 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. 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. In your best effort please return according to our return policy.

If the item/s is unsuitable or you simply changed your mind, your return must comply with our return policy.

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. Please note any return shipping/delivery costs incurred for change of mind items are not covered by us and are non-refundable.

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

Please note 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 for returning the 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.