Return window
Return requests should be made within 7 days of delivery unless IO2 Store confirms a different window in writing.
Return condition
Items must be unworn, unused, unwashed, unaltered, and returned with original packaging, tags, and proof of purchase. Items that fail inspection may be refused or returned to the customer.
Non-returnable items
Items that have been worn, washed, altered, damaged after delivery, returned without original condition checks, or marked final sale may not be accepted.
Wrong or damaged items
If your order arrives wrong or damaged, contact support within 48 hours of delivery with your order number and clear photos. We will review the case and confirm the next step.
Refunds
Approved refunds are processed after the returned item has been received, inspected, and approved. Refunds are usually issued to the original Paystack payment method where possible. Final timing may vary depending on Paystack, the customer's bank, or the payment channel used.
Exchanges
Exchanges depend on stock availability and inspection approval. If the requested size, colour, or item is unavailable, we may offer another available option or a refund where approved.
Delivery costs
Return delivery costs are the customer's responsibility unless the issue was caused by a wrong, damaged, or defective item confirmed by IO2 Store. If a returned item is refused after inspection, the customer may be responsible for delivery back to them.
Cancellations
Orders can be cancelled before dispatch where the request reaches support in time. Once an order has been dispatched, it will need to follow the return process.