Returns, Exchanges & Delivery Policy

Clothing – In-Store Purchases

• Returns for full-price, unworn, unaltered items with tags and the original bill are accepted within 14 days of purchase.

• Items can be exchanged within our physical stores (Flagship Store – 377B, Galle Road, Colombo 03 | One Galle Face Mall – Level 02: 43).

• No refunds or credit notes will be issued in-store. 

• Exchanges are accommodated once only.

• Discounted/Promotional Items: Final Sale – no returns, refunds, or exchanges.

Jewelry

• No returns or refunds (online or in-store).

• For jewelry with sizing, size changes can be arranged for online orders, with delivery charges borne by the customer.

• Tags must remain intact.

• Requests must be made within 2 days of receipt via email to sales@absolutebasics.lk.

Clothing – Online Purchases

• Returns/exchanges are accepted only for full-price, unworn, unaltered items with tags, requested within 7 days of receipt via email to sales@absolutebasics.lk with the subject line: “Request for an exchange – Order No: #AB…”.

• Online exchanges/returns are handled via courier only (not in-store).

• For customers who previously used the option of returning/exchanging online purchases in-store, please note that this service was suspended as of 25 September 2025.

• We sincerely apologize for any inconvenience this change may cause and thank you for your understanding as we streamline our processes to give you the best possible experience.

If an item is unavailable, customers may choose:

1. Exchange for another available item.

2. Store Credit, valid for 30 days from the date of issue.

• One-way courier charges for exchange deliveries (pick-up from the customer) will be borne by the customer.

• Exchanges are accommodated once only. No refunds will be issued for online orders.

• All returns/exchanges are subject to inspection and approval by our team. We reserve the right to accept or decline an exchange if the item is not in its original condition (unworn, unaltered, with tags intact).

• Once your item is received, our team will inspect it and confirm if the exchange can be accommodated.

• From the time of email confirmation to pick-up, inspection, and redelivery, the process will typically take 14–21 days.

• While we aim to process exchanges as quickly as possible, occasional delays may occur.

Discounted/Promotional Items: Final Sale – no returns, refunds, or exchanges.

Cancellations

• Once payment is made, orders cannot be cancelled.
  

• No cash refunds will be made against cancellations.

Payment Policy

• As of 9 October 2025, Cash on Delivery (COD) has been discontinued.

• This change was made to ensure faster processing, improved accuracy, and a more secure shopping experience for all customers.

• All orders can be placed using secure online payment methods available at checkout.

Delivery Policy

• Once an order is dispatched, customers will receive an email with tracking details.

• The courier will attempt delivery twice. If unsuccessful, the package will be returned to us and the order cancelled. In such cases, store credit (30-day validity) will be issued for paid orders - refunds will not apply.

• Delivery times may vary based on location, but we aim to dispatch all confirmed orders promptly.

Complaints Regarding Quality

• For in-store purchases, garments must be physically brought to our store for inspection.

• For online orders, please email us to sales@absolutebasics.lk with your order number and specific details of the complaint.

• Images sent via email or WhatsApp will not be accepted as proof of damage or defect.

• Refunds will not be issued based on images alone.