Refund policy

Statement and Process for Product Exchange

Dear Valued Customer,  

Thank you for choosing our products! To safeguard your rights and ensure a pleasant shopping experience for all, we have outlined the following exchange policy and process. Please read carefully:  

You may request a return within 3 days of receiving your parcel by contacting customer service (by WHATSAPP). We will assist you in completing the return process. Please note the following conditions:

1.⁠ ⁠Eligibility for Returns
•⁠  ⁠Return services are only available for online orders purchased

2.⁠ ⁠Condition for Returns
•⁠  ⁠Products must be in their original condition with tags intact, unworn, unwashed, and unaltered, including complete original packaging including dust bag, shoulder straps, accessories

3.⁠ ⁠Footwear Orders
•⁠  ⁠For footwear orders purchased from our official website, exchanges for footwear based on size are subject to availability and terms and conditions
The shipping fees for returning and reshipping shoes will be borne by the customer

Eligible for Exchange

• Products with damages (e.g., cracks, tears)

• Incorrect product style, color, size, or model delivered

• Missing accessories or items not functioning as intended 

Return and/or Exchange for articles which do not meet all mentioned conditions will be duly declined.

•⁠  ⁠Return and Refund will only be done for a product(s) in its original condition (tag intact, unworn, unwashed and unaltered).

•⁠  ⁠Measurement deviations within 1-3 cm, small stains, minor loose threads, slight detachment or snags, slight color variations between batches, and damage caused by human actions.

• Failure to provide an unboxing video as proof

PROCEDURE

Within 3 days of receiving the product, provide the following information:  
1. Order number
2. Unboxing video and photos of the issue
3. Description of the problem

We will process your request promptly. Thank you for your understanding.  

For assistance, please contact us via Instagram or WhatsApp customer service—we’re pleasured to help.

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To start a return request, please refer to the following steps:

1. Get in touch with our Customer Service via WhatsApp (compulsory)

2. Once you get the confirmation from the team, fill up the Return Form

3. Pack the product(s) back into its original packaging along with its packing list

4. Send your return parcel to the following address with a delivery method that allows tracking

D+AF Return (Attn: Order ID 88888)

No.1 Jalan Ekoperniagaan 2/9 Taman Ekoperniagaan 81100 JB
+60 16-660 5070
Remark: Note that it is compulsory to include your Order ID

Return parcel must reach D+AF (MY) within 7 working days (for Malaysia order) or 14 working days (for International order), upon the confirmation and update from our Return Department.

ALL RETURN AND REFUND WILL BE PERFORMED IN STORE CREDIT ONLY

- Please do not stick the consignment note directly on the shoe box. If the shoe box is damaged due to unpacking, the buyer will be responsible for the cost of the shoe box, which range from RM15-RM30.

SERVICE CHARGE
•⁠  ⁠10% service charge will be imposed on any return request submitted more than a week after the delivery of the package.

IMPORTANT REMARKS

• Please record a clear and complete unboxing video to document the condition of the package and product

• Applications without this proof will not be accepted

•⁠ If return request is granted, we will proceed with refunds to your D+AF account as soon as possible and generally within 3 days from the date on which we received the returned product(s). Kindly check your email for further update.

•⁠  ⁠Refund will be performed based on amount paid for the previous order. Customer are required to top up the balance for their new purchase if there are price differences between the returned and new item.

• Kindly place your new order with the Store Credit within THREE (3) months

• Refund will be performed based on amount paid for the previous order. Customer are required to top up the balance for their new purchase if there are price differences between the returned and new item.

• Note that customer are not allow to enjoy the same promotion price for their new purchase with the store credit.

•⁠  ⁠Kindly note that all return parcels are dealt via WHATSAPP only. If returned product(s) does not meet the requirements for returns set out above, D+AF MY reserves the right to reject the return and any request for a refund.