Refunds and Returns Policy

ORDER CONFIRMATION AND POLICY ACCEPTANCE

By placing an order on horusfashion.com, you acknowledge that you have read, understood and accepted the terms set out in this Returns and Refunds Policy.

This agreement is presented:

  • During checkout;

  • In the order confirmation email.

The confirmation explicitly states:

“By placing your order, you agree to our Returns and Refunds Policy.”

This declaration forms a contractual agreement between you (the customer) and HORUS, ensuring that both parties understand the procedures relating to returns, refunds and any potential disputes.

BY PLACING AN ORDER, YOU AGREE THAT:

  • You have reviewed our return conditions, timelines and list of non-returnable items;

  • You understand that slight variations in fit, colour or measurement (±1–3 cm) are normal and do not constitute a defect;

  • You agree to follow the approved return procedure, which requires authorisation before sending back any item.

In the case of a bank dispute (chargeback) or formal claim, this policy — along with order records, product descriptions and communication history — will serve as official evidence in our favour.

BEFORE ORDERING – SIZES AND EXPECTATIONS

We strongly recommend checking our Size Guide before making a purchase.
If in doubt, please contact us at customerservice@horusthelabel.com — our team will be delighted to assist you.

Please note:

  • Variations of 1 to 3 cm may occur due to manual tailoring, which is standard in the industry;

  • As a boutique brand, every return has an impact — checking your size before purchase helps reduce waste and supports responsible production.

RETURN ELIGIBILITY

You may request a return within 14 days of receiving your order (based on delivery tracking).

Eligibility conditions:

  • Items must be unworn, unwashed and unused;

  • In perfect condition, with original packaging and tags attached;

  • The request must be initiated via email within 14 days.

Returns not meeting these conditions may be refused or subject to a restocking fee.

NON-RETURNABLE ITEMS

For hygiene and safety reasons, returns or refunds are not accepted for:

  • Lingerie, swimwear, bodysuits;

  • Items marked as “Final Sale” or “Clearance”;

  • Gift cards.

UNAUTHORISED RETURNS

Any return sent without prior approval or to the wrong address will not be accepted or refunded.

RETURN PROCEDURE

Step 1: Contact Us
Via our contact form or by email at customerservice@horusthelabel.com including:

  • Your order number;

  • The item concerned;

  • The reason for return;

  • Clear photos of the item from several angles.

You will receive a response within 1–2 business days with detailed instructions.

Step 2: Packaging and Shipping
Once approved, send the parcel properly packed.

Important notes:

  • We do not provide prepaid return labels;

  • Return shipping costs are the customer’s responsibility (approximately USD 20–35 depending on region);

  • Return customs fees may apply (approximately USD 50–60);

  • We recommend using tracked shipping — HORUS is not responsible for lost parcels.

Step 3: Refund Processing
After receipt and inspection:

  • Refunds will be issued within 7 days to the original payment method;

  • Shipping fees are non-refundable;

  • Customs or handling fees may be deducted where applicable.

PARTIAL REFUND OR STORE CREDIT

To reduce environmental impact, we offer alternatives:

  • Keep the item and receive a partial refund;

  • Receive a store credit voucher.

These options help avoid physical returns and speed up the process.

DAMAGED OR DEFECTIVE ITEMS

If you receive a faulty or damaged item, please contact us within 48 hours of delivery with:

  • Your order number;

  • Clear photos of the defect.

After verification, a replacement, refund or store credit will be offered.
Claims made after 48 hours may no longer be eligible.

“NON-CONFORMING” ITEMS

Please note:

  • Colour differences caused by lighting or screen display are not defects;

  • A 1–3 cm variation is standard in fashion;

  • Fit may vary depending on body shape.

A favourable resolution will only apply if the product clearly differs from its description.

ORDERS MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows “delivered” but you have not received your parcel:
HORUS is not responsible once the parcel is marked as delivered by the carrier.

Please:

  • Contact your local delivery service immediately;

  • Open an investigation and obtain a case number;

  • Check with neighbours, building staff or family;

  • In case of suspected theft, file an official police report.

Without an official investigation record, our ability to assist is limited.
If the carrier confirms a loss or delivery error, we will reassess the case.

ORDERS RETURNED TO SENDER

In the event of:

  • Parcel refusal;

  • Incorrect address;

  • Undeliverable or unclaimed package.

Then:

  • Refunds will be issued once the parcel is received at our warehouse;

  • A 25% restocking fee will apply;

  • Original shipping costs are non-refundable.

DISPUTES AND CHARGEBACKS

Submitting a dispute or chargeback without contacting us first may result in loss of eligibility for future refunds.
In the event of a dispute, we will provide:

  • Proof of delivery;

  • Order and communication history;

  • Policies accepted at checkout.

REFUND TIMELINES

  • Up to 7 days after receipt of the returned item;

  • You will receive an email confirmation once the refund has been issued;

  • Bank processing times may vary.

NEED HELP?

Write to us at customerservice@horusthelabel.com