Customer Care
Returns & Exchanges
Simple, hassle-free returns within 14 days.
Our Promise
14-day returns, no drama.
We want you to love every piece you buy from Elite Style Co. If something doesn't work — the fit, the colour, a change of mind — we make returning it straightforward.
You have 14 days from the date of delivery to initiate a return. All eligible items will be refunded to your M-Pesa in full, with no restocking fees.
Accepted
What can be returned
- Items in unworn, original condition
- Items with all original tags still attached
- Items in their original packaging or bag
- Items returned within 14 days of delivery
Not accepted
What cannot be returned
- Intimate apparel (underwear, swimwear, socks) for hygiene reasons
- Items purchased in a sale or with a promotional discount
- Customised or personalised items
- Items showing signs of wear, washing, or damage
- Items without original tags or packaging
The process
How to return an item
WhatsApp us
Message us on WhatsApp (+254 142 424 802) with your order reference and reason for return. Say "I want to return order NF-XXXX".
Receive your return code
We will send you a unique return authorisation code within a few hours. Please include this code on your parcel.
Drop off or we collect
Drop your parcel at our CBD store (Shop 35, Stanbank House, Moi Avenue Street), or arrange a collection for a small fee of KES 200 within Nairobi.
Refund in 3–5 days
Once we receive and inspect your item, your refund will be processed within 3–5 business days.
Online
Start your return
Prefer not to message us? Submit your request here and our team will follow up with the next steps.
Refund methods
M-Pesa refunds, always.
All refunds are sent back to the M-Pesa number used at checkout. We do not issue store credits, cheques, or bank transfers — only direct M-Pesa refunds.
Refunds are typically processed within 3–5 business days after we receive and inspect your return. You will receive an M-Pesa confirmation SMS once the refund is sent.