FAQ – Frequently Asked Questions

Can I return the product?

Goods purchased on the website (except for underwear and swimwear, due to hygiene reasons) can be exchanged or returned within 14 days from the date of receipt of the respective item. Additionally, according to the Law of Ukraine “On Consumer Rights Protection,” underwear is considered a product of proper quality that is not subject to exchange (return) if it does not satisfy the consumer for any reason. Furthermore, within 14 days from the date of receipt, any item can be returned if a defect was found upon receipt or if you were sent an incorrect order.

How to make a return or exchange?

If you decide to return or exchange a product, you must notify the manager by phone at +380992936467, by direct message on the brand’s Instagram page @notyourfault.co, or by filling out the feedback form on this website. The item to be returned must be in its original packaging, with tags attached, and in new condition without signs of wear. More detailed information can be found on the Shipping & Returns page.

How quickly will my order be shipped?

Order processing takes place daily from 11:00 AM to 6:00 PM (Kyiv, Ukraine). Most orders received before 6:00 PM are shipped the same day. However, during periods of high demand, the shipping time may take from 1 to 3 business days. More detailed information can be found on the Shipping & Returns page.