Return Polices

NEED TO RETURN YOUR ORDER?

It’s easy! If you're not completely satisfied with the product you've purchased, Horus will provide you with full store credit for your returned item(s), allowing you to choose a new product.

RETURNS POLICY

Items must be returned within 30 days from the delivery date.
All returns will automatically be issued as store credit, allowing you to repurchase an alternative item or the same item in a different size.
Items marked with “FINAL SALE” cannot be returned unless they are faulty.
We do not offer refunds for final sale items, change of mind, or incorrect sizing choices.
Customers who have received an incorrect item or products with a manufacturing fault will be eligible for a refund (please note that Horus undertakes strict quality control checks prior to dispatch and upon receiving returns).
Please handle products carefully when trying them on. (Items with manual defects or that do not comply with our returns policy will be declined and returned to the customer).
Horus is not responsible for return shipping costs.
We do not issue store credit or refunds on the original shipping charges.

Please note that orders returned due to unclaimed or rejected customs fees, missed delivery, or incorrect addresses will be issued as store credit, less shipping fees. This credit will be issued only after the carrier confirms the return on your tracking link. Refunds are not provided for these returns.

EXCHANGES

Store credit will be issued so that you can re-purchase a new item or size. For urgent exchanges, we recommend purchasing the replacement size before sending back the return. Once we receive your unwanted item, we will issue you with store credit. (We do not hold items or process exchanges while your item is being returned).

CONDITIONS FOR RETURN

All garments must be returned:

In their original condition, unworn and unwashed (free of any stains from makeup or deodorant).
With all tags attached and in the original packaging.

All shoes must be returned:

In the original, undamaged shoebox.
In the same condition as delivered to you.
They must be tried on indoors and on a soft floor.

WHAT CANNOT BE RETURNED

Sale items cannot be returned (excluding full-priced items purchased using a discount code).

For safety and hygiene purposes, the following items cannot be returned:

Accessories (any products within the accessories category, excluding shoes and heels)
Lingerie
Swimwear (without a hygiene sticker)

HOW DO I MAKE A RETURN?

Please note that items must be returned within 30 days of the purchase date.

International Customers: Ensure that the items you are returning meet all our return policy requirements. Please email us at customerservice@horusthelabel.com with your order number and reason for return, and our customer service team will assist you with the next steps.

RECEIVED A FAULTY ITEM?

If you have received a faulty item, please email our customer support team within 5 days of receiving the package at customerservice@horusthelabel.com. Please wait for instructions before shipping your return. You will not be reimbursed for return fees if our support team has not provided instructions via email prior to returning the faulty item. Be sure to use a trackable delivery method for returning your items, as Horus is not responsible for lost or damaged returns in transit.

ASSESSING THE RETURN

Returned products will be assessed upon arrival to ensure they comply with our returns policy. Non-returnable items and/or returned items that do not comply with our returns policy will not be accepted and will be sent back to the customer.

CREDIT NOTES, REFUNDS, AND PROCESSING TIMEFRAMES

Depending on the service and country you’re returning your items from, it can take up to 21 working days (excluding weekends and public holidays) to be delivered and processed by our returns team.

If eligible for a refund (e.g., received a faulty item), the refund will be issued to the same payment method used for the order.
For payments made with both credit cards and gift cards or store credit, the return will be applied to the gift card/store credit first.
Please refrain from contacting us regarding the arrival of your return unless it has been more than 15 days since posting.
You will be notified via the email provided with your order once the return is complete. Store credit will be issued via email in the form of a code and will remain valid for 6 months.
Please note that Horus does not operate on public holidays, so all returns will be processed on the next working day.

AFTERPAY RETURNS:

AfterPay returns follow the same process. Please note that your personal agreement with AfterPay remains in effect, and you must continue to make any scheduled repayments