06 / Make it right

A consideredreturn.

Sometimes the fit, the feeling, or the order is not quite right. Tell us early and we will help you find the cleanest way forward.

Return desk / 06

Good service does not stop at checkout.

Human review / Clear next steps

Start here

A clear request gets a clear reply.

Email the atelier before sending an item back. We need to check the order details and confirm the correct return route first.

Start a request

No mystery addresses.

We only share return instructions after we have reviewed your request.

01

Tell us what happened

Email your order number, item name, and reason for the return or exchange.

02

Wait for the atelier reply

We review the request and confirm the correct next steps for your specific order.

03

Send nothing until approved

We will share the return address and instructions before you send the garment back.

04

We inspect and resolve

Once received, we check the item and confirm the refund, exchange, or replacement path.

Before you send it

Keep these details close.

  • Keep the garment unworn and unwashed while your request is reviewed.
  • Keep original tags, packaging, and order details together where possible.
  • Include clear photos if the item arrived damaged or incorrect.
  • Defective goods: the CPA gives you 6 months to return a defective item for repair, replacement or refund.
  • Change-of-mind: we offer 14 days from delivery for a refund/exchange if the conditions above are met. This is offered voluntarily and does not limit your CPA rights.
  • Return address is only shared after we approve the request: Noordweg 7, De Aar, NC, 7000 (the business address).
  • Return courier cost: you pay for change-of-mind/cancellation returns; we pay when the item is defective or incorrect.
  • Refunds are issued to the original payment method within 7–10 business days after we receive and inspect the item.
  • Cancellations before dispatch must be requested within 24 hours.
  • Items marked "Final Sale" cannot be returned.
  • Your legal rights under the CPA and ECT Act are never limited by this page.

Need to discuss a damaged or incorrect item?

Send photos and your order number to hello@heavyweightxv.co.za. We will get back to you with a resolution path.