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Return and Change
Can I return my order that I have purchased from at the stores?

You can return the items within 30 days purchased from at the nearest DeFacto store with your invoice.

How can I return the product or products in my order?

In case you are not fully satisfied with the product or products you have ordered, you can return the items within 30 days from the date you have received the products. Returned items must be unused and in their original packing. Together with all returned products, any free of charge or promotion items, if any, which may have been sent as a part of the order, must be returned also. Please make sure that you carefully and completely fill in the returns form that has been sent to you together with the ordered items, in order to be able to implement the returns process. Please be sure about the packing integrity and water impermeability. The package is under the liability of the customer until it has reached us. You can return the items within 30 days purchased from at the nearest DeFacto store with your invoice.Return adress: Defacto Almaty Mart Mall Store. Mart Mall, Richard Sorge St 18, Almaty Kazakhstan

What do I have to do for size changes? Can I have these replaced at the stores?

It currently is not possible for you to send the item/s you have purchased from the online store for an exchange. You can have your item/s replaced at our stores within 30 days of purchase. Please click to find our nearest store. Our helpful store staff will gladly assist you in item exchanges. Any items you have sent to our warehouse will be handled as returns and refunded.

How many days is the return period?

In case you are not fully satisfied with the product/s you have purchased from our website, you can return the product/s within 30 days from the day you have received them.

Who will be responsible for the return shipping fee?

You can make all your returns free of charge through Pony.It is only required for you to specify that it is a DeFacto return.

What do I have to do in case I receive an incorrect or damaged item?

We act very carefully during the preparation of your order; therefore we hope that such circumstances will not be experienced. In case of a defective or incorrect product delivery, please return your order by store for free. The order amount will be refunded to you. Please send your request by e-mail to the address or contact our whatsapp services line at +7 701 214 44 24.

Please read our Returns and Exchanges Policy.

Just like in the stores, you can open the package in order to look at the item/s and try them on. Please retain the original packing and return it together with the product. Do not try the products on when you have put on any perfumes, shaving lotions with heavy fragrances or deodorants that might leave marks on. Do not wear the shoes outside; there should not be any dirt or scrape marks on the soles. Do not remove the tags. Bathing suits, underwear stockings, etc. cannot be returned due to hygiene reason. This return policy does not prejudice your legal rights regarding damaged products.