Refund policy
Last updated: October 28, 2026
We want you to love your DERAC piece. If the size isn't right, we'll exchange it for free. If you'd rather return it, we'll give you store credit to use on something you love.
At a glance
- Request a return or exchange within 14 days of delivery.
- Size exchanges are free.
- Returns are refunded as store credit, valid for 6 months.
- Return shipping is free, including for international orders.
- Items must be unworn and unwashed, with tags attached.
How to start a return or exchange
Contact us within 14 days of your order being delivered at info@derac.shop or on WhatsApp at +254111339472, with your order number and whether you'd like an exchange or store credit.
Please contact us before sending anything back. Items sent back without first requesting a return can't be accepted.
Condition of items
Items must be returned in the same condition you received them: unworn, unwashed and unused, with tags attached and in their original packaging. We inspect every return, and items that have been worn, washed, damaged or altered may not be accepted, or the store credit may be reduced.
Some items may not be eligible for return, as stated on the product listing or at the time of purchase. Contact us if you have questions about whether a specific item can be returned.
Free size exchanges
If your piece doesn't fit, we'll exchange it for a different size of the same style, free of charge. Exchanges depend on availability; if your new size isn't available, we'll issue store credit instead.
Store credit
Approved returns are refunded as store credit for the price paid for the returned item(s). We'll send your store credit by email once we've received and inspected your return. Store credit can be used on deracofficial.com and is valid for 6 months from the date it's issued.
Sending your return
International orders: return shipping is free. Once your return is approved, we'll send you a prepaid return label and instructions.
Nairobi: drop your return off at our studio in Westlands. We'll share drop-off details when your return is approved.
Elsewhere in Kenya: contact us and we'll arrange your return.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us straight away if an item is damaged, faulty or not what you ordered, with photos and your order number. We'll make it right with a replacement, an exchange or a refund.
Cancellations
You can request to cancel or remove items from your order until it has shipped. Contact us as soon as possible.
European Union returns and cancellations
If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.
After you notify us that you wish to cancel, you must return the goods within 14 days.
We will refund eligible cancelled orders to your original payment method within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a cancellation, contact us. If you prefer, you can choose store credit or an exchange instead.
United Kingdom returns and cancellations
If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.
After you tell us you wish to cancel, you must return the goods to us within 14 days.
We will refund eligible cancelled orders to your original payment method within 14 days after we receive the returned goods or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a cancellation, contact us. If you prefer, you can choose store credit or an exchange instead.
Your rights
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law. Where the law gives you a right to a refund to your original payment method, we will honour it.
Contact
To start a return or exchange, ask about store credit or report a damaged item, contact us at info@derac.shop or WhatsApp +254111339472.