Return & Exchange Policy
At Smalls, we want customers to have a clear and comfortable shopping experience.
Because Smalls sells lingerie, innerwear and other hygiene-sensitive products, special return and exchange conditions apply.
LAST UPDATED: SEPTEMBER 2026Eligible exchange requests must be submitted within three days of receiving the order.
Report wrong, damaged, defective or incomplete products within two days of receiving the order.
Exchange Period
Eligible exchange requests must be submitted within 3 days of receiving the order.
Please contact Smalls before returning or sending any product.
Exchange approval is subject to the eligibility requirements below, product availability and inspection of the returned product.
Wrong, Damaged, Defective or Incomplete Products
If you receive a wrong, damaged, defective or incomplete product, please contact Smalls within 2 days of receiving your order.
You may submit a complaint if:
- You received a different product from the one ordered
- You received a different size or colour from your confirmed order
- The product arrived damaged
- The product has an apparent manufacturing defect
- An item from your confirmed order is missing
Our team will review the complaint and provide an appropriate solution in accordance with this policy and applicable law.
Exchange Eligibility
For an eligible exchange, the product must generally:
- Be unused and unworn
- Be unwashed
- Be in its original condition
- Have its original tags attached
- Have any applicable hygiene seal intact
- Be free from stains, marks, odours, damage or signs of use
- Be returned with its original packaging
Hygiene-Sensitive Products
For health and hygiene reasons, panties, lingerie, bodysuits, stockings and other intimate or hygiene-sensitive products may not be eligible for change-of-mind or size exchange once they have been worn, washed or used, or once applicable hygiene protection has been removed or compromised, subject to applicable law.
This restriction does not affect applicable rights relating to products delivered wrong, damaged, defective or otherwise non-conforming.
Size Exchanges
Where a product is eligible for a size exchange, the request must be made within 3 days of delivery.
Size exchanges are subject to:
- Product eligibility
- Original condition
- Hygiene requirements
- Availability of the requested replacement size
If the requested size is unavailable, our Customer Support team will advise you about available options.
Products Generally Not Eligible
Subject to applicable law, an exchange may be refused for:
- Used or worn products
- Washed products
- Products with removed tags
- Products with removed or compromised hygiene seals
- Products with stains, odours, marks or signs of use
- Products damaged by the customer after delivery
- Products returned outside the applicable exchange period
- Products identified as final sale or non-exchangeable before purchase
Exchange Delivery Charges
Where an exchange is requested because the customer selected an incorrect size, colour or product, applicable courier charges may be the customer's responsibility where permitted.
Where Smalls confirms that a wrong, damaged or defective product was supplied, applicable return or replacement delivery charges will be handled by Smalls in accordance with the circumstances and applicable law.
Refunds
Where a refund is applicable and approved, Smalls will process it using an appropriate available payment method.
Processing time may vary depending on the bank, mobile financial service or payment provider.
Request an Exchange or Submit a Complaint
Contact Smalls before returning a product. Please do not send a product back before receiving return or exchange instructions.
Applicable Law
This policy will be interpreted consistently with applicable consumer protection, digital commerce and other relevant laws and regulations of Bangladesh.