Return & Refund: Q&A
Q1: What should I do if the product I receive is damaged, defective, or not what I ordered?
We're here to help. Let us know and we'll work together to make things right.
For effortless returns, please follow these simple steps::
- Contact our Customer Service team to initiate the return process here.
- Ensure the product remains in its original packaging and do not remove any price tag.
- Our staff may request visual evidence, such as photos or videos, to facilitate the return.
- Once your return is approved, securely package the item with the Return Form.
- We will arrange for the pick-up service to collect the item from you at the delivery address.
- Upon receipt of the return, we will promptly process your refund or exchange.
Q2: What are the terms and conditions for returning an order?
We want you to be delighted with your purchase hence we made our return policy simple.
You have 14 days from the date you receive your order to return it. If your order comes in multiple packages, the 14-day return period starts from the day you receive the last package.
Our Quality Assurance Department will inspect returned products for any damage resulting from manufacturing defects or deviations from factory specifications. If we find such damage, we will refund the total purchase price. However, we cannot offer a refund if the damage is caused by something other than material quality or manufacturing, such as abuse or negligence. Such damage includes exposure to chemicals, caustic substances, open flame, high heat, sharp objects, or misused for unintended purposes.
We hope this information helps. If you have any questions or concerns, feel free to contact us - we're here to help!
Q3: When will I receive my refund?
Upon receipt and inspection by our Quality Assurance Department, your refund will be promptly processed. While the assessment may take up to two (2) weeks, it is typically completed within a shorter timeframe. Once our Return Policy has been confirmed to have been met, your refund will be approved and processed within two business days via your chosen payment service provider, such as your bank or credit card issuer.
However, please be aware that the timeline for your payment service provider to credit the refund amount to your account may vary.
The refund would be based on the net amount paid if a product was discounted by promotion or coupon code. Please note that delivery charges paid in the original order are only refundable if the return is due to a manufacturing defect or the delivery of the wrong item.
If you have not received your refund within the designated twenty-one (21) business day timeframe or require additional information, we kindly ask you to contact our esteemed Online Store Customer Service team for assistance, accessible via the provided link
Q4: When can I expect my return package to arrive?
We anticipate your inquiry on the expected delivery date of your return package.
Please note that the courier service provider is responsible for the delivery duration, which typically ranges from 3 to 5 business days upon the drop-off or pick-up of your return package at our warehouse. However, we cannot guarantee the exact timeframe for the return delivery of your products.
Thank you for your patience and understanding in this matter.
Q5: Can I exchange my item for a different one?
Yes, we're happy to help you if you need to exchange your purchase as long as we have the item you want to exchange is still available.
Here are the situations where we can make an exchange happen:
If your item is damaged or defective, the size or colour you received differs from what you ordered, or if you'd like to switch to a different size within the same design style.
Don't hesitate to reach out if you need anything else!