Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a refund, exchange, or replacement, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging and returned to our warehouse. You’ll also need the receipt or proof of purchase.
To start an exchange, replacement, or refund, you can contact us directly at [email protected]. We always prioritize exchange, replacement & refund-related inquiries and pay monetary reward to our agents to make sure these types of inquiries could be attended to asap. That being said, we are currently experiencing a high volume of inquiries and it is advised to title your email in the format of Refund / Replacement / Exchange + Your Order Number. Please do not reply to any automated emails like order confirmation, shipping updates, newsletters and etc. as they might be filtered. All items must be returned to be eligible for exchange, replacement, or refund. Items sent back to us without first requesting a return will not be accepted. If your return is accepted, we’ll send you instructions on how and where to send your package.
Damages & Defect
Damages refer to any break, scratches, cracks, crushed, or deformation of the item's physical shape. Defect refers to any malfunction of the items within the warranty period or unstated imperfection of their designed shapes or appearance
Once a parcel is marked as delivered, it is considered to be under the consumer's custody and it's therefore the consumer's responsibility to keep it safe and away from hazards that might cause damage. It is also the customer's responsibility to inspect your order upon reception and contact us immediately within 3 days ( starting from the date of receipt ) if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Any damage claimed 3 days after the parcel is marked as delivered would be deemed to be caused by customers and therefore not eligible for exchange, replacement & refund.
Any defect claim related to imperfection of an item's physical shape or appearance ( e.g.: unremovable stain ) 3 days after the parcels are received would be deemed to caused by customers and therefore not eligible for exchange, replacement & refund.
Missing Parcels
Once a parcel is delivered, it is under the customer's custody and it is the customer's responsibility to keep it safe. If you received a parcel delivered message but cannot find it anyway, please get in touch with us via email: [email protected] within 7 days from the first day you receive the parcel delivered message so we can inspect or send you a replacement
Exceptions / non-returnable items
Please note that any cancellation, refund, or exchange when the item is in transit will not be accepted as a delivery intervention at this stage is not applicable, and you would have to wait until the parcel is received to initiate a return & refund or exchange request.
It is the customer's responsibility to make sure the address and contact info are correct, complete, permanent, and can be reasonably delivered. Any items delayed, missing, damaged, failed to deliver, parcel returned or disposed due to incorrect, incomplete or inaccessible address or relocation of customer are not refundable either and the customer is responsible for any cost incurred from a incorrect, incomplete or inaccessible address, including but not limited to return, warehousing and disposal of the parcels.
It is the customers' responsibility to track the parcel and coordinate their time for delivery, reschedule the delivery, or collect the parcels themselves timely. Missing parcels or parcels being disposed of by the local courier due to customers' absence, failure to reschedule, or failure to collect the items timely is not eligible for refund. Parcels being returned by the couriers due to multiple failed delivery attempts caused by customers' absence or failure to collect the parcels timely is only eligible for partial refund ( order value - returning shipping fee ).
It is customers' responsibility to inspect the items upon receiving. In the circumstance of damaged items, please notify us within 3 days from the first day you receive the parcel delivered message. In the case of defect in the item's physical shape or appearance, please notify us within 3 days from the first day you receive the parcel delivered message. However, defects on the item's physical appearance / shape or damaged items failed to file a refund/replacement request within the 3-day time frame and are not eligible for refund or replacement.
In accordance with federal and state guidelines and for the safety of the consumers, suppliers and carriers, made-to-order items is non refundable. Items including but not limited to bedding & bath items, sleepwear or lounge, drinkware, serveware and flatware are not eligible for full refund and a restocking fee of 25% of the purchase price would be applied. However, once opened or used, intimate items are not eligible for return and refund.
Shipping cost or tax associated with the fulfilment of the order could not be refunded as well.
It's customer's responsibility to pay any tax or cost incurred from importing the items with the time frame given by the local government. The customer is responsible to cover the cost of disposal of the item or perished value of the items due to delayed payment of the imported tax. Delivery failure or disposal of the items by the custom due to the customer's failure to pay the import tax within the time frame given by local government is not eligible for refund
Exchange & Replacement Process
All items need to be returned for exchange or replacement. Customers are responsible for returning the item and with reasonable protection to the given warehouse address and share with us the tracking info so the warehouse staff can expect and inspect the item asap once it arrives. The replacement or exchange items would be shipped out within 3 business days once the inspection finished and customer support will share with you the tracking info of the new parcels.
Refunds Process
All items need to be returned for refund. Customers will be responsible to return the item to the given warehouse and with reasonable protection. It is advised to share with us a photo record that showcases the condition of the refunded item before shipping it off to us. Once the return item is shipped, the customer needs to share with us the tracking info and a screenshot of shipping history. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].
Return Cost
Unless 'Priority' service add-on ( which include shipping insurance and free return service ) is purchased during the customers' checkouts, or the products are reported and verified as damaged or defective within the given time frame, the customers would be responsible for the return costs and sharing with us the tracking info of the return parcels. Please note that freight collect is not acceptable as paying for return shipping is out of the warehouse staff's scope. Any missing, disposal or rejection of returning parcel due to freight collect would be at the cost of the customers and consequently the refund would be not eligible in this case.