1. Return Processing Timeline & Exclusions
Our return policy specifies a processing period of 5–10 business days from the date our Hong Kong-based warehouse receives your returned items. Business days exclude weekends and Hong Kong public holidays, which may extend the overall timeline slightly. This policy does not apply to “Non-Returnable” products—these items will be clearly labeled on their product detail pages (e.g., personalized goods, final-sale clearance items, or intimate apparel). For non-returnable products, no return or refund requests will be accepted, regardless of the reason.
2. Obtaining a Return Merchandise Authorization (RMA)
Before sending back any items, you must contact our customer service team to obtain a valid Return Merchandise Authorization (RMA) number. This number is essential for tracking your return and ensuring smooth processing. You can reach us via:
- Email: [email protected]
- Phone: (852) 58514806
When requesting an RMA, please provide your order number, the name/model of the product(s) to return, and a brief description of the issue. We will issue the RMA number within 1–2 business days, along with our warehouse address and return shipping guidelines. Returns sent without an RMA number will be rejected and returned to you at your own expense.
3. Condition Requirements for Returned Items
All returned products must be in original, unused condition with intact packaging, unbroken tags, and all original accessories (e.g., belts for denim dresses, dust bags for flats). Products with signs of wear, washed fabric, missing tags, or damaged packaging will not be eligible for processing. We recommend using the original shipping box (if available) to protect items during transit, as damage caused by improper packaging may void your return.
4. Eligibility for Refunds
We only approve refund requests for products that meet the following criteria:
- The item has a manufacturing defect (e.g., broken zippers on skirts, faulty stitching on dresses).
- The item arrives damaged (e.g., torn fabric, scuffed sandals) due to issues during our fulfillment process.
- The item received does not match its product description (e.g., wrong size, incorrect color, or different style than ordered).
To support your claim, we may ask you to provide photos or videos of the product issue. This helps us verify the problem and process your request faster.
5. Non-Refundable Scenarios
We will not issue refunds in the following cases:
- You change your mind about the purchase (e.g., deciding you no longer like the style of a skirt).
- You ordered the wrong product (e.g., selecting the incorrect size or color by mistake).
- The product is damaged due to factors beyond our control (e.g., mishandling during transit after delivery, improper use, or wear and tear from use).
6. Refund Disbursement
If your refund request is approved, the funds will be credited back to the original payment method used for the purchase (e.g., credit card, PayPal account). The time it takes for the funds to appear in your account depends on your payment provider’s processing rules—typically 3–7 business days for credit cards and 1–3 business days for digital wallets. We will send you an email notification once the refund is processed, including a reference number for tracking.
7. Additional Terms
- You are responsible for covering the shipping costs of returning items, unless the return is due to our error (e.g., sending a defective or incorrect product).
- We are not liable for returned packages lost or delayed during transit—we recommend using a shipping service with tracking and insurance.
- For international returns, please comply with local customs regulations to avoid delays or additional fees, which will not be covered by our company.
