Return & Refund Policy
Q1: If the product arrives damaged or defective or it isn’t what I have ordered, what should I do?
If such circumstances arise, you must not remove any price tag or the original packaging. Please contact our Customer Service team to inform our staff about the details of your package. Our staff may request from you the visual evidence (e.g. photo or video) of the product in order to process the return.
5 simple steps to return the parcel:
1. Contact our Customer Service team here
2. Provide your order details and reason for return.
3. Fill in the details of the parcel in the Return Form.
4. Pack the item in a box, enclose your Return Form, and seal the box.
5. If the product is proven damaged/defective by our Quality Assurance Department, we will arrange the pick-up service to collect the item from you at the delivery address stated in the order.
Q2: What are the terms and conditions for returning an order?
You can return your order within fourteen (14) days upon receiving it. If you have several items in one order and arriving in several parcels, the 14-day Return Period begins on the day you receive the last parcel.
Other Terms & Conditions of Return
i. The product must be unused or unworn.
ii. The product must be in its original state with the price tags and in the original packaging.
Returned product(s) inspected by our Quality Assurance Department. Should any damage to the product is detected as a result of a manufacturing defect or deviation from factory specifications, we undertake the full refund of the purchase price.
We will return the product to you if the damage to the product is caused by reason(s) other than material quality or manufacturing. We do not refund products damaged due to abuse or negligence such as, but not limited to, exposure to chemicals, caustic substances, open flame, high heat, sharp object as well as damage caused by misuse or activities other than the intended purposes.
Q3: How do I get a refund for my order?
Please follow the steps below:
1. Contact our Customer Service team here
2. Provide your order details and reason for refund.
3. Fill in the details of the parcel in the Refund Form provided by customer service.
4. Pack the item in a box, enclose your Refund Form, and seal the box.
5. Proceed to your preferred courier company to post your return to us.
6. Please provide the name of the postal service provider and the tracking number to our Customer Service team.
Please note that we will only process your refund through the payment service that you used.
Q4: When should I expect to get my refund?
Your refund will be processed as soon as the returned product is received and inspected by our Quality Assurance Department. The inspection may take up to 2 weeks though generally it is shorter than the stipulated period.
Once it is confirmed that the returned product fulfils our Return Policy, the refund will be approved and made within two (2) working days via your payment service provider, i.e. your bank or credit card issuer, whose service you used to make the purchase. Please note that the duration taken by a payment service provider to credit the refund amount to your account may vary accordingly.
If a product has been discounted either by promotion or coupon code, the amount refunded will be based on the net amount paid, i.e. the price for the product less the coupon amount as indicated on the receipt. Delivery charges paid in the original order are non-refundable except in the case of manufacturing defect or wrong order.
If you do not receive your refund within twenty-one (21) business days or for further information, please contact our Online Store Customer Service team here.
Q5: When should I expect to get my return package?
Subject to the duration of delivery by the courier service provider, it usually takes 2 – 5 business days for your return package to reach our warehouse upon drop-off or pick-up of the return package. We are not certain how long it will take for your returned products to be delivered back to us.
Q6: Can I exchange the product with another?
The exchange of products is allowed subject to availability as well as the following conditions:
· The exchange is necessary due to defect/damage of the purchased product; or
· The size/colour/product received is different from that of the order; or
· The newly requested size or colour is of the same design style of the one originally purchased
For exchange of size and colour other than defect, or damage product or error in the order, the delivery lost or postal charges will be borne by the purchaser.
