It is necessary to complete the Return Form available on the web site in the Customer Care area, in order for us to provide you with a Return Number.
Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
- the online Return Form must be correctly completed and submitted to the Vendor within thirty (30) days of the date of your receipt thereof;
- the products have not been used, worn, washed, modified or damaged;
- the identification tag is still attached to the products with the disposable seal;
- the products are returned in their original packaging;
- the products must be returned within thirty (30) days from the date the package was delivered to you.
If you have fulfilled all requirements set forth above, the Vendor shall refund the entire price for the returned purchased products. Any duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to the Vendor. If you refuse the above delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products.
Please note that shipping costs, duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. For more information read the below Return Shipping section or visit Customer Care area.
Conditions for product exchange
In certain specific cases, duly specified in the Returned Goods Form, you are allowed to replace purchased products with other products, instead of being refunded the relative price.
The request for an exchange is subject to the following conditions:
a. exchanges shall only be permitted with respect to certain products, such products shall be identified by the use of the word “REPLACEMENT” as indicated in the Return Form;
b. exchanges will only be permitted for a different size or color or the product you originally ordered. The available exchange options will be indicated in the Return Form;
c. you may request the exchange of one or more purchased products within and not later than twenty (20) days from their date of delivery, by filling in the Return Form and sending it via electronic means to the Provider within the aforementioned deadline. The products to be replaced must be handed over to the forwarder within twenty (20) days of their date of delivery;
d. you may only submit a single exchange request for each product purchased;
e. the products for which you request the exchange must be returned to the Provider in their original condition and packaging, they must not have been used, worn, washed or damaged, and they must still have their identification tag attached with the disposable seal;
f. the products to be exchanged that belong to a single order must be returned to the Provider in a single shipment. The Provider reserves the right to refuse products of the same order that are shipped for exchange separately.
If all the above conditions are properly satisfied, once you have filled out and transmitted the Return Form containing your request for an exchange, the Provider will process said request by sending you a relevant confirmation email.
You can ship your returns to the Vendor with a shipping service of your choice and the return shipping will be at your own expense. You may choose the modality of return consulting the below “Couriers and expenses” section. Please verify that you have accurately completed and included with your package all the necessary documentation for Customs clearance. Please make sure to print and fill out 5 copies of the Returns Proforma Invoice that came with your parcel. Without all the copies the package will be rejected at Customs and will be returned to you.
Customs authorities require that all such documentation be written in English so that it can be used both by the authorities of the country you are shipping from (for export) and the Honk Kong authorities (for import). We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. The Vendor cannot be held responsible for parcels that are detained at Customs because of lacking or insufficient documentation.
The Vendor therefore highly recommends that you choose a shipping service that permits you to trace it at any time.
Couriers and expenses for the Return Shipping:
- for Australia the return shipping is free if you use the pre-addressed UPS label included in your order
- for Hong Kong the return shipping is free if you use SF Express
- for India, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand, Macao, South Korea the return shipping is free if you use UPS driver. The Vendor will automatically deduct a Return Fee of US$15,00 from the refund (₩18,000 for South Korea).
- for Vietnam, Indonesia, Brunei you may ship the return with a shipping service of your choice and the shipping expenses will be at your charge
Refund Times and ProceduresAfter the Vendor has received the returned products and checked that the products meet all requirements, you will receive an email that the returned products have been accepted. Whatever the form of payment you used (Credit/Debit Card, PayPal where available), the refund procedure will start within 30 days of when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has checked that the return was carried out in compliance with the above conditions.
The time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
- purchase by Credit/Debit Card: refund time will depend on the credit card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
- payment by PayPal (if available): refunds will be credited to your PayPal account and will be visible immediately. The actual reimbursement to the credit/debit card associated with your PayPal account depends on the company that issued the card.
All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.