If you have an issue with your order, please reach out to our Customer Support team via email address firstname.lastname@example.org to start a request. For additional info on our return, and refund policies see below!
- Our policy lasts 24 – 48 hours. If the time frame has gone by since your purchase shipped, unfortunately, we can’t offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- In case of requests for order refund/ return/ reship, we reserve the right to accept or reject requests if it doesn’t have a proper reason. Please notice, no refunds will be paid if the mistakes do not belong to us. In other words, we will not take action for any items that are not in their original condition, are damaged, or missing parts for reasons, not due to our error.
2. ITEMS RETURNED TO SENDER
Parcels tagged as the incorrect addresses will not be delivered and will be returned to the warehouse. Therefore, please double-check your contact information carefully when you fill out our system.
- All parcels with incorrect/incomplete address will automatically return to the sender after it has reached the destination country’s local post office
- In some cases, the local post or courier will keep the parcel within 30 days, therefore, we highly advise you to contact the local couriers for necessary corrections in your address.
If you figure out you put the wrong/ incomplete address and it directly caused the delivery to fail, kindly mail to us as well as let us know what happened. In case you would like us to replace your parcel, please give us the correct shipping address, you also must be charged with the re-shipping cost. Please note, we will not take responsibility or process a free reshipment/ full refund on your returned order. The re-shipping cost will depend on the total amount spent on your package without the original shipping cost:
- If you spent under $75: pay $10.00
- If you spent $75 or more: pay $20.00
We do not take any responsibility in the following cases:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address, not being at home to receive the delivery, and not picking up the packages as requested).
- Your order did not arrive due to exceptional circumstances outside the control of Our Store (i.e. not being cleared by your country’s customs, being delayed by a natural disaster, showing “delivered” in the tracking system, having been shipped into your mailbox but gotten lost).
- If 3 days have gone by since you get your items.
3. REFUNDS (If applicable)
- We require a receipt or proof of purchase.
- Once your request is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- We will only refund the purchase price, not the shipping cost.
- If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
4. EXCHANGE (If applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with proof attached that includes the real picture of the item shipped with the QR code and the shipping label at contact firstname.lastname@example.org
We do not offer exchanges/returns for size unless it is our fault for sending the wrong-size items. For other reasons like sewing or printing problems, we will take care of them all for you. Please contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so.
Depending on where you live, the time it may take for your exchanged product to reach you.
Q: What is the procedure for canceling an order?
Every day from 18h00 PM – 8h00 AM (UTC-8), all orders that were placed during the day will be closed. As a result, only requests for order cancellation submitted within the time range of making the order on the site will be acceptable and approved. Furthermore, please be aware that there may be times when we are unable to accept orders and must cancel them. If you need to cancel an order, please contact our customer service team by writing to email@example.com, please do not reach out to us by phone.
Q: How do I modify the information on my order?
All the orders that were created during the day, will be closed the deal at 18h00 PM – 8h00 AM (UTC-8) every day. Therefore, we do not accept any requests that are not sent within the time frame.
If you have made a mistake and chose the wrong address to be delivered. Not to worry, you can change your address within the first 24 – 48 hours.
If you’d want to change something about your order, such as the size, color, product type, or any details, make sure you send your request before the time frame.