1. Will I be refunded my original shipping fee paid of my purchase if I decided to make a return?
No, shipping fees of all order purchases are not refundable. We offer free shipping for orders that meet the threshold spending value, the threshold varies from each country.
2. What is your return policy?
You can return full-priced items within 30 days of purchase (excluding underwear & socks). All items that are discounted on our website are non-returnable, including items in our outlet page and marked down items. Full-priced items that have been purchased with a discount code are applicable for a refund for cash or store credit.
We do not charge return fees for refunds in store credits. We charge a small restocking fee for cash refunds - please refer to the Returns page for rates.
We ask you to return the item(s) with the original packing materials and please do not remove the sanitary sticker for hygiene reasons. Our returns team will inspect all returned goods to make sure the item(s) has not been worn, washed or damaged.
If an item is returned to us damaged or with visible signs of wear, we will not be able to process your refund and we may have to send it back to you (and ask you to cover the delivery cost).
3. Can I return underwear, swimwear, or lingerie?
Swimwear is no problem, but socks and underwear are non-refundable. Please note that we will only accept items that are unworn, unwashed, and otherwise unused with the original packing materials (i.e. original plastic wrapping, hangtag and hygiene sanitary sticker). This is for obvious hygiene reasons.
4. Can I return sale items?
All items that are discounted on our website are non-returnable, including marked down items and items in our outlet page. Full-priced items that have been purchased with a discount code are applicable for a refund for cash or store credit.
5. How long do I have to return an item?
We ask you to make sure the item(s) have not been worn, washed or damaged, and that you send them back in their original packaging within 30 days of purchase.
Here is a handy checklist to help you return your order:
Is the item within 30 days from the day you purchased it?
Is the item refundable/exchangeable (purchased at full price)?
Are the included tags intact and attached to the item?
Is the item still in a new condition, unwashed and unworn?
Have you completed the return form and filled in the RMA number?
Is the item packed neatly and securely, together with the return form ready to be returned?
6. How long does it take to process a return?
Returns typically take around 14 business days to be processed once it reaches our Hong Kong warehouse, and credit card refunds take up to 5-10 business days to appear on your statement.
7. What is the expiry date of store credit?
There is no expiry date. You can use it any time.
Please do note that you cannot apply store credits with a running promo code in the same order, or to purchase a gift card with your credits.
8. What do I do if I receive an item that is defective or not what I ordered?
We try our best to ensure our products are of a high quality, and that the correct items are in the box before they leave the warehouse. However, if you happen to receive a damaged, defective or incorrect item in your order, please send an email to firstname.lastname@example.org. Include the following information and we will let you know what happens next:
- Your order number
- What’s wrong? Let us know what the problem is
- Pictures of the item(s)
9. Can I combine different orders for return in one box?
Absolutely. We will only charge you ONCE for the return fee (if applicable). Please include both packing slips in the same box so that we know which orders you would like to return.
10. Why do I have to pay for return?
The fact is, that by charging a small fee for returns, we are able to keep our prices low. We would love to be able to offer free returns for everyone, everywhere, but that means we need to build in efficiencies to allow this to be cost effective while maintaining our commitment to a 2-3X markup. We think that it’s preferable to charge a small fee for returns and continue to offer the best quality essentials and the very best price.
1. How will I receive my refund?
You will be refunded via your original payment method.
2. How long before the charges/refunds appear on my statement?
It usually takes about 5-10 business days, depending on your bank.