Instructions for returns and exchanges
If you have any questions about your purchase, please consult customer service first without paying. Payment constitutes agreement to the stated return and exchange policy.
Only refunds of eShop shopping credits are provided and there is no exchange service.
Products ordered online can only be processed by express delivery, and there are no returns or exchanges in stores.
All return applications must be applied and processed within seven days from receipt of the goods. Overdue returns will not be accepted.
The refunded shopping credit must be used within 60 days.
If the order is not in compliance with the original offer or discount due to the return, the purchase price will be refunded after deducting the difference (combined products will be calculated based on the original price).
Except for quality issues, all return express fees and return, re-delivery duties and other taxes must be fully borne by the customer.
Reduced and special offer items are non-refundable.
Only one return application is accepted for each item.
We do not accept Hong Kong Post surface mail, registered mail or delivery methods without any collection and delivery records for returns.
The shipping costs and risk of loss of returned merchandise must be borne by the customer.
1. Please log in to your account → Order → Inquiry → Seller and Customer Order Communication, send a message to contact customer service, and indicate the order number and description of the product condition.2. If the customer sends the returned goods pay on collect, the shipping fee will be directly deducted from the return purchase fee/refunded cash without further notice.3. After the customer service receives and checks that the goods are correct, the store purchase money will be refunded to the eShop account for further shopping. Customers can check it in the member center after receiving the email notification.4. If the return instructions are not met/accessories are missing/the product does not meet the exchange conditions, it will not be processed and the returned goods will be sent back directly with SF Express freight collect without further notice.5. Any costs and risks incurred will be borne by the guest.
Returns will not be accepted under any of the following circumstances. We apologize for any inconvenience:
The delivery period exceeds seven days.
Returned goods are not brand new and have lost their complete packaging: the goods have incomplete accessories, are damaged/stained, have been in water, have no tags, are not well packaged, and have additional smells such as perfume/cigarettes/body odor/laundry detergent.
Intimate clothing and accessories cannot be returned or exchanged due to hygiene considerations.
For combination or discounted products, if the number of items in the discounted combination is not reached after the return, the retained products will be restored to their original price and will be deducted from the returned shopping money. However, the retained products cannot be returned.
If the return does not meet the current threshold for full discounts and full gifts, the discounts and gifts must also be returned together with the returned goods.