REFUND POLICY
Order Issues
All inquiries need to be made within 7 business days after the delivery date.
Due to international shipping becoming increasingly difficult and expensive along with strict rules imposed by the customs, we will no longer accept returns, but we will provide compensation refunds on a case-by-case basis.
Due to our payment gateway's new policy that does not refund processing fees when we issue a refund back to the original payment method, refunds will be issued in the following two methods of your choice:
1. Store credit that can be redeemed as discount at checkout (customer's last name as coupon code)
2. Back to the original form of payment minus 3% (due to the processing fee)
We strongly recommend you plan your purchases carefully and check sizing with us before submitting your order. As required, first time customers must provide height and weight or other information that will help us to determine a suitable size for you.
We perform quality checks for all items before they are shipped, but if you happen to receive a defective item(s): holes, tears, or flaws that affect the function of the item, please contact us for a resolution.
Please note that quality standard is subjective and varies from person to person. For example, if a clothing's fabric is thin, it does not necessarily mean it is poor quality, as it was the original intention of the design and the seasonal preference of certain people. If you firmly believe that the item you received is poor quality, please first provide detailed photos and explanation so that we can assist you. We won't be able to provide any assistance if photos are not provided.
Depending on the nature of the defect, we will provide a partial refund up to 30% of the items value (the value is the amount paid taking in account of any discounts used).
For wrong item(s) received, a compensation/resolution will be provided on a case-by-case basis.
For wrong size(s) received, we will provide a partial refund of 30% of the items value or reship the items upon request.
For customers who have encountered any of the issues listed above, you will automatically receive a onetime 10% off courtesy discount. Please note that store credit and discount cannot be used together.
All sale items are final sale, no refunds will be provided.
We are not responsible for any duty/import/taxes/customs/etc charges you may incur.
We do not refund for lost, unclaimed or undeliverable packages. Please note that if a package is undeliverable or unclaimed, it will be automatically destroyed due to the international regulations.
It is the customer’s responsibility to keep an eye on the tracking information and follow up with the courier (DHL Express) if any shipping or delivery issues that occur.
Order/Item Cancellation
Orders cannot be changed or cancelled after 30 minutes of it being placed. We will NOT accomodate any cancellation requests due to styling preferences or any other reasons. What you order is what we will process. We will only accomodate refund requests for out of stock items. To avoid out of stock issues, please click HERE for more details.
We will also NOT accomodate any cancellation/refund requests if the order does not get delivered on time for any special occasions including holidays. When the order has been shipped out already, the order cannot be cancelled. During the pandemic, many orders get shipped out firsthand but are stuck at courier warehouses due to limited cargo flights which causes unexpected delays. Please note that we are NOT responsible for the delays and will not grant any cancellation requests due to the delay. Expect a delay of unexpected length (short or long) before you submit your purchase.
Missing Items, Seized Package or Lost Shipment
Although very rare, if the customer is truly missing items in his/her order, he/she needs to provide photo(s) of the package, invoice, and the contents they have received. The items are most likely confiscated by the customs during security check.
If the shipment gets seized by customs (again, very rare occurence), notified via DHL, do not provide any information and contact us immediately for assistance. We will attempt to have the package released, but if it fails, please see below for more details.
If the shipment's tracking number has not updated for a very long time e.g. 45 - 60 days, then we would assume that it is lost in transit. At this point, we would encourage the customer to wait a little longer as it may just update anytime soon. Please note: We are only responsible for packages lost during international transit, if the package has reached the destination country and is in transit, the customer is responsible for contacting the appropriate courier company if the package is lost. If the customer insists on receiving a compensation, please see below for more details.
We can provide compensation in 2 ways:
1. Re-ship the items free of charge, customer pays for shipping. We can also send the missing/seized items in your next order.
2. Refund 50% of the missing items' total value; provide 10% courtesy discount the next order.
We make sure all orders gets shipped out as quick and secure as possible; however, the customer needs to acknowledge the risks that comes with international shipping, especially with the small probability of custom seizures and shipment getting lost during transit.
If the customer eventually receives the order that was determined to be lost in transit, to be fair and courteous, we would require the customer to pay back the refunded amount at a discounted price in order to place further orders with us.
We sincerely hope that these situations do not occur, but If they do occur, we will compensate the loss but the customer also needs to cooperate and understand the nature of the situation.
We reserve the right to deny any requests for refund if we feel the customer is abusing the policy.