We guarantee that you will like what you buy but if you do not, for whatever reason, just return the product back to us for a refund as detailed in the refund policy below.
- Please contact us within 30 days of the date of purchase if you intend to return/exchange a product – list the items that you would like to return and the reason for the return.
- Shipping cost is non-refundable as it went into the initial shipment of the order.
- Items returned must be in their original/unused condition. Damaged or used goods will be discarded and rejected.
- Incomplete or damaged packaging will result in a 30% re-stocking fee.
- If you did not pay for shipping (eg, free shipping promotion), a fee will be deducted from the refund amount to cover the initial shipping charges.
- Customized products cannot be returned unless there was a manufacturing flaw as these products were made specially for you
This works out to an exchange effectively and the net cost to you will still be the same as a ‘traditional’ exchange because the shipping cost is not covered, like in any exchange.
The advantage to you is that the processing for your new items can begin as soon as you place the new order, without the need to wait for the return of your old package.
***NO RETURNS OR EXCHANGES ON FACE MASKS***
Defects are extremely rare due to the precision of the production process and the quality checks after, but if you believe that the product that you received is defective:
- Do not use the product. If the product was used, there will be no way to verify whether the flaw was a manufacturing defect or whether it was caused by improper handling of the product and we will not be able to proceed with the claim.
- Take clear (the flower icon on your camera) photos of the defect and send them to us.
There is no need to return the defective product to us if your photos can illustrate the defect clearly.
Production, packing and shipping mistakes very rarely happen but the occasional error does slip through at times.
If you believe that the product that you received is incorrect:
- Take a photo of the product that you received
- Contact us, attach the photo and tell us why it was not what you expected
There is no need to return the incorrect product.
We will send you an email when the warehouse receives and processes the return. Refunds are typically processed within 1 to 3 business days upon the receipt of the return package.
Return shipments can take between one to three weeks to get back to our warehouse depending on where the package was shipped from, but if you are certain that your return package was delivered and we have not sent you an email yet, please contact us with details about your return (the order number, when you shipped it and the tracking number of the return package, if any).