Return & Refund Policy
Fair and transparent policies for a smooth shopping experience
Order Cancellation and Refund
You may cancel your order at any time before it enters the fulfillment process. However, please note that the following types of orders are not eligible for cancellation:
- Pre-order, made-to-order, and custom-sized items that have already been confirmed with our brand partners (typically within 24 hours after your payment).
- Orders that have already been shipped.
- Orders that have arrived at our warehouse for over 15 days.
For all other orders, refunds are processed based on the current order status:
|
Order Status |
Refund Policy |
|---|---|
|
Payment received, but not yet purchased |
100% refund |
|
Purchased, but not yet arrived at our warehouse |
Refund minus $5 per item |
|
Arrived at our warehouse |
Refund minus $10 per item |
|
Lost package |
Free Resend or full refund |
Return and Exchange
Before Shipment
We accept requests for color/size/item exchange. A $5 USD handling fee per item applies. (Less than or equal to 15 days)
After Shipment
Wrong or Missing Items
If you received the wrong item, wrong size/color, or an incomplete order, please accept our sincere apologies. We will offer either:
- Full refund of the item cost (does not include shipping cost), or
- Free resend
Please email us within 48 hours of receiving the parcel, with high-quality video as evidence.
Return Due to Personal Reasons
You may return items within 7 days of delivery. For returns due to personal preference (style, fit), the following applies:
- Return shipping costs and any customs fees are the customer's responsibility
- Refund will be issued within 48 hours of receiving the returned parcel
- The following will be deducted: original shipping fee, customs fees incurred, and a $10 processing fee per item
Condition: Returned items must be unworn, unwashed, with original tags and packaging.
Color or Size Exchange
You may return an item and request an exchange. You are responsible for:
- International return shipping
- Any customs fees in our country
- The re-shipping fee for the new item
- A handling fee of $10 per item
Returns and exchanges are not accepted if requested more than 7 days after delivery.
Package & Item Damage
We take great care in inspecting every item before shipment. However, damage can occasionally occur during transit.
Package Damage
If you notice visible damage to the package upon delivery:
- Do not open it immediately
- Report it to the delivery driver or carrier right away and request an investigation
- Contact us with photos or video of the unopened package showing visible damage
Item Damage
Please contact our customer service within 48 hours of delivery with clear photos and/or video evidence.
Major Damage (Item Unwearable)
Options may include:
- A partial refund
- A replacement (subject to availability)
- Store credit
Minor Damage (Easily Repairable)
This includes issues like loose button, dust, small dirt, or slight glue separation. For these cases, we typically offer:
- Detailed repair guidance via video or instructions
- A partial refund (e.g., $3–$10 USD) to cover local repair costs
For minor damage, full refunds or free returns are not typically offered. If you still wish to return for minor damage, you will be responsible for all return shipping costs and customs duties.
Non-Refundable Situations
We cannot provide refunds under the following circumstances:
-
- Package returned due to refusal to pay customs duties or failure to respond to customs notifications.
- Package undelivered due to an address change after shipment.
- Package destroyed or lost due to natural disasters (partial compensation may be offered).
- Delivery failure due to incorrect address or phone number provided by you.
- Shipping delays during transit.
- Packages reported lost without supporting documents.
Lost Package Policy & Shipping Insurance
If your package is officially confirmed lost, you may choose between:
Free Resend (Recommended)
If the product is in stock, we will reorder and ship it to you free of charge. You also have the option to exchange it for another item of equal value.
Full Refund
If the product is out of stock or you prefer not to receive a reshipment, we will process a full refund for your order.
To choose a compensation option, please contact us via email.
EU Customers – Right of Withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
How to Withdraw
Initiate a withdrawal directly from your account order page, or contact us at [email protected]
Return Shipping & Duties
- You are responsible for the return shipping costs and any customs duties incurred
- Please return the item and provide the tracking number within 3 days of initiating your withdrawal
Restocking Fee
A restocking fee of 20% of the item's value will be deducted from your refund to cover handling and processing costs.
Refund Process
We will process your refund within 14 days of receiving the returned goods, using the same payment method you used for the original purchase. The restocking fee (20%) and any applicable customs duties will be deducted.
Exemptions – Custom-Made & Personalized Products
The right of withdrawal does not apply to products manufactured according to customer's individual specifications:
- Custom-sized garments made using measurements provided by the customer
- Products with customer-requested alterations or modifications
- Personalized products featuring names, custom text, images, or other customer-specific designs
Heed Help?
For any questions or assistance, please contact our customer service team.