Returns & Exchanges
Please take into consideration that we only accept qualifying returns but not exchanges.
Refunds are issued once the returned products clear our inspection.
1 Cancellation is available under these conditions :
- Return is requested within 24 hours of payment, and order is under “Pending” status.
(if your order is under “Preparing Shipment” status, please contact our C/S through email form. (Website - Contact)
- Order is delayed for more than 10 days since payment, and you have not received any notification regarding the delay.
(Order-made items can take up to 7 days to ship.)
- Ordered item is out of stock or unavailable.
2 Returns are accepted under these conditions :
- The product you receive is different from your order.
- The product is defective.
The following items are not considered defective:
- Our products are crafted by hand, and there may be small imperfections on the surface.
- White powdery substance may occur due to characteristics of natural waxes, it can be easily wiped clean with a soft dry cloth.[ Return Instructions ](1) Post a return request on our Return form within three days of receipt.
You are required to attach the photos of the received product(s) and include the item code, the order number, and the reason for the return.
(2) A customer service representative will be in contact to assist you by email.
(3) Items returned must be in their original condition, which includes tags and any packaging.
(4) Please include a note of your order number, name, and user ID.
- Returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff.
Returns that are shipped to us without any prior consent are not accepted.
- The item(s) must be sent in their original packaging and unused.
Even defective/incorrect item(s) must be returned with all of the tags and labels intact.
- Please include all contents of the original package and free gifts (if applicable) in your return packaging.
- Shipping fee for any return caused by our fault will be paid by the company.
However, if EMS’ cash on delivery is not possible then you can scan the return receipt and either mail it with the item to return or post an image of it on the form.
The shipping fee will be refunded once the returned item has arrived.
3 Returns are not accepted in the following conditions
- Returns due to change of mind.
- Products are damaged due to your mishandling.
- Return request is not approved by our staff.
4 Missing item from order
- Contact our C/S by email form within 1 day of delivery. (Website - Contact)
- Please keep all contents of the original package including packaging material (boxes, plastic bags etc.) with you until you are instructed otherwise.
- Please note that we may not be able to process the refund for your missing item if you lose or damage any packaging material.