It is necessary to complete the Return Form available on the website in the Client Service area, so that we might provide you with a Return Number.
In some specific cases, duly explained in the Returns Policy, it is possible to exchange purchased items.
Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
- the online Return Form must be correctly completed and submitted to the Vendor within thirty (30) days from the date of your receipt thereof;
- the products have not been used, worn, washed, modified or damaged;
- the identification tag is still attached to the products with the disposable seal;
- the products must be returned in their original packaging;
- the products must be returned within thirty (30) days from the date the package was delivered to you.
Please note that shipping costs, duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. For more information read the below Return Shipping section or visit Client Service area.
You can ship your returns to the Vendor with a shipping service of your choice and the return shipping will be at your own expense. You may choose the modality of return consulting the below “Couriers and expenses” section. Please verify that you have accurately completed and included with your parcel all the necessary documentation for customs clearance. Please make sure to print and fill out 5 copies of the Returns Proforma Invoice that came with your parcel. Without all the copies the package will be rejected at Customs and will be returned to you.
All such documentation should be in English so it can be used both by the authorities of the country you are shipping from (for export) and by the Hong Kong authorities (for import). We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. The Vendor cannot be held responsible for parcels that are detained at customs because of lacking or insufficient documentation. The Vendor highly recommends that you choose a shipping service that permits you to trace the delivery at any time.
Couriers and expenses for the Return Shipping:
- for Australia, India, Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand, Macao, South Korea the return shipping is free if you use UPS driver;
- for Vietnam, Indonesia, Brunei you may ship the return with a shipping service of your choice and the shipping expenses will be at your charge;
- for Hong Kong the return shipping is free if you use SF Express.
Refund Times and Procedures
After the Vendor has received the returned products, the Vendor will check the conformity of the products with the conditions indicated above. When the Vendor is able to confirm that such conditions have been met, the Vendor will send you an email confirming that the returned products have been accepted.
The refund procedure will be started by the Vendor within thirty (30) days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has ascertained that the return has been carried out in compliance with the above conditions and the returned products have been accepted.
The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used. In the case of purchase by credit or debit card, the refund time will depend on the card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss. In the case of gifts, the refund of the sums paid for purchases will be made to the individual who made the payment.
Conditions for the exchange of products
In certain circumstances detailed below, you shall be entitled to exchange your product for a different size or colour of the same model. Exchanges are subject to product availability at our warehouse. You can request an exchange using the online Return and Exchange Form on the website, which allows you to exchange your purchased products using the options available.
The request for an exchange of the product is subject to the following conditions:
a. product exchange shall only apply to purchased products for which this possibility is expressly specified on the online Return and Exchange Form on our website by means of the word "EXCHANGE” being available";
b. you may only request the replacement of one or more purchased products with products of the same model, but in a different size and/or colour. The available replacement options will be indicated in the online Return and Exchange Form;
c. you may request to exchange one or more purchased products within and not later than 14 (fourteen) days of the day you receive the products, by filling in the Return and Exchange Form within the aforementioned deadline. The products to be replaced should be returned within 14 (fourteen) days of the day you received them.;
d. you may only submit a single replacement request for each product purchased;
e. the products for which you request the replacement must be returned to us in their original packaging, they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
f. the products to be exchanged that are part of a single order must be returned to us in a single shipment. We reserve the right to refuse products of the same order that are shipped for replacement in different stages.
If all the above conditions are correctly fulfilled, once you have filled in and transmitted the Return and Exchange Form containing you request for goods replacement, we will process said request by sending you a relevant confirmation email.
Deadlines and procedure for obtaining products exchange
After receiving the products to be exchange, we will inspect the products to check that all the above requirements have been fulfilled, we will then verify the actual availability of the replacement products in our warehouses to ensure that the size and/or colour you have selected are available.
If the selected replacement products are not available in the warehouse, we will not be able to accept your request for an exchange and will refund you the original price of the products originally purchased in accordance with the procedures specified in Sections 1 and 2 herein.
If the selected products are available in the warehouse, we will accept your request for an exchange and will send you an email confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days of the date from which we were made aware of your request for exchange The costs for shipping the replacement products shall be borne by us.
When exchanging a product, if the price of the purchased product is lower or higher than the chosen replacement product, you will not be required to pay the relative price difference. However, if you choose to return the exchanged product in accordance with your legal rights within seven (7) working days of the day you received the product, you will receive a full refund for the price paid for the original purchased product.
You will be contacted by us if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can have the original products shipped back at your expense or we will issue a refund in accordance with the procedures set out in Sections 1 and 2.
The exchange products are subject to a subsequent product return procedure, in accordance to Sections 1 and 2 herein.
All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.