Our refund and returns policy lasts 10 days. If 10 days have passed since your purchase, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as fresh food cannot be returned. We also do not accept products that are intimate or sanitary goods.
Additional non-returnable items:
Gift cards
Some personal care items
To complete your return, we require a receipt or proof of purchase.
Please deliver the return to our designated address(in Hong Kong). The shipping cost will be borne by you.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If the product has not been shipped yet and the refund is due to personal reasons of the customer, such as ordering errors, duplicate purchases, or orders from non-Hong Kong regions without confirming delivery with us, we will deduct a 4% handling fee. This is because the payment platform charges us a fee during the refund process. We apologize for any inconvenience caused.
If the order is canceled due to supplier stock shortages or handling errors, we will issue a full refund without deducting any handling fees.
If the product has been delivered to the customer and the return and refund are requested for personal reasons, the customer needs to send the product to our designated address at their own expense. We will deduct a 4% handling fee and packaging and shipping costs from the refund.
If the product has been delivered to the customer and there are quality issues or the product is expired, we will offer an exchange. We will arrange for the return and send a replacement product to the customer at no additional cost. If the customer ultimately chooses a refund, we will arrange to collect the product from the customer, cover the shipping costs, and issue a full refund without any handling fees.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If handling fees or shipping costs need to be deducted, they will be deducted first and then refunded to to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Some discounted products are not eligible for returns or refunds, which will be specified in the product details.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at {email} for questions related to refunds and returns.
