Return Method
Q: Can I exchange my purchase if it is damaged?
A: Yes. Please contact customer service within 7 days (including weekends and public holidays) to request a replacement and provide relevant proof. Requests made after this period will not be accepted.
Q: Do I need to provide photos or videos to verify return conditions?
A: Yes, customer service may ask for photos and/or videos to verify compliance with return or exchange conditions.
Q: Under what conditions can I return or exchange the goods?
A: We only accept returns for the following reasons: damaged or defective goods.
Q: In what cases are returns and exchanges not accepted?
A: Returns or exchanges are not accepted under the following conditions:
The product is not in new condition, has had the tag cut off, or has been used.
The product has been cleaned with water or detergent.
The product has been artificially damaged, stained, has an odor, or is incomplete.
There is a color difference between the product and website photos.
Any freebies.
Goods that have been returned and exchanged once.
Change of mind about returning a product.
Goods redeemed with shopping money.
Q: What items are non-refundable?
A: Personal items (such as masks, PPE) and all consumables (such as alcohol hand rub) are non-refundable.
Q: Can I return gifts and exchange items from my order for cash or other products?
A: No. Gifts and exchanged items cannot be exchanged for cash or other products.
Q: Is there any color difference in product photos?
A: Yes, factors like shooting light, mobile phone or computer display may cause color differences in the photo. The product color is subject to the actual item.
Q: Is there any error in product size?
A: Yes, the product size is measured by hand and there may be a slight error of 2-3cm. The final size is subject to the actual item.
Q: If the same product I bought is sold out, how is the return handled?
A: You can exchange it for a product of the same or lower value of the original purchase, or pay the difference for a higher value product. If you switch to a lower value product, the balance is non-refundable.
Replacement Method
Q: How do I apply for a replacement?
A: Contact customer service within 7 days of receipt (including weekends and public holidays) to request a replacement and present the order or receipt.
Q: Who bears the freight during the return and exchange process?
A: All return and exchange charges are to be borne by the customer and are non-reimbursable.
Q: Can I return a product without an order or receipt?
A: No. Proof of order or receipt must be provided.
Q: What is the return and exchange processing time?
A: We will process the return within 14 working days (excluding weekends and public holidays) upon receipt of the returned item.
Q: How do I send a return?
A: All returns and exchanges will be sent by SF freight collect.
Q: Will unrequested and unconfirmed goods be processed?
A: No. Goods that do not meet the conditions of return and exchange will be sent back by SF freight collect. The cost and risk shall be borne by the customer.
Refund Method
Q: Can I cancel or refund my order?
A: No. Please read the terms and conditions carefully before placing your order. Cancellation or refund requests for personal reasons will not be accepted after the order is established.
Q: What happens to my refund if I am notified that my product is out of stock or discontinued?
A: You can choose to hold the money for your next purchase or request a refund. Refunds will be made within 14 working days (excluding weekends and public holidays). Customer refunds paid via Stripe/Paypal are subject to a surcharge of approximately HK $50. Customers who pay via Transfast or bank transfer will receive a full refund.
