Inspection Upon Receipt
Please inspect your items as soon as possible after delivery.
If there is a quality issue, any exchange request must be raised within 2 days of receipt.
Please return the item within 3 days so we can process it faster.
Late requests will not be processed.
Please keep the original store packaging bag and hangtags.
If the wrong item was sent, do not open the packaging.
If the hangtag has been removed, the request will not be handled.
Items must be brand new, unworn, untried-on, and unwashed.
(If there is any perfume/aroma scent or any sign of wear, even in the case of a quality issue, no exchange or refund can be arranged. The parcel will be returned via SF Express, and the customer must bear all shipping costs.)
For incorrect items, please return via SF Express and notify us of the tracking number after shipment.
Regular mail / post office shipments are not accepted.
Exchange Eligibility
Except for quality issues, no exchanges/refunds are available, and exchanges (if approved) are limited to the same style and same color only.
If the item is sold out or out of stock, a refund will be arranged. Otherwise, no refunds will be provided for sold items.
Please include the delivery note or order details when returning the parcel; otherwise we cannot process your request.
Returned items must be unused/unworn/unwashed, with all original tags and packaging intact, and must be in resellable condition.
(Please read “Non-Returnable / Non-Exchangeable Reasons” carefully.)
Exchange Process
If you need to request an exchange, you must email us within 2 days from the date you received the product.
Please include a note inside the parcel with:
Order number
Product name
Phone number
Return/receiving address
Otherwise, we may be unable to process the exchange, and the customer must bear the risk.
After the warehouse receives the returned item, we will check whether it meets the exchange policy. Once confirmed, we will arrange shipment as soon as possible.
If the item is sold out or out of stock, we will arrange a refund / store credit.
Exchanges are not supported for orders shipped outside Hong Kong.
Refund Process
If the item is sold out or out of stock, a refund will be arranged. In general, it takes 7–10 business days for the refund to be returned to your payment account.
(The actual posting time depends on the bank / Alipay processing cycle.)
If a sale/promotion item clearly states that PayMe is not accepted, but the customer still pays using PayMe, an additional 2–3% handling fee will be charged (PayMe fee to be borne by the customer).
Exchange Shipping Fees
If an exchange is required due to a verified quality issue, we will cover the exchange shipping cost for the defective item.
Otherwise, the customer is responsible for:
Shipping the item to our warehouse, and
Shipping from the warehouse to the customer’s designated address.
If the product has no issue / color is not incorrect, all shipping costs arising from after-sales requests will be borne by the customer.
Please ship via SF Express and provide the tracking number after shipment (regular mail/post office shipments are not accepted).
If you choose another courier company, you bear all shipping costs and the risk of loss.
Non-Returnable / Non-Exchangeable Reasons
Any discounted/clearance/sale items marked as non-returnable, and all gifts / add-on items / promotional add-on priced items
“All sale items are non-returnable and non-exchangeable under any circumstances.”
If you mind, please do not place an order for sale items.
We photograph every parcel before shipment for record-keeping, and the packing process is recorded by CCTV to ensure sale items are in good condition before dispatch.
Requests made more than 2 days after signing for the parcel, or hangtags have been removed
Minor issues such as slightly loose buttons, minor loose threads, thread ends, or slight snags
Color differences caused by screens (each device display varies)
All photos may have color differences. If you cannot accept this, please do not place an order.
Size variance within ±3 cm
Claiming the item is different from photos, or personal body/fit issues
Items that have been used/worn/washed, worn for an extended time, worn outside and then damaged/soiled/pilled, or showing creases/odors from use
Minor loose threads, stains under 0.6 cm, and small color spots are considered normal
Unavoidable odors from materials such as wool or denim
Pure white/light-colored garments may have slight color mixing and cannot be 100% flawless; if you mind, please do not order
Marker dots, unopened buttonholes (please cut open yourself), chalk lines not removed, unclear printed text, or pressing marks
Man-made damage (e.g., tearing during try-on), damage caused by not following care instructions, shrinkage/dye transfer/fading/deformation after washing, including any issues after washing
13.1 Any free gifts/free presents/trial gifts
These are within acceptable international inspection standards and are not considered defects.
13.2 Gifts and add-on items do not have after-sales service
If an add-on/gift was redeemed with the main product, it must be returned together if the main product is later returned/exchanged (where applicable).
Shoes: minor stains are not covered (shoes are for wearing; unless defects are serious enough to prevent wearing, minor stains are not within return scope)
Handmade shoes may have slight variations due to the production process
Glue overflow/adhesive marks between the shoe upper and sole
“All sale items are non-returnable and non-exchangeable under any circumstances.”
If you mind, please do not place an order for sale items.
We photograph every parcel before shipment and keep CCTV packing records to ensure items are intact before dispatch.
Situations Where We Cannot Assist With Returns/Exchanges
We cannot process returns/exchanges in the following situations:
Not meeting the “Exchange Eligibility” requirements
Improper usage, including but not limited to contact with excessive moisture, chemicals, gasoline, paint, detergents, solvents, cooking oil, overheating, etc.
Items not in brand new condition (including perfume/aroma smells or any signs of wear)
Damage caused by external hard objects scratching or internal wear leading to loose threads/cracks
Damage due to exceeding product lifespan
Damage due to improper washing/care
Fading caused by display/usage conditions
Final Clause
The company reserves the right to amend, suspend, or terminate these terms and conditions at any time without prior notice.
In the event of any dispute, the company reserves the right of final decision.
