Return and Cancellation Policy
General or Damaged Returns
Damaged Item Returns:
If any item arrives damaged in any way, please Contact Us immediately by submitting an email or calling our office at 604.873.6377 during business hours. We will do our best to replace the item at no extra cost to you.
Eligibility for General Returns:
Otherwise, the following rules apply for eligibility for a General item return:
- All returns are subject to review by our customer service team to determine eligibility of the return.
- We generally accept all returns made within 14 days of delivery.
- Greater than 14 days, may incur a restocking fee (deducted from refund amount).
- All returned items must be received in new condition: unused, unworn, unwashed.
- Any items returned with obvious use, makeup, deodorant, perfume, or similar product stains may be subject to refusal.
- We only accept returned items with the package return address that matches ship-to address on the original order.
- All return requests must be submitted via our Request Form and it must include the original order number.
- We do not accept packages returned using C.O.D. service.
Once your Return Request is approved, we will send you the appropriate return address and a return order number via our Notification email. You will then be responsible for returning the item(s) back to our warehouse:
- You are responsible for all return shipping charges.
- Pack the items you want to return, and ship them back by any shipping company available, like Fedex, DHL, UPS, or your local postal service (we recommend this as it is usually the least expensive).
- Respond to your Notification email with the package tracking number, shipping company, and date sent. We will use this information to track your return.
- You can also track the package online, then you will know when the package delivered to us.
- Once we have received the returned item(s), our customer service will apply the refund within 5 business days.
- If you paid via Stripe, it usually takes 7 – 10 business days for the refund to appear on credit card statement,
- If you paid via PayPal, it usually takes 1 – 3 business days for the refund to appear back in your account.
You can cancel you order within 48 hours of your purchase. However, you must submit an Request Form to request your order is to be cancelled. Your ticket must also include your order number. We will then cancel your order and process a full refund.
If you wish to cancel your order after 48 hours of purchase, and your order has not yet been shipped, we may need to charge a nominal 10% restocking fee (deducted from the eligible refund amount).
If your order has been shipped, we do not accept any cancellation requests. If you do not want the item, you can follow the Return policy above.
Return and Cancellation FAQs
How to exchange the order?
You can make a new order first, and when we get the return, we will apply a full refund of the items you returned.
Can I have a full refund for the return?
We will offer full refund of the items you returned. Please note that the customer is responsible for the return shipping fee.
How long will it take to get my refund?
- The refund will be issued within 7 business days upon the receipt by our warehouse and verified the conditions of the items.
- It normally takes one business day for the refund to appear on your account.
What if my package was refused or was undelivered?
- Want to reship a refused or undelivered package? No problem. We offer free resend as soon as the previous order returned or proof of non-delivery.
- Whether you are willing to get a resend or refund, please submit an Request Form, we will reply in 2 business day.
- Return shipping charges are non-refundable.
- Returns should be made through your local post office.
- For the returns, No signature required! Please do not add signature service otherwise we are highly likely not to receive it and this will delay your refund progress.
- Please also do not mail any envelopes to the return address for inquiry. The best way to communicate and solve your problem is through our ticket system, or calling our office at 604.873.6377 during business hours.