What is your returns policy?
Please note that certain products are not eligible for return. We make a strong effort to relay all return information on the product pages themselves. If for any reason you are not happy with a purchase of a returnable product, please contact us upon receiving the order. We will strive to make things right so you are satisfied. Please note that monogrammed, personalized, special-order items, and items damaged through normal wear and tear are not eligible for return. Items must be in new condition with tag and original packing slip for return. Items must be shipped back to our warehouse in 7 business days once the RMA approval has been processed. Please note: We do not provide a return label for refunds or exchange. The only time we will provide a return label is when we shipped a wrong item. If you have received a damaged item, please notify us within 2 days in order for an eligible exchange – Please note: We do not provide refunds on damaged items but only exchange. *Please note that Christmas related products such as decoration/ Christmas theme clothing and home items are non refundable (exchange only if arrived damaged) **NO refund on Clearance items. Exchange only if damaged upon arrival. Please notify us within 3 days upon delivery if exchange is needed. Customers must return the item back to our office at their own cost in order for us to process the replacement. ***Lost package (domestic US Only). If the package is lost in transit, we will reship another package. If the shipping status shows delivered on the courier website, we consider the package is shipped and delivered successfully and no reshipment will be processed. Sellers may request to file a claim but a case number along with the staff/agent name and number must be provided within 2 business days from the date of delivery (provided by the courier). We do not guarantee any claim outcome but with the evidence, we will do our best to file a claim on the lost package. We will also need a copy of a Photo ID of the recipient that shows he is the recipient at the shipping address. For security purposes, we may also require a 2nd piece of ID to verify the identity of the recipient in order for us to file a claim on the lost package. Clothing items: Please be aware that measurement may not be exactly shown on the listing as it may be slightly different due to the measuring method. We can process a return on buyers’ pay for return. *Claiming on a non-delivered item. As of Feb 2022, USPS /UPS no longer accept claims once their website indicates the package has been delivered. Customers may file a police report and use the report to file a claim with their home insurance. Please note international packages may take up to 60 days for delivery due to the delay on international logistics. If an international package is lost, the customer must file a local police report before we can file a claim on the lost shipment. International non delivery package: Due to high volume of international shipment fraud, to be eligible for a claim on lost packages, please provide a letter from your local post office that the package is indeed not traceable and lost. A local lost report file to the police station maybe required as we may need to submit it to claim insurance on the package. We will also require 2 pieces of photo ID of the recipient and the seller in order for us to file a claim of the lost shipment. We do not provide refunds for lost shipment on international packages. If we are able to file a claim, we will reship the package. Please note that it is the recipient responsibility to file and pay any duty to their local custom for the package. The processing time for a claim on international package may take up to 120 days from the day of submission. Please verify the shipping address before ordering. Thank you.
Do you offer free returns?
Unfortunately, we do not offer free returns. Any return costs will be at your own expense.
What if my product is faulty?
We are sorry to hear you have received a faulty product. Send our customer service team an email within 7 days of delivery at firstname.lastname@example.org with images of the faulty product. We will be in touch to resolve the issue.
How long does it take to process my return?
We aim to process your return as soon as possible, but on occasions
it may take up to 21 days for your refund to be processed after you have
returned your item(s) to us. If you have not been refunded after 30
days of returning the item(s), please contact us at email@example.com
with the proof of postage information from your return carrier receipt
and we will investigate this further.
How can I track the status of my return?
As soon as your return has been received by our warehouse team you
will receive an email notification. You will then also receive an email
from us to say your refund has been processed. Please note it can take
3-5 working days for the payment to show in your account, depending on
the card issuer.