Support, made clear
Shipping, Returns & After-Sales Care
Straightforward steps for delivery questions, changes of mind, exchanges, faults and everything after your order arrives.
Last updated: 2026年8月10日
01 · At a glance
A fair process, from delivery to resolution.
Nothing here limits mandatory consumer rights.
If the law where you live gives you stronger or longer rights, those rights apply.
02 · Delivery
Delivery estimates and tracking
Available services, live prices and estimated dates are calculated for the delivery address at checkout. An estimate is not a guaranteed arrival date unless the checkout expressly says it is guaranteed.
Processing
The order status in your account shows whether payment is pending, the order is being prepared, or it has been dispatched. Made-to-order or personalised items must show their longer lead time on the product page.
Tracking
When a connected carrier supplies tracking, we send it by email and add it to your account. Tracking can take time to update after a label is created.
Delay
If we cannot dispatch within the promised period, we will explain the delay and offer the choices required by applicable law, which may include accepting a revised date or cancelling for a refund.
Address changes
Contact us immediately. We can change an address only before fulfillment locks the order; after dispatch, any carrier redirection depends on the carrier and is not guaranteed.
The parcel is marked delivered but is missing
Check the delivery location, household members and carrier notice, then contact us promptly with your order number. We will open a carrier investigation and explain the next step. This does not remove any remedy available under applicable law.
International duties and import charges
Checkout and the delivery policy must state whether duties are included. Where they are not included, the destination authority or carrier may collect them. Refusing an import charge may cause return costs or deductions only where clearly disclosed and legally permitted.
03 · Returns
Change-of-mind returns
Request a return within 30 days after delivery, unless your local law gives you a different statutory withdrawal period. Wait for return instructions before shipping; the returns address may differ from the parcel origin.
Return-ready condition
- Unworn except for a careful fit check.
- Unwashed, uncut, uncoloured and not heat-styled.
- Free from fragrance, smoke, makeup, adhesive and styling-product residue.
- Tags, accessories and protective packaging included.
Items that may be excluded
- Clearly personalised or made-to-order goods where local law permits exclusion.
- Items whose hygiene seal was opened, but only when sold sealed, clearly disclosed and local law permits.
- Final-sale items only where the restriction was shown before purchase and is lawful.
- Gift cards or digital items where applicable law permits exclusion.
A hygiene exclusion never cancels rights for an item that is faulty, damaged, misdescribed or otherwise protected by law.
- 01
Start the request
Use your account or contact support with the order number, item and reason.
- 02
Receive instructions
We confirm eligibility, the correct return address and any label options.
- 03
Pack and send
Use protective packaging and keep the receipt or tracking until resolution.
- 04
Inspection and outcome
We inspect the returned item and email the refund, exchange or evidence-based decision.
For a change of mind, return postage is normally paid by the customer unless we offer otherwise or local law requires us to pay it. For our error or a qualifying fault, we provide the remedy and return-cost treatment required by law.
04 · Exchanges
A different color, length or fit
Eligible items can be requested for exchange within the return window. Exchanges depend on stock and the replacement price. If direct exchange is unavailable, we may refund the return and invite you to place a new order.
Price differences
If the replacement costs more, the difference must be paid through a secure store checkout. If it costs less, the difference is returned according to the refund rules.
Promotions and gifts
A replacement keeps the original order value rather than a later promotion unless the promotion terms say otherwise. Any gift tied to a returned order must also be returned or handled as described in the disclosed promotion terms.
05 · Product issue
Damaged, incorrect or faulty items
Contact us as soon as reasonably possible with the order number and a clear description. Photos or video can help us understand the issue, but we will not use an unreasonable evidence request to block a valid legal remedy.
Wrong or incomplete order
Tell us which item is missing or incorrect. Keep the packaging while we verify fulfillment and arrange the appropriate correction.
Arrived damaged
Photograph the item and parcel if practical and safe. We may need the packaging for a carrier claim, but your remedy is handled according to applicable consumer law.
Possible manufacturing fault
Stop using the item where continued use could worsen the issue. Tell us when it started, the care used and the affected area so we can assess repair, replacement, refund or another legal remedy.
Normal wear or care damage
Normal wear, accidental damage and damage caused by care or styling outside product instructions are not manufacturing faults. We still offer practical care guidance where possible.
06 · Refunds
How approved refunds work
- Inspection
- We aim to inspect a received return within 3–5 business days and email the outcome. Peak periods can take longer.
- Payment method
- Refunds go to the original payment method. Provider and bank posting times are outside our control.
- Delivery charges
- Original standard delivery is refunded where required. Premium delivery upgrades, import charges and return postage are handled according to the reason, disclosure and applicable law.
- Deductions
- Any lawful deduction for diminished value or missing components is explained with the inspection result; we do not apply undisclosed restocking fees.
07 · After-sales care
One request, a visible path to resolution
Send one complete request with the order number, product, issue, preferred outcome and useful evidence. Our target is to acknowledge it within two business days, give a case reference, and keep updates in the same conversation.
Customer care
Email customer careWe can help with fit, care, delivery, returns and product issues.
What to include in a request
Order number, contact email, item name, selected options, a concise description, when the issue appeared, and photos or video if they are relevant and safe to provide. Never email payment-card details or passwords.
If you disagree with the outcome
Reply to the case with the part you dispute and any additional information. We will arrange a second review. You may also use any complaint, payment-provider or dispute-resolution rights available where you live.
08 · Your rights
Statutory rights come first.
This store policy adds a practical process; it does not replace rights for goods that are not as described, not of satisfactory quality, not fit for purpose, unsafe, damaged or delivered late where applicable law gives you a remedy.
Different countries apply different cancellation periods, legal guarantees, proof rules and refund deadlines. Where a term on this page conflicts with mandatory law, the mandatory law applies.