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1. Return Terms
Return Period: You have 14 calendar days from the date you received the product to return it. We will not accept returns after this period unless there is a quality issue with the product or we have specifically stated otherwise.
Product Condition: Returned products must be unused and in the same condition as when you received them, including but not limited to the product itself being free of damage or wear, with all accessories, labels, and gifts still intact, and the original packaging intact and unopened. (If the packaging has been opened but does not affect the resale of the product, we may accept the return after evaluation.) We reserve the right to refuse returns for used, damaged, missing accessories, or incomplete packaging, or to deduct a fee to compensate for the loss in value of the product.
2. Exchange Terms
Exchange Period: The same as the return period, 14 calendar days from the date you received the product, you may request an exchange for a product that has a quality issue or was sent the wrong item. Product Issue Definition: Quality issues include, but are not limited to, defects in workmanship (such as broken stitching, damaged zippers, or fabric damage) and malfunctions (such as malfunctioning locks or loose wheels). Wrong product delivery refers to the delivery of a product that does not match the style, color, or size specified in your order. Exchanges are generally not accepted for reasons other than quality issues or wrong product delivery (e.g., you personally dislike the product or have changed your mind). However, you may return the product if you meet the return requirements and place a new order.
3. Return Process
Submit a return request: Within the return period, please find the order in the "My Orders" section of this website, click the "Request Return" button, and follow the prompts to fill in the reason for return, product information, and upload photos demonstrating the product's condition (if necessary). If the system is inconvenient to use, you can also send an email to [email protected] with the subject line "Return Request - (your order number)" and a detailed description of the reason for return, your name, contact information, order number, and details of the returned product.
Review and Confirmation: After receiving your return request, we will review it within 1-3 business days. If the request is complete and eligible for return, we will email you a Return Material Authorization (RMA) number, along with detailed return address and shipping instructions. If there are any issues with your request or the item doesn't meet the return criteria, we will also email you the specific reasons and solutions.
Product Return: Within 7 calendar days of receiving the RMA, please properly package the item (we recommend using the original packaging and adding appropriate protective measures to prevent damage during shipping), attach a label with the RMA number, and ship the item back to our designated return address using an appropriate shipping method. Return shipping costs are your responsibility unless the reason for the return is our fault (e.g., incorrect shipment or product quality issues). If your selected shipping service offers insurance, we recommend selecting an appropriate insurance policy based on the value of the item to mitigate shipping risks.
Inspection and Refund: Upon receipt of the returned item, we will inspect and confirm the item. If the product is eligible for return, we will refund the purchase price to your original payment method within 7-10 business days after inspection. Refund processing time may vary depending on the payment processor's processing speed. Generally, bank card refunds may take 3-7 business days to arrive, while third-party payment platforms (such as PayPal) may receive refunds immediately or within 1-3 business days. If the product does not meet the return criteria after inspection, we will contact you via email to explain the situation and ask for your opinion. You can choose to continue the return process after paying the applicable fee, or have the product shipped back to you at your expense.
4. Exchange Process
Submitting an Exchange Request: Similar to the return process, you can click "Request Exchange" in the "My Orders" section or send an email to [email protected] (Subject: "Exchange Request - (your order number)") detailing the reason for the exchange (e.g., quality issue, wrong item), the style/color/size of the item you wish to exchange, and your name, contact information, and order number. For exchanges due to quality issues, you must provide photos or videos demonstrating the product's defect.
Review and Confirmation: We will review your exchange request within 1-3 business days. If your request is eligible for exchange and the item is in stock, we will send you an exchange confirmation email with an estimated shipping date and the item's tracking number for tracking. If your request is ineligible or out of stock, we will promptly communicate with you regarding a solution, such as offering a similar item or processing a return or refund.
Product Return and Replacement Shipment: If you are exchanging an item due to quality issues or incorrect shipment, you must return the original item within 7 calendar days of receiving the exchange confirmation email, following the packaging instructions outlined in the return process. Once we receive and verify the returned item, we will promptly arrange for the replacement item to be shipped. The delivery time for the replacement item will follow our normal shipping times (generally 3-7 business days within the EU, subject to actual shipping information). If the exchange process is delayed due to personal reasons (such as failure to return the item promptly), the delivery time of the replacement item will be extended accordingly.
5. Refund Information
Refund Method: We will refund your original payment method. For example, if you paid by credit card, the refund will be credited to your credit card account; if you paid by PayPal, the refund will be credited to your PayPal account.
Refund Amount: Generally, the refund amount will be the actual purchase price of the item, excluding shipping charges (unless shipping charges are refunded due to our fault, such as incorrect shipment or product quality issues). Refund Time: As mentioned above, after we inspect the product and confirm that it meets the return requirements, we will initiate a refund within 7-10 business days. However, the exact time it takes for your funds to arrive in your account may be affected by the processing speed of your payment provider. If you have not received your refund within the expected timeframe, please first confirm that your payment account is correct and whether your payment provider is experiencing system maintenance. If the issue persists, please contact our customer service staff, who will assist you in tracking your refund status.
6. Notes
Retain Proof of Purchase: Please ensure you retain your receipt of purchase (such as order screenshots, payment history, invoice, etc.). This is crucial for your return or exchange request. During the return or exchange process, you may be required to provide relevant documentation to verify your order details and the reason for your return or exchange.
Logistics Risk: When returning your product, please use a reliable logistics provider and retain the shipping tracking number and relevant shipping receipts. If your product is lost, damaged, or delayed due to logistics issues, we will assist you in resolving the issue with the logistics company, but any resulting risks and losses may be borne by you. We recommend that you choose insurance for high-value items to protect your rights. Communication and Feedback: If you have any questions or require assistance during the return or exchange process, please feel free to contact us using the "Contact Us" section at the end of this Privacy Policy. Our customer service team will be happy to assist you, promptly responding to your inquiries and following up on your return or exchange request. If we need to verify your information during the return or exchange process, please cooperate with us to ensure a smooth return or exchange process.