Refund Policy

1 / Relation to the returns policy

1.1 Eligibility, deadlines, and exceptions for returns/exchanges are set out in the Returns Policy. This page covers refund amounts, payment paths, and timing.

1.2 You may request assistance for faulty or misdescribed goods, incorrect or missing items, or transit damage. For ordinary goods covered by EU or UK consumer withdrawal rights, you can generally notify us within 14 days of receipt that you wish to withdraw, without giving a reason, and return the goods within 14 days of that notice. Statutory exceptions may apply to genuinely personalised goods.

1.3 Making an item to order or by hand, or selecting a standard size or colour, does not by itself make it personalised. Sale or clearance pricing, or a no-returns statement on a product page, does not automatically remove statutory withdrawal rights or remedies for faulty goods.

2 / When you can request a refund

• (1) The return meets the Returns Policy (quality/wrong item/shipping damage, etc.) and the returned goods pass inspection;
• (2) The item has a quality issue, materially mismatches its description, or was sent incorrectly/incompletely;
• (3) The item was not received, or was severely damaged in transit and verified as unusable;
• (4) We cancel the order due to stock or delivery issues, or both parties agree to a refund only;
• (5) Other circumstances where law requires a refund.

3 / Cases usually not eligible

Return and refund requests are assessed against the purchase date, the condition of the goods and applicable consumer rights. The following circumstances may affect the refund amount but do not automatically remove statutory withdrawal rights or remedies for faulty goods:

Note: During an applicable statutory withdrawal period, you may return ordinary goods because you changed your mind or a standard size or colour is unsuitable. You pay direct return shipping costs for non-faulty goods only where permitted by law and disclosed before your order.

• (1) The agreed or statutory return window has expired and there is no quality or wrong-item issue;
• (2) Handling beyond what is necessary to establish the nature, characteristics and size of the goods may reduce their value. Normal inspection or trying on, or a missing tag, does not automatically remove statutory withdrawal rights;
• (3) Goods made to your personal measurements, exclusive design or other personalised requirements may fall within a statutory exception to withdrawal rights. The actual production method and local legal conditions must qualify; remedies for faulty goods remain available;
• (4) Sale or clearance pricing alone is not a reason to exclude statutory withdrawal rights. A specifically disclosed defect is assessed separately from any additional quality problem;
• (5) Items not sold by this store, missing accessories/gifts, or that cannot be matched to an order.

4 / How refunds work

4.1 Submit a request: open after-sales from Order Management or contact support, and upload photos or details as prompted.

4.2 Review: we usually complete review within 1–3 business days; if approved, we provide the return address and instructions.

4.3 Returning goods: Please use trackable shipping and keep the waybill; COD packages without prior consent may not be accepted.

4.4 Inspection and refund: after we receive and accept the return, we refund via the original payment path and notify you.

5 / Refund methods and timing

5.1 Refunds are generally returned to the original payment account used at checkout.

5.2 Where EU or UK statutory withdrawal rights apply, we refund within 14 days of receiving your withdrawal notice. Where legally permitted, we may withhold the refund until we receive the returned goods or proof of return, whichever is earlier. Your payment provider may require additional processing time. Other refunds follow the applicable legal deadline and agreed resolution.

5.3 Coupons, points, promotions, and gifts follow the order and campaign rules; used or damaged gifts may require a make-up payment or a deduction from the refund.

6 / Shipping costs

6.1 For quality issues, misdescription, wrong/missing items: we cover reasonable standard international return freight to our China warehouse (verified reimbursement or waiver); rush/insurance extras excluded.

6.2 For a full-order return under EU or UK statutory withdrawal rights, the refund includes the original standard delivery charge. The extra cost of an express or other upgraded service you selected need not be refunded. You pay direct return shipping costs only where disclosed before ordering and permitted by law. We do not arbitrarily deduct the original free-shipping discount.

6.3 Costs from wrong address, undeliverable receipt, unclaimed parcels, or clearance failure that lead to return/destruction/reshipment are borne by the buyer; incurred costs may be deducted from refunds.

6.4 Contact us if delivery is delayed or tracking has stopped updating. Orders not dispatched as promised or delivered within an applicable deadline will be handled under the relevant rules, including waiting, cancellation or a refund. Customs or carrier delays do not automatically exclude these rights.

7 / Special product notes

7.1 An exception to withdrawal rights for personalised goods applies only to actual personalisation that meets the legal conditions. Ordinary apparel, standard size options or handcrafting do not automatically qualify. No applicable exception removes remedies for defects, misdescription or other statutory claims.

7.2 For apparel, please check the size chart and care guide to reduce disputes from sizing or improper wear.

8 / Merchant and contact

8.1 Public operator information is as shown in the site footer and business license details; you may also contact us as follows.

Email:

Phone:

Address:

For refund help or status, submit a ticket via order details, Help Center, or Contact Us, and include the order number and issue description.