We will make a Refund, Resend, or Accept the Return for any of the following cases:
1. Orders Delayed.
When orders are lack tracking information, in transit, pending, expired after 60 days counting from the date that order departed from our warehouse. Following countries and shipping methods are different:
- For Brazil, it is after 110 days counting from the date that order departed from our warehouse due to the strict customs clearance in Brazil.
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for customers to contact the local post office or go to the post office for delivery. In cases like this due to local postal service responsibility, we are not able to make a refund.
2. Orders not Received.
We will not refund or resend the order if the tracking information shows the order has been delivered.
If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
If the tracking information shows Alert, these may be one of the reasons:
- Incorrect/insufficient Address.
- No Such Number.
- Unknown recipient.
- Do not pick up in time.
- No safe delivery location.
- Uncleared customs.
The local postal service will deliver 1-3 times according to the situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you will need to pick up the package by yourself. Otherwise, the product will be returned to the sender, the postal service from the origin. During the return, we will not take responsibility if products get lost.
3. Products Damaged.
We will offer a full refund or a replacement if the products arrived are badly damaged.
For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
For ordinary products, you will have to open a dispute within 3 days after the packages are delivered.
4. Incorrect or Missing Products.
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
For incorrect products, we offer a full refund or replacement.
For products with the wrong color, size which doesn’t affect product function, etc., we offer a partial refund.
For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing that affect product function, we will resend the product only.
5. Orders Cancellation
We are unable to cancel and refund an order once it has shipped out.
Once your order is shipped, there is no way to change the size, color, type, etc. so this will not be a reason for cancel/refund.
If you need help choosing the right product, you can contact us.
We do not take responsibility for any product damaged or shipping delay caused by third parties, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, we will let you know by email.
For more information check our shipping policy.
Exceptions / non-returnable items
Certain types of items cannot be returned. We do not accept returns for hair accessories due to hygiene policies. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
We will not accept any unreasonable disputes, including but not limited to:
- You end up not liking the product.
- The product description is not real.
- Products smell unusual.
- You ordered the wrong items or colors.
- The shipping address was provided incorrectly.
- Product difference was negotiated in advance.
- Tracking information deleted by logistics companies or local post offices.
If you wish to see the main information about our shipping policy and more frequently asked questions, please visit our FAQ page.
If you have any questions or comments, please don't hesitate to contact us at firstname.lastname@example.org or click here.