We have a 30-day exchange policy, which means you have 30 days after receiving your item to request an exchange.
To be eligible for an exchange, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start an exchange, contact us at
[email protected]. If your request is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.
You can always contact us with any exchange question at
[email protected].
Return & delivery costs
Customers are responsible for all return and delivery costs. We do not cover or refund any shipping, postage, courier, or delivery charges for returning or exchanging an item, and we do not provide return shipping labels.
This applies to all orders worldwide, including items bought from our retail shops at PMQ and later returned from overseas. If you purchased in store while visiting Hong Kong and wish to exchange an item from abroad, any cost of shipping the item back to us, and any cost of sending the replacement to you, is payable by you. Any import duties, taxes or customs charges on returned or replacement parcels are also your responsibility.
We recommend using a tracked and insured service for anything sent back to us — we cannot be responsible for items lost in transit on their way to us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Where an item is faulty or incorrect through our error, we will of course arrange the exchange at no shipping cost to you.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.
Exchanges
All items are exchangeable in a brand new condition with payment receipt. After our inspection, you may exchange for any other items available in our shop. Every purchased product can only be exchanged once. Any difference in price and any delivery cost for the exchange is payable by you.
Refunds
Unfortunately, no refund is applicable after purchase. Please get in touch if you have questions or concerns about your specific item.
