Complaint , Refund & Return
When you shop with us, we want you to be completely satisfied. If for any reason you are not satisfied with your order from us, you may make complaint about the goods or return it for a replacement. Before making complaint or returning your order, please take time to read our refund or return policy below. It is also recommended you call our Customer Support before returning an item, as they will be able to advise you based on your specific needs and situation.
Procedure of Making a complaint
You should report the problems in 3 days after receive the products and need fill out this form (download the complain form here).
We will process and reply your email in 24 hours.
After we reach an agreement about the refund, the refunded money can be issued to your paypal account in 48 hours or kept for your next order.
Refund rate (New Policy of Complaint & Refund within this December)
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Condition
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Refund rate
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A
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Send the wrong color or wrong size of the same style
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10% of the amount of that item
For example:
Expected white, actual grey. Expected M size, actual S size.
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B
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Wrong description of sizes.
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10% of the amount of that item.
1) Regarding little measurement error can't be avoided, size difference of more than 3cm will be considered as wrong description
2) complaint for items, which are ordered after we change the wrong description will not be accepted as "Wrong description of sizes" compaint
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C
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Send the wrong item
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Usually we will refund 20% of the amount of the expected item.
If the actual price is 20% more than the expected item, we will give up the differnence and don’t give extra refund.
If the actual price is 20% less than the expected item, we will refund the difference plus the 20% of price of the expected item.
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D
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total quantity is different from the notice email
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we will check our log file to find if we already sent the notice email.
we will check our log file to find if the quantity you provide is same to the quantity we marked.
If it's our fault, we will refund the 100% money for the missing item(s).
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E
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Color is apparently differnent from the photo
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20% of the amount of that item
Please check against the actual photos we provide.
Please be aware that the color on the photo on the computer screen is not totally same to the actual color.
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F
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Missing accessory
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Button lost, 1USD.
30% of the amount of that item
Or send the accessory with the next order.
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G
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Minor defects/ small stain or spot,
can be easily amended or washed
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30% of the amount of that item
For example:
loosen button,
bad sewing of small area.
Need be washed.
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H
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Obvious defects,
Need be amended
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50% of the amount of that item
bad sewing of small area
hole/broken because of bad sewing
small hole on the cloth.
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I
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Obvious defects/ big area stain or spot
Can’t be amended
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100% of the amount of that item.
Dirties of big area.
Big holes/broken of the cloth
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J
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Damage or dirties caused on the way.
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No refund.
Please check if the package/cartoon box is broken before receive it.
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K
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Other situation
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Please email us if you think any of above Condition & Refund rate is not suitable.
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Return because of the defect
We don't prefer have the goods returned to us because the shipping fee is high compared to the amount of the item.
However, it's true that we accept returning, the first step in the process is to contact our Customer Support
You should report the problems in 3 days after receive the products and need fill out this form (download the complain form here).
Returning must be in 7 days after receive the products and must be in original condition when return to us.
When the returned package arrives at our place at Shanghai China, we will examine the item, identify the problem, we will ship the correct items back to you at no extra cost. We will handle all the necessary shipping fees (from us back to you). We will not be responsible for the returning shipping fee (from you to us).
If we discover nothing wrong with returned items , we will promptly ship them back to you. In these cases, you will be responsible for the shipping fees in both directions.
Return because of the delivery/customs/duties
If the parcel is returned because the incorrect delivery address or the receiver refused to accept the goods, both the fee of the goods and the shipping fee won't be refunded.
Important Notice: About the (volume)weight difference of your package:
You may complain that the actual weight is not the same to the weight on the order.
Since we charge the fee before we prepare the parcel,the weight difference is inevitable and unpredictable.
The weight of a parcel is calculated based on the theoretical weight of each cloth, that may be less or more than the actual weight.
Because of the packing material, the weight of each item is set 5%~10% more than the actual weight, and for this reason the difference is between 5%~10%.
For your information, the shipping fee is charged according to both actual weight and volume weight(volume weight = length*width*height/5000 or 6000), so usually we have to bear more cost because of the bigger parcel. If the volume weight is more than the actual weight, we will ignore the actual weight.
Anyway, if the difference of the shipping fee is more than 20%, we will refund the difference of the shipping fee and will examine and modify the theoretical weight.
Last updated on 2010.12.27
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