FAQ
How do I consolidate my return items into a single package?
To return multiple items in one parcel, you need to first submit a return request for each item through your account. Once approved, you can pack all items together in their original packaging, ensuring all tags and labels are intact. Finally, place all items in a single box and attach only one return label to the outside of the package.
Note: If returning items from a third-party seller, you may need to include their specific invoice or order number inside the box. Be sure to check for any weight or dimension restrictions for your chosen shipping method.
What items are non-refundable or non-exchangeable?
For hygiene, safety, and final clearance reasons, certain products are generally excluded from returns. These typically include:
- Personal Care & Beauty Products: Cosmetics, skincare, and fragrances.
- Intimate Apparel: Lingerie, underwear, swimwear, and hosiery.
- Pierced Jewelry: Earrings and other items for piercings.
- Consumable Goods: Food, supplements, and drinks.
Digital Goods & Gift Cards.
It's a good practice to always check the product details or brand's specific return policy before making a purchase.
What is a "brand exclusion"?
Brand exclusion refers to when a specific brand has a different, and often more restrictive, return policy than the general store policy. This is common for high-end luxury brands, custom-made items, or products with a specific vendor agreement. These exclusions can mean:
- The item is final sale and cannot be returned.
- The return window is shorter than the standard policy.
- You may receive store credit instead of a full refund.
These details are usually clearly stated on the product page or within the company's return policy.
What should I do if I am missing a return slip or label?
Don't worry, getting a new one is usually simple. Here are your options:
- Online Portal: The quickest way is to check your order status or account page on our website. Most companies have a self-service option to download and print a new label or generate a QR code.
- Customer Service: If you can't find an online option, contact our customer support team. They can email you a new return slip or give you instructions on how to manually create one.
- Shipping Partner: Some shipping services offer a "no-box, no-label" option. If this is available, you can simply present the QR code from your account at a drop-off location.