Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a return or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Most returns are processed within 5 business days after we receive your package. Once your refund has been issued, you will receive a confirmation email.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
A. Non-Refundable Conditions
1. Refuse Delivery
Refuse to deliver the package properly – the package is in good condition and not damaged.
2. Delivery Attempted & Recipient Not Home
If the courier has made several attempts to deliver, but the recipient was not at home all the time. In this case, the parcel will usually be kept for extra 10-15 working days. Please contact the local post office in time to receive the parcel. Otherwise, the parcel that could not be delivered for a long time will be processed for destruction.
3. Wrong Address & Insufficient Address
When the shipping address of your order is incorrect or filled out incompletely (for example, if you live in an apartment, please fill in the details of the unit and door number). Once the courier out for delivery but can not find your address, the parcel may fail delivery due to an invalid address, and the parcel will be temporarily kept in the local shipping warehouse for 1-2 weeks.
We will contact you in time and provide more details. When you receive our notice, please go to the local post office ASAP to claim your parcel. Or make a call to the local post office to update & confirm your delivery address and make an appointment for re-delivery. (if the package is unclaimed for a long time, it will be destroyed according to the local post office policy)
4. Package Marked as Delivered
No replacements & refunds will be made for lost packages if the item is “Marked Delivered” by the postal service at the address you provided.
If you don’t receive/find the package, please call the local post office, provide the tracking number, and check with the courier where the package was placed: the front door, mailbox, or somewhere else. Or ask your neighbors, your friends, roommates, family if they have received the package.
Each region has different local delivery methods, and we are unable to control the service quality of local post offices, thank you for your understanding.
By the way, Express Shipping, like DHL, FedEx, UPS, TNT, could provide recipient signature service, which can ensure that the package is signed by the recipient. With Express service, the risk of lost packages will be greatly reduced; if you need it, please select Express Shipping and pay for the additional fee on the checkout page.
5. Grand Sale Items (more than 30% discount)
Only regular priced items may be returned & refunded, unfortunately with grand sale items cannot be refunded (if the quality is fine).
6. Membership Subscription
If you subscribe to our membership Silver or Gold Plan and do not place any new orders in 30 days, you can cancel the subscription and we’ll give you a full refund.
7. Member Lucky Packs
Lucky pack is a non-profit membership program, not a product, we can not support any refunds for it.
8. Refuse VAT & Customs Duty/Tax
If the amount of your order exceeds your country or region’s Tax-free threshold (for example, a package value over $20 in Canada), you may have to pay Tax Fee to receive the package.
EU VAT: Effective July 1, 2021, EU member states will collect value added tax (VAT) for all goods entering the EU. The VAT ranges from 17% to 27% depending on the EU member state, not including any applicable duties or fees.
UK VAT: Effective Jan 1, 2021, a 20% value-added tax (VAT) that must be collected for all goods entering the United Kingdom (UK).
This online shop does NOT collect VAT at checkout so you will be charged by customs upon the goods entering your country. These added costs may exceed the merchandise’s value.
Note: Not all packages will be charged tax, please check your local customs official website for the latest policy. Once the package has incurred a tax fee, please pay the bill (the logistics provider will contact you and provide the details) as soon as possible, if you refuse to pay tax, or it has not been processed for more than 30 days, then the package will be destroyed in accordance with local policy.
According to the latest customs policy of each region, EU region, UK, Russia, Canada, Mexico, Thailand, Indonesia, etc., it is more likely to generate customs duties; if you have any problem, please contact us for help.
So, if you refuse to accept normal delivery, or refuse to pay customs duty to receive the package, you cannot request a refund.
B. Refundable Conditions
1. Package and Items Damaged (100% Refund)
If your item arrives damaged please save all packaging, photograph the damaged, and immediately e-mail us so we can file an insurance claim with the Logistics company. Please keep all materials and the item in case the Logistics company wishes to inspect it.
2. Common Garment Defects (Partial Refund)
Yes, there is nothing more frustrating than to find the product has a defect, or worse, multiple defects.
As hanfu has a very complicated production process (2-3 times more work than normal clothing), and when the parcel is in international transit, it needs to pass through multiple parcel handling warehouses.
So please understand and recognise that some defects in products are unavoidable, for example:
- Untrimmed threads.
- Broken or skipped (missing) stitching.
- Puckering. Puckering is an irregular seam surface.
- Needle Damage.
- 100% perfect embroidery is impossible, under 1% embroidery pattern defects are in the allowed range.
- Garment Dimensions Measure out of Tolerance.
- Color has a significant difference.
- Package and item has some dust
- and more…
We would strictly require the factory to check every item’s quality. However, when opening the arrived package, you may still find some defects. If that happened, please feel free to contact us ASAP; and our support team will try to help fix the problem (and if possible, write a review for the product so that other customers can see your suggestions, while the factory will improve the product in time for the next production based on your feedback.)
Of course, if the product has too many defects (which is unacceptable), we can offer a partial refund (10%-30%), or provide a big discount gift card as compensation (20-40%), or re-send a new item.
3. Non-Quality Problems (Gift Card)
The following are possible with all clothing, not quality problems:
- A few small dot stains (less than 3mm in diameter) on the clothes, this is caused by the production process of the original fabric, isn’t a quality problem of the clothes, you can clean it with detergent.
- Due to the long international shipping of the package, the clothes may get some wrinkles, this is unavoidable, please iron them before wearing.
- Some clothes may have a special smell of the original fabric, please wash and hang the clothes in a ventilated place.
Note: These non-quality conditions are not a valid reason to request a return or refund. Of course, if it is beyond our guarantee but does not affect the normal wear, take a photo and contact us to get a Gift Card (unlimited 10% Off discount).
RETURNS & EXCHANGE
1. How to Return
To complete your return, we require a receipt or proof of purchase.
- Please contact us, indicating the item(s) you would like to return and the reason.
- After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
- Drop off your package at the local post office.
2. Return Address
Please contact us to get the latest return address. You will receive a response as soon as possible.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
3. Return Shipping
We can offer a free return in the following 2 conditions:
- We sent the wrong package – wrong size, color, or missing some items.
- The package was damaged during shipping & delivery.
In these 2 cases, we will pay the return shipping fee for you.
Apart from that, you have to pay for the return fees by yourself, for any other reasons. You will be responsible for paying for your own shipping costs for returning your item and shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Late or missing refunds
If you haven’t received a refund yet for more than 10 business days, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us to get help.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.