Can I cancel my order ?
You can cancel your order anytime before it is shipped to receive a refund. PayPal and Alipay charge a fee for refunds and we will deduct these from your reimbursement. PayPal charge ¥40 and for Alipay it is 3% of the transaction value.
What can be returned ?
For hygiene reasons, products can only be returned if they are unopened, unused and in re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact and unopened.
Who pays for the return ?
We do not offer a free returns service. The exception is for products which arrived damaged upon delivery. In this circumstance, we will reimburse the return postage cost (after receiving the products back). We strongly recommend that you post any returns to us using a method that is registered and trackable as we cannot be held responsible for any items without proof of posting.
Will I receive a full refund ?
No. PayPal and Alipay charge a fee for refunds and we will deduct these from your reimbursement. PayPal charge ¥40 + 2.9% of the transaction value and for Alipay it is 3% of the transaction value. In addition, if your order was shipped out for free ( as it was eligible for free shipping), the shipping cost will also be deducted from the refund.
How long will it take to process my return ?
Returns are generally processed within 3 – 5 business days of receiving the goods back.
How long before I can return a product ?
Items must be returned to us within 21 days of dispatch.
How do I return a product ?
If you wish to return or replace an item, please fill in the below form and we will respond back with the next steps.
What if my parcel is returned to you because it was undeliverable ?
If your package is returned to us as it could not be delivered to you and you would like it resent, you will need to pay the reshipping fee (regardless if the order was eligible for free shipping).