Returns and Refunds
Welcome to our platform’s documentation page on returns and refunds, designed to be your compass in handling your customer service the best way. We understand the importance of a clear policy, and our documentation is here to assist you every step of the way.
Our aftersales service
When unexpected problems, such as damaged deliveries or wrongly delivered items occur, we have a comprehensive after-sales service.
In such cases, you can easily create a dispute within our portal to deal with cases like this in a well-organized manner.
Our after-sales service for such cases is that we can do a free resend or that we can refund the product and shipping costs to you.
To come to the best possible solution, in case of a damaged or wrongly delivered product, it is imperative that we receive a photo or video of the product.
Refund & Reshipment policy
Cases we can issue a refund or resend
Customer received the wrong product or style
Customer received the wrong size
Customer received the wrong color
The order is missing products
The physical measurements have more than 3cm difference with the sizing chart
(if provided)
Cases we can't issue a refund or resend
The item doesn't fit
The item is too small/large
The sleeves are too long/short
Size has small differences with sizing table
Customer is not happy with the product
Cases we can issue a refund or resend
Item gets received damaged (zippers not working, holes in the product, missing accessories)
The order is missing products
Cases we can't issue a refund or resend
Broken packaging like scratches e.g.
Substandard quality
Customer is not happy with the quality
Cases we can issue a refund or resend
Order is not delivered within shipping time window (days from shipping)
To Europe: 35+ days
Rest of World: 37+ days
Order is lost in transit
After verification status with courier
For reshipment: reconfirmation customer address required
Order tracking is frozen (days of no updates since last tracking update)
To Europe: 30+ days
Rest of World: 32+ days
Order is undelivered (only if the shipping information is complete and correctly provided
Cases we can't issue a refund or resend
When the package is delivered with signature
Tracking (+ local tracking) shows delivered, but customer says they haven't received
Cases we can issue a refund or resend
If the address gets reconfirmed with the client in the time frame given
Cases we can't issue a refund or resend
If the address doesn't get reconfirmed or the time to confirm exceeded
Returns
We are aware that arranging product returns can be complex, given the location of our warehouse in China. We strive to find solutions that prioritize our customers.
When a customer would like to return the products received in a case where we cannot resend or refund, experience shows that most dropshippers offer 3 different options to the customer.
These are common customer service options used by dropshippers to still satisfy their customer.
You refund 25% of the total purchase price and the customer gets to keep the order.
In this case, as a seller, you break even in many cases, but you don't have to completely refund the customer.
Offer a 100% credit in the store (with the same value as the original order value).
With this 100% credit, the customer can pick a (different) item of their choice and you as a dropshipper will only pay the purchase price for the product.
100% refund of the purchase price, but the customer must return it to our return address (in China).
The relevant return address can be obtained from your agent.
It is important that in the case of option 3, the customer should send the package back to China including track and trace.