Return & Refund Policy

If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email ([email protected]) at first.

Conditions for Return and Exchange

• Must be returned in original packaging
• Items returned without authorization will not be accepted.
• Items must be returned within 30 days after you receive them.
• All items must be in the same condition that you received it, unassembled or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.

Non-returnable items:

Sale items and product damage/loss caused by the consumer are unfortunately not returnable.

Exchanges

Returning the item you have and making a fresh purchase for the desired item after the return is accepted is the quickest way to be sure you get what you want.

Order Cancellations

• We can cancel the order for you if you contact us in time after your purchase.If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
• Orders can’t be canceled once the parcel is shipped out.

General Return Process

• Repack your items (These need to be unworn/unwashed/unused and with original tags).
• You will need your order number and email/last 4 digits of your phone number.
• Select your preferred return option.
• Once you have processed your return you're ready to post it off! Make sure you keep proof of postage!
• Keep an eye on your return tracking. You'll get an email once we receive your returned item.

Policies

• To guarantee that your delivery is safely returned to us, it is advised that you utilize a traceable delivery method for all returns. Packages that are returned to us may be lost or damaged, but we are not liable for it.
• All purchases may be returned within 30 days of the last box of your order being delivered, with the exception of final sale/clearance item(s), free gifts, swimwear, underwear, panties, and accessories. Note: After making the return request online, you must email us a picture demonstrating the issue or defect.
• Package returns must be approved. Any return request that is not approved by customer support will not be fulfilled. Note: The address on the package you received is NOT where the item(s) must be returned. That will have an impact on how your return is processed because it is not our return address.

Costs

• In the event that the return is the result of our errors (such as wrong products or product quality issues), you will receive a complete refund;
• Should the customer's issue (such as: not liking/wanting the item, ordering the incorrect product/size) be the reason for the return, the buyer is responsible for covering the shipping costs.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.

If you haven't received the refund within 2-3 working days, please check your account again. It may take some time before a refund is official posted. If you've done all of this and you still have not received your refund, please contact us at [email protected].

Please do not hesitate to get in touch with our customer service staff if you have any questions concerning our return policy or procedures. We will be pleased to offer you assistance and support.

Thank you again for your trust and support in us.

Sincerely,

Email:	[email protected]
Company Name:	ALCAZ GROUP HOLDINGS LIMITED
Company Address:	Room 1303,13/F. OfficePlus @Sheung Wan 93-103 Wing Lok Street，Sheung Wan HONG KONG (this is not a returning address)
Return Warehouse Address:	please contact our customer team for help