Terms of service
1. Delivery Services
- How to Confirm Delivery Availability: When checking out, enter your complete delivery address (including street, community, and building number) – our system will instantly notify you if we can deliver to your location. If you’re in a remote area where standard delivery isn’t available, we’ll either suggest alternative options or inform you that delivery isn’t possible before you complete payment.
- When Will You Receive Your Order: Orders paid by 3:00 PM on workdays will start processing the same day; all other orders will begin processing the next workday. Order preparation (including stock checks, item inspection, and packaging) takes 1-4 days.
- Standard delivery: 3-5 days for urban areas, 5-8 days for suburban areas.
- Expedited delivery (available in nearly all regions): 1-2 days for urban areas, 2-4 days for suburban areas. You can select this option during checkout and view the additional fee in real time.
If delivery is delayed (e.g., due to severe weather or major sales events), we’ll send you a notification via your account.
- How We Protect Your Items: Each item is wrapped in a breathable plastic bag to keep it dry and clean. For jackets and blazers, we insert cardboard in the shoulder areas to preserve their shape; buttons and zippers are covered to prevent scratches or damage. All items are packed in a thick, durable box sealed with heavy-duty tape – no sensitive product information is printed on the outer packaging, so the contents remain private.
2. Return & Exchange Services
- What Items Can Be Returned/Exchanged: Items must be unused, with all original tags and packaging intact – no stains, odors, or cuts allowed. Sale items marked “no returns” cannot be sent back, unless they have inherent defects (e.g., faulty stitching).
- When to Submit a Request:
- Regular items: Submit your request within 45 days of receiving the item.
- Faulty items: Notify us and submit your request within 7 days of discovering the defect (you’ll need to provide photos or videos as proof), and no later than 60 days from the date of receipt.
Requests submitted after these deadlines will not be accepted.
- Step-by-Step Guide:
- Go to “My Orders” in your account, find the relevant order, and click “Return/Exchange”. Fill in the reason for your request, and upload photos if the item is faulty.
- Wait 2 workdays for our review. If approved, we’ll send you a return authorization number and designated return address.
- Pack the item securely, clearly mark the return authorization number on the package, and ship it to the designated address within 10 days of approval. You’ll be responsible for return shipping costs unless the issue was caused by us (e.g., we sent the wrong item).
- Our team will inspect the returned item within 3-5 days. If the item meets our return criteria, we’ll process your refund within 1 day. Funds will be credited back to your original payment method: credit card refunds typically take 5-15 days, while e-wallet refunds take 1-3 days.
3. After-Sales Consultation
- How to Ask for Help: Navigate to the “After-Sales” section of your account and send us a message. Be sure to include your order number and a detailed description of your issue (e.g., “Where is my order?” or “My item has a defect”).
- When to Expect a Reply: We’ll confirm receipt of your message within 1 workday. For simple questions, we’ll provide a full response within 2-3 workdays. For complex issues (such as a lost package), we’ll update you on the progress every 3 workdays until the issue is resolved.
- What We Can’t Help With: We cannot resolve issues caused by improper use, incorrect cleaning or storage of items after receipt, or providing an inaccurate delivery address when placing your order.