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1. Return Policy
(I) Return Period
In the EU, you have 14 calendar days from the date you receive your scarf to return it without giving any reason. This period begins the day after you actually receive the product. If the last day of the 14-day period falls on a statutory holiday or non-working day, the period will be extended to the next working day.
(II) Return Conditions
Product Condition: Returned products must be in new, unused condition and not resalable. This means the scarf must be free of stains, damage, or deformation, with all original labels and tags attached. The original packaging (including the box and dust bag, etc.) must also be returned intact. For example, if your scarf comes with a beautiful box and brand tag, please ensure these are included when returning it.
Hygiene and Health: For hygiene reasons, scarves that have been worn or have come into contact with substances that may affect the health of others (e.g., if someone with a perfume allergy has used the scarf, the scarf will not be eligible for a return. However, this does not apply to brief contact during product inspection that does not materially damage the product.
(III) Return Process
Initiating a Return: Please contact our customer service team within the return period by emailing [email protected]. Please include your order number, the style of scarf you purchased, the reason for your return (if it's an unconditional return, a detailed reason is not required), and your contact information. Our customer service staff will contact you within 48 business hours (on business days) to confirm your return.
Packing the Product: After confirming your return, please carefully return the scarf to its original packaging, ensuring all accessories (if any), labels, and tags are intact. Repack the product in sturdy packaging (we recommend the original box; if the original box is damaged, you can prepare a box of similar size and strength) to prevent damage during shipping.
Returning the Product: We will provide you with a return address, typically one of our designated returns processing centers within the EU. You are responsible for returning the product to this address, and all return shipping costs are generally your responsibility. However, if the return is due to our fault (e.g., incorrect item, product quality issues, etc.), we will cover reasonable shipping costs. You may choose a trusted courier to return the item. We recommend that you retain the tracking number and relevant receipts for tracking the return item.
(IV) Refund Processing
Product Inspection: Upon receipt of your returned item, we will inspect it within 5 business days to confirm its return eligibility. If it meets the requirements, we will process a refund. If it does not meet the requirements, we will notify you of the details via email and, after consulting with you, will decide whether to reship the item to you based on your preference. (If you request a return, you will be responsible for the reshipment shipping costs.)
Refund Method and Time: Once the return is confirmed, we will refund your original payment method. If you paid by credit or debit card, your refund will be credited to your payment account within 7-14 business days of return confirmation. The exact timeframe may vary depending on the processing speed of your card-issuing bank. If you used a third-party payment platform (such as PayPal), your refund will typically be credited to your third-party payment account within 3-5 business days.
2. Exchange Policy
(I) Exchange Period
In the EU, if you require an exchange, you must submit your request within 14 calendar days of receiving the product. Like the return period, this period begins the day after you actually receive the product. If the last day falls on a statutory holiday or non-working day, it will be extended to the next business day.
(II) Exchange Requirements
Product Condition: The scarf being exchanged must be in new, unused condition and unsalable. The scarf must be free of stains, damage, or deformation, with original labels and tags intact, and the original packaging (including box, dust bag, etc.) complete and intact. For example, if the tag on a scarf has been cut off or the packaging is severely damaged, it may not be eligible for an exchange.
Quality Issues: If the scarf has quality issues, such as thread unraveling, significant color difference (significantly different from the product image shown on our website), or fabric defects, we will process an exchange, regardless of whether it's within 14 days. If there's a dispute regarding the quality issue, we may request photos or videos as evidence and, if necessary, send the product back for professional testing.
Non-Quality Exchanges: If you wish to exchange an item for personal reasons (such as a change of mind or the size doesn't fit), you may request an exchange within 14 days, provided the item meets the aforementioned conditions of being new, unused, and not resalable. However, if the price of the new item is higher than the original, you will need to pay the difference. If the price of the new item is lower, we will refund the difference to your original payment account. The refund will be processed and processed in the same manner as for returns. (III) Exchange Process
Contacting Customer Service: Please submit an exchange request to our customer service team by emailing [email protected] within the exchange period. Please include your order number, the style of scarf you purchased, the reason for the exchange (quality issue or personal reasons), the desired new style (including details such as color and size), and your contact information. Our customer service team will contact you within 48 business hours (on business days) to confirm the exchange.
Wait for Confirmation and Return: Once customer service confirms that your exchange request meets the requirements, we will provide you with an address to return the original item (usually one of our designated exchange processing centers within the EU). Similar to returns, you are responsible for returning the item, and shipping costs are generally your responsibility (except for exchanges due to quality issues). When returning the item, please securely package the scarf, including the original packaging, all accessories, labels, and tags, and retain the return tracking number and relevant receipts.
Replacement: After we receive your returned item and inspect it for exchange conditions, we will ship the replacement item within 5 business days. The replacement item will be shipped according to the style and address you specified in your exchange request. Delivery time will vary depending on the shipping method you selected and the distance of the delivery address, but generally arrives within 3-10 business days.
3. Special Circumstances
(I) Product Quality Disputes
If you have a dispute regarding product quality, you may first contact us by email at [email protected], providing a detailed description of the quality issue and any photos or videos as evidence. If we are unable to confirm the quality issue based on this information, we may require you to return the item to our designated testing facility for professional testing. If the test results confirm a quality issue, we will cover the testing costs and reasonable shipping costs incurred by you for return shipping, and process a return or exchange based on your request. If the test results indicate no quality issue, you will be responsible for the testing costs and shipping costs for return shipping. (II) Out-of-Stock Situations
During the exchange process, if the item you requested is out of stock, we will promptly notify you. You can choose to wait for the item to be restocked before making the exchange (we will inform you of the estimated restocking time), or exchange it for a different scarf style. If you choose a different style and there is a price difference, we will refund or reimburse you for the difference. If you do not wish to wait or exchange for a different style, we will process a return for you. The refund process is consistent with the refund policy.