As a purveyor of numerous items that are pre-owned, we understand it can get a little confusing understanding what falls within our return policy. Here’s everything you need to know, below.
Returns that we do accept
As of 1 February 2018, only ‘new old stocks’ (NOS) items may be returned. The value of these will be made available to you as store credit.
Returns that we don’t accept
Returns, exchanges or store credit will not be issued on any of the following categories:
Additionally, please note we do not accept returns, exchanges, or issue store credit on any of the following:
- Media (including books, DVDs, and magazines);
How the returns process works
Returns will only be accepted if we are notified of your intention to do so within 5 working days of the date when you originally received your order. Before making a return, please email us at email@example.com for an authorisation form. Once we receive your authorisation, return items must be shipped and received by us within 14 working days. Your store credit will be issued once we have checked the returned items and are satisfied they are in saleable condition.
Items in ‘saleable’ condition are those free from defects including (but not limited to): wear; washing; alterations; visible damage; staining; and odours. All items being returned must be accompanied by their original packaging and tags; and must be properly shipped in order to avoid damage to external packaging and the goods themselves. If returned footwear is not accompanied by its original shoe box, a nominal deduction to your store credit reflective of this will be made.
When making a return, customers are responsible for their own shipping fees. Please note that we require all returns to be shipped using a trackable service -- tracking details must be provided to us after your items have shipped.
For US customers, you may choose to ship your order to either our domestic or Hong Kong-based return centre. All other returns being made from countries outside the US must be delivered to our Hong Kong return centre. Please note that we reserve the right to reject any packages that arrive ‘collect on delivery’ (COD).
Your store credit is calculated on the item(s) being returned, and will not include shipping and handling fees (if any). From time to time, we will accept packages that arrive at our return centres COD -- COD payments will be deducted from the total store credit.
Under normal circumstances, your store credit will be issued within 5 business days of the date on which we receive your return. In order to provide a better shopping experience for customers, our store credit does not possess an expiration date.
For further inquiries regarding our return policy, please do not hesitate to get in touch at firstname.lastname@example.org.