This policy applies to regular Shop purchases. We accept returns for defective products. We do not offer change-of-mind returns, except where required by applicable law. Lucky Box purchases follow their separate final-sale terms. Your statutory consumer rights remain unaffected.
Q: Can I cancel my order?
A: Before dispatch, you can sign in to your customer account and request cancellation of items that haven't shipped. We'll review and process your request; submitting a request does not immediately cancel your order. If your order has already shipped, please follow the return process for eligible items.
Q: What is your return window?
A: Please contact us about a defective item within 7 days of receiving your order so we can review the issue promptly. This contact window does not limit any longer period or remedy required by applicable law.
Q: How do I start a return?
A: Contact us at hwh990618@gmail.com with your order number and the reason for your return. Please do not send items to the original sender address. We'll provide return instructions and the correct return address.
Q: Who pays return shipping?
A: If an item arrives damaged, faulty or incorrect, please contact us first so we can arrange an appropriate solution and handle return costs in accordance with applicable law. We will provide instructions before any item is sent back.
Q: What condition must returned items be in?
A: Please keep the item and any available packaging while we review your request, and follow the return instructions we provide. A reported product defect is not excluded merely because the item is defective or has been opened for inspection. Your statutory rights remain unaffected.
Q: When will I receive my refund?
A: After receiving and inspecting your return, approved refunds are processed to the original payment method within 5–10 business days, or sooner where required by law. Your payment provider may require additional time to show the refund.
Q: Are shipping fees refundable? Do you charge restocking fees?
A: Original shipping fees are refunded where required by law. We do not charge restocking fees.
Q: Are personalized or custom-made items returnable?
A: Personalized or custom-made items are excluded from change-of-mind returns, except where required by law. This does not affect your rights if an item is faulty or incorrectly supplied.
Q: Can I return a Lucky Box item?
A: Lucky Box purchases are final sale and cannot be returned or exchanged, except where required by applicable law. Your statutory rights remain unaffected.