Damaged items: We replace items if they are defective or damaged, we just ask you send us a photo of your damaged item.
Should your reason for return be based on a sizing problem. We will need the following details from you:
- You will need to attach a photo of the label of your product. Please note that all our listed sizes for all our products are US/European sizing however our factory produces some of our products with Asian sizing labels, therefore on the rare occasion the label on the garment may state a size bigger than you ordered – however, please still take a photo of the label.
- You will need to show in a photograph(s), the various measurements as per the SPECIFIC product sizing table which do not correspond with the sizing table given for that specific product. I.e. should you order a medium SUNGAZE Tassel Dress – should you feel that the shoulder, chest, sleeve and/or length measurement are inaccurate, please use a tape measure and take a photograph showing us CLEARLY, of course, including the FULL tape measurement. We will then be able to see that our sizing table does not match your photograph/product. This is important as it verifies your complaint and lets us find a solution as soon as possible.
- Please allow 1 - 3 cm size variance as a result of manual measurement error.
Garment Style and Color Issue
Should you have a problem with the color you ordered, please provide us with a photograph showing us:
- The color ordered is either completely wrong to that ordered, i.e. you ordered a red variant & received a blue one
- If the degree of the same color is far off from that advertised it becomes unreasonable and unrealistic to such an extent you would not have purchased it.
Once you have provided this we can go about rectifying the issue for you. If the style of the garment is also not representing that which we advertised please also provide us with a few photographs so we can verify this claim if the product is indeed drastically different from that which we advertised.
Delivery Time Exceeds Stipulated delivery time period
Should your order exceed the specified 60 working day delivery guarantee, we will gladly offer you a full refund for your product/s which have exceeded this delivery period. Please check out our Delivery Information page for more information with regards to average delivery times.
Other Refund Requests
We do not offer refunds without return of merchandise. Refunds are not valid on merchandise shipped 15 days after parcel(s) delivered.
Should your order come with free shipping, we will need to charge a $5.70 USD to you for the return.
All on-sale items are final sale and are non-refundable.
Unfortunately, we cannot accept any item for return or exchange that is damaged due to:
- Staining (Food, makeup, bleach, marker/pen, sweat, dirt, etc.)
- Wear and tear (ripping, tearing)
- Scent (perfume, body odor)
- All items must have original tags attached, unwashed, unworn and in its original condition.
- All sales on bodysuits and accessories are final.
- Any merchandise on sale cannot be returned.
- All pre-orders and special order items are non-returnable. If you need help determining your size, please contact our customer service before placing an order.
Returned items must be in new and resalable condition.
Once your return package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment. We are only able to refund the credit card used during the time of your purchase. If your postal tracking shows that your return has been delivered to our warehouse but you did not receive your refund within 7 business days, please contact our customer service: email@example.com.
We suggest using a trackable postage option on returns. Unfortunately if the package is lost on its way to us, our customer service officers will be limited in what they can do to compensate you.
For international orders, please select an appropriate carrier for the return.
The refund credit may not show up until your credit card’s next monthly billing cycle. You will be notified via email to the email address listed on your order when the transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
Shipping and handling costs are not refundable.
We are not able to issue refunds due to incorrect addresses entered during checkout, items not collected, or packages stolen after delivery. Please make sure to enter your correct phone number during checkout should any delivery issues take place.
Late or missing refunds:
We issue refunds within 7 days after your package has been received. If your package has been delivered and it has not been refunded within 7 business days of delivery, please message us at firstname.lastname@example.org. If you have received a Refund Confirmation Email and you haven’t received your refund yet, first check your bank account again. Then, contact your credit card company and your bank.
Lastly, if you still have not received your refund yet, please contact us at email@example.com