- To return or exchange items, you must request a return authorisation by contacting us within 7 days of delivery date.
- We only accept returns or exchanges requests on any undamaged, unused items within 7 days of delivery date. After 7 days all sales are final.
- COVID-19: We understand you may not be able to arrange a return as a result of postal delays. In such cases, We will be flexible in accepting late returns: the period in which a return purchase may be received will be extended to 30 calendar days from the request of your return.
- Returns must include all original receipts, tags and accompanying packaging. Products must be in resalable condition.
- We are not responsible for any lost or stolen merchandise incurred upon return shipping.
- The cost of returning the goods to our office in Hong Kong is the customer's responsibility.
- We will issue a refund excluding the shipping cost and tax from us to the customer. A return charge will also be deducted depending on the return origin:
– Hong Kong & Taiwan : Free returns
– Asia : US$25
– US, UK & EU : US$38
– Rest of the world : US$45
- For customers who enjoyed free shipping upon purchases over US$400, an extra US$45 will be deducted in the case of a refund.
- Please note that sale items are not eligible for returns. Only regular priced items may be requested for refunds. Sale items are strictly non-refundable.
- In the case of failure in delivery, leading to the parcel being returned at our expense, we will have to charge a two-way delivery fee of US$90.
- The refund will be credited in the original form of payment.
- Please allow up to 10 working days for your refund to process.
- We reserve the right to reject returns which do not comply with our return policy.
- Returns that do not respect our policy may be sent back to the original shipping address at our discretion.
To request for a return or make any enquiries, please email to info@matterreallymatters.com
