Frequently Asked Questions

A 14-day return is available for non-custom and non-pre-order items. The item must be new, unused, and unopened. Protective film, seals, and factory stickers must remain intact.

Day 14–30 return requests are limited to issue-based reasons only. They do not include “no-reason” returns. If the issue is fixable or exchangeable, exchange is prioritized. If the customer insists and conditions are met, return can be accepted.

• Non-human functional failure.
• Wrong model, color, or configuration sent.
• Missing accessories, with a full unopened unboxing video.
• Transport damage.

Appearance issues must be raised within 14 days. This does not extend to 30 days.

• High-resolution photos.
• Issue video that starts before unboxing preparation.
• For empty package, missing parts, or severe damage: a full unopened unboxing video is required.

If the issue is our responsibility, we cover round-trip shipping. This includes quality issues, wrong item, missing parts, and transport damage. If it is a no-reason return or customer-caused issue, the customer pays return shipping. If return or re-route is caused by wrong address or contact details, the customer pays extra shipping.

• Submit a return request.
• Customer service reviews the case.
• Return address is provided.
• Warehouse inspects the returned item.
• Refund is completed and email notification is sent.

Within 14 days, non-custom and non-pre-order items can request exchange. Exchanges do not support “no-reason” requests. Reasons must be issue-based. Examples include quality issues, wrong item, missing parts, or transport damage.

Within 30 days, exchanges can be requested for:

• Wrong style or specification.
• Non-human quality issues.
• Transport damage.
• Missing accessories.
• Arrival functional abnormality, such as abnormal timing or clasp issues, when not customer-caused.

• High-resolution photos.
• Unboxing video is optional for general issues, but can speed up verification.
• For empty package, missing parts, or severe damage: full unopened unboxing video is required.

If the issue is our responsibility, we cover round-trip shipping. If it is customer responsibility, the customer pays return shipping. Wrong address or contact details causing return or re-route creates extra shipping costs for the customer.

• Submit an exchange request.
• Customer service reviews the request.
• Choose reshipment or return-then-exchange.
• A new tracking number is provided after completion.

Full refunds apply when:

• A verified quality issue exists.
• The wrong item was sent.
• DOA occurs.
• Package is lost, clearance fails, or the package is seized.
• Delivery becomes impossible due to force majeure, such as route closure.

DOA feedback is recommended within 48 hours for priority verification. If raised within 14 days after delivery, it is still accepted as DOA. The 48-hour window is a recommendation, not a validity limit.

Partial refunds apply when:

• Minor wear exists at arrival, meaning small defects present upon receipt.
• Accessories are incomplete.
• Non-critical appearance deviations exist.

• Within 14 days: no-reason refunds and issue-based refunds are supported.
• Day 14–30: only issue-based refunds defined by the return policy apply.
• After 30 days: refunds are not supported.

Refunds are issued to the original payment method. If the original method cannot accept a refund, an alternative is discussed. After approval, refunds are processed within 24 hours. Credit card platform processing may take 3–15 days.

• Submit a request.
• Customer service review.
• Refund completed with email notification.
• If rejected, the reason is explained with an alternative solution.

Reshipment is available when:

• A verified quality issue exists.
• The wrong item was sent.
• DOA occurs.
• The package is lost.
• Clearance fails.
• The package is seized.

Reshipment is prioritized for DOA. If the customer does not accept reshipment, a refund is available. Feedback within 48 hours is recommended for faster verification. The validity remains within 14 days after delivery.

For quality issues, provide photos of the item. For logistics issues, we judge based on carrier records. Customers do not need to provide screenshots.

If it is our responsibility, we cover all reshipment costs, including shipping. If return or re-route is caused by wrong address or contact details, the customer pays extra shipping.