【Return and exchange policy】
Due to the handcrafted nature of our high-end luxury products, specifically as intimate costumes, once the item has been shipped, we do not accept returns or exchanges unless the product is defective. Please carefully read the product details, as well as view the product images and videos, before placing an order.
The following conditions are not eligible for returns or exchanges:
* If the courier tracking indicates that the package has been signed more than 3 days ago, no returns or exchanges will be accepted.
* If the anti-counterfeit buckle on the product has been removed, no returns or exchanges will be accepted.
* Slight color variations, pattern discrepancies, minor flaws, or differences in softness or hardness that are inherent to handcrafted items, are not considered product quality issues and are not eligible for returns or exchanges.
* We cannot guarantee the timeliness of global courier services; therefore, we do not accept returns or exchanges due to delivery time issues.
* Quality issues caused intentionally by the customer's deliberate damage are not eligible for return or exchange.
* Please note that we do not accept returns, exchanges, or refunds for products with custom sizes and colors.
* Products produced based on the custom measurements, colors, and styles provided by the customer will not be eligible for return or exchange if the customer's own measurements are incorrect or if they choose the wrong color and style.
* Since our products are handmade products, we have already started production for customers within 3 days after the customer's order payment, so after 3 days after the order is placed, before the product is shipped, and after the product is shipped, the customer shall not ask for a refund or terminate the courier delivery or refuse to accept the courier delivery or refuse to pay import duties for any reason.
* If the customer refuses to pay the import customs duties without valid reasons, we will not cover the customs duties on behalf of the customer. The package will be directly destroyed by the local customs, and we will not provide a refund to the customer.
* If the customer provides an incorrect address, resulting in the courier's inability to deliver the package, or if the courier shows the package as successfully delivered, but the customer denies receiving it, we will also not provide a refund.
* Once the package is dispatched and shipped, and customers want to change the address, customers must handle any address modifications directly with the courier. We are unable to intercept or alter the package's delivery address. Any fees incurred for address changes will be the responsibility of the customer, and we will not be held accountable for them.
* Customers have read the product size description before purchasing the product, and have chosen the product size according to their figure. If the size is not suitable after receiving the product, we will not return or refund or exchange it.
The following conditions are eligible for returns or exchanges:
* The package tracking must indicate that the package has been signed for within the last 3 days.
* The anti-counterfeit buckle must remain intact.
* There must be noticeable quality issues with the product (due to manufacturing or shipping).
All three conditions must be met simultaneously for eligibility.
If your product meets these conditions, please contact our customer service and provide clear photos of the product showing the defect. Once we confirm the issue, you will be eligible for a return or exchange.
Then the customer needs to send the current returned product back to our designated warehouse in each country, and the customer will bear the national or international courier fee for the return. Please use a courier with a tracking number, as we will not accept return packages without tracking numbers.
If the customer returns a package without a tracking number, and we do not receive the returned package, we cannot acknowledge the receipt of the returned product, nor can we issue a refund. In such cases, the customer will bear the entire loss of the order.
Upon receiving the customer's return package and verifying that there are no quality issues, we will promptly proceed with either an exchange or a partial refund. In the case of a refund, we will deduct the actual courier fee for the package that was sent to the customer, and only the cost of the products will be refunded.
【Legal and regulatory support】
According to the "Consumer Rights Act" (Consumer Rights Act) in the UK, consumers are provided with the right to return and exchange goods, but there are also some clear and special regulations for underwear products and customized products (as of September 2021).
Underwear Product Returns:
According to the "Consumer Rights Law", since underwear is a personal item and involves hygiene and health factors, under normal circumstances, underwear that has been worn or tried cannot be returned or exchanged. Most retailers will not accept returns of worn or tried-on underwear unless the underwear itself is faulty or does not conform to the contract.
Custom Product Returns:
Customized products generally refer to commodities produced according to the specific requirements of consumers, including products customized according to the size, color, and style provided by consumers. According to the Consumer Rights Act, custom-made products are generally non-returnable unless they have quality problems or do not conform to the contract. Because customized products are made according to the individual requirements of consumers, retailers generally do not accept unreasonable returns and exchanges of customized products.
It should be noted that if you need to return or exchange goods when purchasing underwear products or customized products, it is recommended that you learn more about the relevant return and exchange policies and conditions before purchasing. When in doubt, it is best to consult a relevant legal professional. If the customer has paid for the products on this website, it means that the customer has read and agreed to the above return and exchange policy by default, and agrees to perform according to the above return and exchange instructions. Our company is located in the UK, and global orders must comply with UK laws and regulations.