These terms and conditions set out the legal terms that apply to your use of our website http://www.twopercent.hk, any of its sub-domains and any other websites operated by us or on our behalf and any mobile device application or desktop application developed by us or on our behalf (together, the "Websites" and “Website” being a reference to any one of them) and the other services that we provide (the "Services").
This Application is provided by:
Two Percent Units 01/05/06/07 29/FL King Palace Plaza 52A Sha Tsui Road, Tsuen Wan Hong Kong
Two Percent Franciscusweg 219, 1216SE Hilversum The Netherlands
Owner contact email: [email protected]
Please read these Terms and Conditions carefully and make sure that you understand them before using the Services.
Please note that by using the Services, you agree to be bound by these Terms and Conditions. If you do not accept these Terms and Conditions, you will not be able to use the Services and you should leave the Website immediately. If you continue to use the Website or if you order products, we will take this as your acceptance of these Terms and Conditions.
Understanding these Terms and Conditions.
When certain words and phrases are used in these Terms and Conditions, they have specific meanings (these are known as 'defined terms'). You can identify these defined terms because they start with capital letters (even if they are not at the start of a sentence). Where a defined term is used, it has the meaning given to it in the section of the Terms and Conditions where it was defined (you can find these meanings by looking at the sentence where the defined term is included in brackets and speech marks). When we refer to "Two Percent", "we", "us" or "our", we mean Two Percent Hong Kong or, where relevant, it’s "Affiliates”. Where we refer to "you" or "your" we mean you, the person using the Services.
What the User should know at a glance.
Please note that some provisions in these Terms may only apply to certain categories of Users. In particular, certain provisions may only apply to Consumers or to those Users that do not qualify as Consumers. Such limitations are always explicitly mentioned within each affected clause. In the absence of any such mention, clauses apply to all Users.
Content on this Application.
Unless where otherwise specified or clearly recognizable, all content available on this Application is owned or provided by the Owner or it’s licensors. The Owner undertakes its utmost effort to ensure that the content provided on this Application infringes no applicable legal provisions or third-party rights. However, it may not always be possible to achieve such a result. In such cases, without prejudice to any legal prerogatives of Users to enforce their rights, Users are kindly asked to preferably report related complaints using the contact details provided in this document.
Rights regarding content on this Application - All rights reserved.
The Owner holds and reserves all intellectual property rights for any such content. Users may not therefore use such content in any way that is not necessary or implicit in the proper use of the Service. In particular, but without limitation, Users may not copy, download, share (beyond the limits set forth below), modify, translate, transform, publish, transmit, sell, sublicense, edit, transfer/assign to third parties or create derivative works from the content available on this Application, nor allow any third party to do so through the User or their device, even without the User's knowledge. Where explicitly stated on this Application, the User may download, copy and/or share some content available through this Application for its sole personal and non-commercial use and provided that the copyright attributions and all the other attributions requested by the Owner are correctly implemented. Any applicable statutory limitation or exception to copyright shall stay unaffected.
Access to external resources.
Through this Application Users may have access to external resources provided by third parties. Users acknowledge and accept that the Owner has no control over such resources and is therefore not responsible for their content and availability. Conditions applicable to any resources provided by third parties, including those applicable to any possible grant of rights in content, result from each such third parties’ terms and conditions or, in the absence of those, applicable statutory law.
This Application and the Service may only be used within the scope of what they are provided for, under these Terms and applicable law. Users are solely responsible for making sure that their use of this Application and/or the Service violates no applicable law, regulations or third-party rights. Therefore, the Owner reserves the right to take any appropriate measure to protect its legitimate interests including by denying Users access to this Application or the Service, terminating contracts, reporting any misconduct performed through this Application or the Service to the competent authorities – such as judicial or administrative authorities - whenever Users engage or are suspected to engage in any of the following activities: Violate laws, regulations and/or these Terms; infringe any thirdparty rights; considerably impair the Owner’s legitimate interests; offend the Owner or any third party.
Limitation of liability.
Disclaimer of Warranties.
This Application is provided strictly on an “as is” and “as available” basis. Use of the Service is at Users’ own risk. To the maximum extent permitted by applicable law, the Owner expressly disclaims all conditions, representations, and warranties — whether express, implied, statutory or otherwise, including, but not limited to, any implied warranty of merchantability, fitness for a particular purpose, or non-infringement of third-party rights. No advice or information, whether oral or written, obtained by user from owner or through the Service will create any warranty not expressly stated herein. Without limiting the foregoing, the Owner, its subsidiaries, affiliates, licensors, officers, directors, agents, co-branders, partners, suppliers and employees do not warrant that the content is accurate, reliable or correct; that the Service will meet Users’ requirements; that the Service will be available at any particular time or location, uninterrupted or secure; that any defects or errors will be corrected; or that the Service is free of viruses or other harmful components. Any content downloaded or otherwise obtained through the use of the Service is downloaded at users own risk and users shall be solely responsible for any damage to Users’ computer system or mobile device or loss of data that results from such download or Users’ use of the Service. The Owner does not warrant, endorse, guarantee, or assume responsibility for any product or service advertised or offered by a third party through the Service or any hyperlinked website or service, and the Owner shall not be a party to or in any way monitor any transaction between Users and third-party providers of products or services. The Service may become inaccessible or it may not function properly with Users’ web browser, mobile device, and/or operating system. The owner cannot be held liable for any perceived or actual damages arising from Service content, operation, or use of this Service. Hong Kong stautes, and other jurisdictions, do not allow the exclusion and limitations of certain implied warranties. The above exclusions may not apply to Users. This Agreement gives Users specific legal rights, and Users may also have other rights, which vary from state to state. The disclaimers and exclusions under this agreement shall not apply to the extent prohibited by applicable law.
Limitations of liability.
To the maximum extent permitted by applicable law, in no event shall the Owner, and its subsidiaries, affiliates, officers, directors, agents, co-branders, partners, suppliers and employees be liable for any indirect, punitive, incidental, special, consequential or exemplary damages, including without limitation damages for loss of profits, goodwill, use, data or other intangible losses, arising out of or relating to the use of, or inability to use, the Service; and any damage, loss or injury resulting from hacking, tampering or other unauthorized access or use of the Service or User account or the information contained therein; any errors, mistakes, or inaccuracies of content; personal injury or property damage, of any nature whatsoever, resulting from User access to or use of the Service; any unauthorized access to or use of the Owner’s secure servers and/or any and all personal information stored therein; any interruption or cessation of transmission to or from the Service; any bugs, viruses, trojan horses, or the like that may be transmitted to or through the Service; any errors or omissions in any content or for any loss or damage incurred as a result of the use of any content posted, emailed, transmitted, or otherwise made available through the Service; and/or the defamatory, offensive, or illegal conduct of any User or third party. In no event shall the Owner, and its subsidiaries, affiliates, officers, directors, agents, co-branders, partners, suppliers and employees be liable for any claims, proceedings, liabilities, obligations, damages, losses or costs in an amount exceeding the amount paid by User to the Owner hereunder in the preceding 12 months, or the period of duration of this agreement between the Owner and User, whichever is shorter. This limitation of liability section shall apply to the fullest extent permitted by law in the applicable jurisdiction whether the alleged liability is based on contract, tort, negligence, strict liability, or any other basis, even if company has been advised of the possibility of such damage. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages; therefore the above limitations or exclusions may not apply to User. The terms give User specific legal rights, and User may also have other rights, which vary from jurisdiction to jurisdiction. The disclaimers, exclusions, and limitations of liability under the terms shall not apply to the extent prohibited by applicable law.
The User agrees to defend, indemnify and hold the Owner and its subsidiaries, affiliates, officers, directors, agents, co-branders, partners, suppliers and employees harmless from and against any and all claims or demands, damages, obligations, losses, liabilities, costs or debt, and expenses, including, but not limited to, legal fees and expenses, arising from User’s use of and access to the Service, including any data or content transmitted or received by User; User’s violation of these terms, including, but not limited to, User’s breach of any of the representations and warranties set forth in these terms; User’s violation of any third-party rights, including, but not limited to, any right of privacy or intellectual property rights; User’s violation of any statutory law, rule, or regulation; any content that is submitted from User’s account, including third party access with User’s unique username, password or other security measure, if applicable, including, but not limited to, misleading, false, or inaccurate information; User’s willful misconduct; or statutory provision by User or its affiliates, officers, directors, agents, co-branders, partners, suppliers and employees to the extent allowed by applicable law.
No Waiver The Owner’s failure to assert any right or provision under these Terms shall not constitute a waiver of any such right or provision. No waiver shall be considered a further or continuing waiver of such term or any other term.
To ensure the best possible service level, the Owner reserves the right to interrupt the Service for maintenance, system updates or any other changes, informing the Users appropriately. Within the limits of law, the Owner may also decide to suspend or terminate the Service altogether. If the Service is terminated, the Owner will cooperate with Users to enable them to withdraw Personal Data or information in accordance with applicable law. Additionally, the Service might not be available due to reasons outside the Owner’s reasonable control, such as “force majeure” (eg. labor actions, infrastructural breakdowns or blackouts etc).
Users may not reproduce, duplicate, copy, sell, resell or exploit any portion of this Application and of its Service without the Owner’s express prior written permission, granted either directly or through a legitimate reselling program.
Intellectual property rights.
Without prejudice to any more specific provision of these Terms, any intellectual property rights, such as copyrights, trademark rights, patent rights and design rights related to this Application are the exclusive property of the Owner or its licensors and are subject to the protection granted by applicable laws or international treaties relating to intellectual property. All trademarks — nominal or figurative — and all other marks, trade names, service marks, word marks, illustrations, images, or logos appearing in connection with this Application are, and remain, the exclusive property of the Owner or its licensors and are subject to the protection granted by applicable laws or international treaties related to intellectual property.
Changes to these Terms.
The Owner reserves the right to amend or otherwise modify these Terms at any time. In such cases, the Owner will appropriately inform the User of these changes. Such changes will only affect the relationship with the User for the future. The continued use of the Service will signify the User’s acceptance of the revised Terms. If Users do not wish to be bound by the changes, they must stop using the Service. Failure to accept the revised Terms, may entitle either party to terminate the Agreement. The applicable previous version will govern the relationship prior to the User's acceptance. The User can obtain any previous version from the Owner. If required by applicable law, the Owner will specify the date by which the modified Terms will enter into force.
Assignment of contract.
The Owner reserves the right to transfer, assigns, dispose of by novation, or subcontract any or all rights or obligations under these Terms, taking the User’s legitimate interests into account. Provisions regarding changes of these Terms will apply accordingly. Users may not assign or transfer their rights or obligations under these Terms in any way, without the written permission of the Owner.
All communications relating to the use of this Application must be sent using the contact information stated in this document.
Should any provision of these Terms be deemed or become invalid or unenforceable under applicable law, the invalidity or unenforceability of such provision shall not affect the validity of the remaining provisions, which shall remain in full force and effect.
Should any provision of these Terms be or be deemed void, invalid or unenforceable, the parties shall do their best to find, in an amicable way, an agreement on valid and enforceable provisions thereby substituting the void, invalid or unenforceable parts.In case of failure to do so, the void, invalid or unenforceable provisions shall be replaced by the applicable statutory provisions, if so permitted or stated under the applicable law. Without prejudice to the above, the nullity, invalidity or the impossibility to enforce a particular provision of these Terms shall not nullify the entire Agreement, unless the severed provisions are essential to the Agreement, or of such importance that the parties would not have entered into the contract if they had known that the provision would not be valid, or in cases where the remaining provisions would translate into an unacceptable hardship on any of the parties.
These Terms are governed by the law of the place where the Owner is based, without regard to conflict of laws principles.
Venue of jurisdiction.
The exclusive competence to decide on any controversy resulting from or connected to these Terms lies with the courts of the place where the Owner is based, as displayed in the relevant section of this document.
We attempt to be as accurate as possible in the description of the products displayed on the Website. However, as the descriptions are based on information provided to us by the Partners (who remain responsible for them), we cannot guarantee that all details are always accurate, complete or error free. Please contact our Customer Service Advisors if you would like more information about a product. The images of the products on the Website are for illustrative purposes only, and although we attempt to display colors accurately, we cannot guarantee that your computer's display of the images accurately reflect the true color of the products. Two Percent guarantees that the Beauty products displayed on our site do not contain components that can cause risk to health, property or the environment.
The steps you need to take to place an order are explained in the "How to Order & Pay" section of our How to Shop page. By completing the checkout process and placing an order by clicking the "Place Order" button on the checkout page, you are offering to purchase the products from TWO PERCENT Your order for the products is subject to these Terms and Conditions. All orders are subject to availability and confirmation of the order price, which is determined by TWO PERCENT. After entering into the contract for the products with TWO PERCENT, we will be under a legal duty to supply you with goods that are in conformity with the contract. Legal title to the product purchased will pass to you upon your payment being accepted. Risk in the product will remain with TWO PERCENT (as applicable) until it is delivered to you at the address specified when you placed your order. To order products you must be over 18 years of age and possess a valid credit or debit card. By placing an order, you are promising that all details you provide are true and accurate, that you are over 18 years of age, that you are an authorized user of the credit or debit card used to place your order and that there are sufficient funds in the account to cover the cost of your order. The Website allows you to check your order and correct any errors before completing a purchase. Please take the time to read and check your order at each page of the order process as you are responsible for ensuring that the information you provide is accurate (for example, the correct products, quantities, size, color, etc.).
Formation of the contract.
When you place an order, you will receive an email confirming receipt of your order. This email is only an acknowledgement for information purposes and it does not constitute acceptance of your order by TWO PERCENT. The contract between you and TWO PERCENT in relation to the products will not be formed until we have checked that TWO PERCENT accepts your order. If your order is accepted, we will send you a confirmation email, which concludes the contract between you and TWO PERCENT. The confirmation email will include a description of the products purchased in the order and certain other information about your rights to cancel the contract between you and TWO PERCENT. Only those products listed in the dispatch confirmation email are included in the contract between you TWO PERCENT.
Prices Availability and Taxes.
Whilst we try and ensure that all details, descriptions and prices that appear on the Website are accurate, as this information is provided to us by our suppliers, there may be cases where errors occur. If we discover an error in the price of any products that you have ordered, we will inform you of this as soon as possible, give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for the products, you will receive a full refund as soon as possible. Depending on your delivery address, different taxation rules and additional charges may apply you may need to pay import duties upon receipt of the products. We will notify you during the checkout process if import duties are included or you may have to pay them upon receipt of the products. If they are not included, neither we have no control over these charges and we cannot advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included. Please contact your local customs office for further information and a “landed cost estimate” before placing your order. Please note that if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. By initiating a return, you agree to disclaim and assign exclusively to TWO PERCENT(and to the exclusion of any other party), any right to or interest in duty drawback you may have with respect to the returned item.
The estimated delivery date of the products will be stated in your order confirmation email. We supply delivery services to you and we will try to ensure that your order is delivered by the estimated delivery date if given, but there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible, but we will not be liable to you for any losses caused as a result of such delay. Delivery times may vary depending on the availability of the products and your delivery address. Delivery times are estimates only and cannot be guaranteed. The product(s) will be delivered to you so your order may arrive in multiple deliveries and at different times. In certain circumstances our delivery partner may leave your package outside or provide you with optional services when delivering your order, such as: (a) signature release: opting out of the requirement to provide a signature on delivery; (b) leave with neighbour, reception or security: re-directing the delivery to a neighbour, reception or security; (c) reschedule a new delivery date: selecting a delivery date that best suits you; (d) re-directing to a collection point: collecting your package from a collection point nearby. If our delivery partner leaves your package outside, or if you select any of the optional services (including through any default preferences you may have selected with our delivery partner separately) you acknowledge and agree that TWO PERCENT shall bear no responsibility or liability for any loss or damage that may result from delivering your order in that way.
There are restrictions on some products for certain international destinations, so please review the information on that page carefully before placing an order. If you purchase products for delivery to an international destination, your order may be subject to import duties and taxes which are applied when the package reaches that destination. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you breach any such laws.
Returns and Cancellations.
Please see our Returns & Refunds Policy for information on returns, and our Free Returns service. For further information on cancelling your order under the CCRs, please see below. Please note that in certain cases TWO PERCENT may reject your return.
Cancelling under the Consumer Contracts Regulations.
Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs") or equivalent consumer legislation. This means that, during a certain cancellation period, if you change your mind or for any other reason you decide you do not want to keep the purchased products, you can notify us of your decision to cancel the order. Once the products are returned TWOPERCENT you will receive a full refund, including the original delivery costs; however you will be liable to arrange and cover the full cost of returning the order to the Partner. Please note, our Free Returns service (see Returns & Refund Policy) is not available for orders cancelled under the CCRs. How to cancel under the CCRs: Except in relation to certain types of products as set out in the Returns Policy, you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the products ("cooling-off period").
To cancel a contract, you must clearly inform us, preferably:
• By telephone, giving us your name, address and order reference; or
• By completing and returning the cancellation form and sending it to the address set out in the form.
If you cancel an order (or part of an order) during the cooling off period, you must return the product(s) within 14 days after the day
on which you notify us of the cancellation, and ensure the item(s) comply with the conditions of our Returns Policy. If you cancel a contract between us within the 14-day cooling-off period, we will process the refund due to you as soon as possible. In any case your refund will be completed within 14 days after the day on which the Partner received your return, or if earlier, the day on which we receive evidence that you have returned the product(s) to the relevant Partner’s address. You will have to bear the full cost of returning the product(s) to the Partner.
By using the Website, you consent and you warrant that all data provided by you is accurate.
We are the owner or the licensee of all intellectual property rights in the Website and its content (such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations and software including the presentation and compilation of the same) ("Content"). The rights in the Website and the Content are protected by international copyright laws as well as by any relevant national law concerning copyright, authors' rights and database right laws. All such rights are reserved. You must not systematically extract and/or re-utilise parts of the Website or the Content. In particular, you must not use any data mining, robots, or similar data gathering and extraction tools to extract (whether once or many times) for re-utilisation any substantial parts of the Website. You must not create and/or publish your own database that features substantial parts of the Website (e.g. our prices and product listings) without our prior written consent. Except where expressly stated to the contrary, all persons (including their names and images), third party trademarks and images of third party products, services and/or locations featured on the Website are in no way associated, linked or affiliated with us. Any trademarks/names featured on the Website are owned by the respective trademark owners.
Ethical Sourcing Policy.
As a reputable and trusted business committed to offering its customers high quality products, we recognise our obligation to ensure that all suppliers are operating ethically. We expect all suppliers to consistently provide an environment which protects their employees' health and safety and basic human rights. All suppliers are expected to comply with their national employment laws and regulations with particular regard to: minimum age of employment, freely chosen employment, health and safety, freedom of association and the right to collective bargaining, no discrimination, no harsh or inhumane treatment, working hours, rates of pay and terms of employment. We will never knowingly allow a supplier to offer its products on the Website if such products are sourced from countries which are in breach of these principles. We also look to suppliers to instil these principles when dealing with their own supplier base. Because of the sometimes complex nature of the Partners suppliers' supply chain, it is not always possible to monitor and control the conditions of each individual involved in the production of the products. However, as we continue to grow, we recognise the importance of being proactive and doing everything within our power to support the rights of those involved in the manufacture of the products. In order to address the changing needs of our customers, TWO PERCENT will stop listing products made from fur and endangered species on its Website by 31 December 2019. After this date, there will no longer be any products made from fur or endangered species available on the Website. Fur products are defined as products made entirely from furs or made with fur trims. We also require all exotic skin products listed to have CITES certification and will not allow the listing of exotic skin unless permitted according to CITES (the Convention on International Trade in Endangered Species of Wild Fauna and Flora) and IUCN (International Union for Conservation of Nature).
The TWO PERCENT Kidswear product safety policy sets out guidelines to highlight the types of products that Suppliers might be restricted to sell via the Two Percent platform due to product safety restrictions. Our policy states that suppliers should seek regular independent advice and assurances from the brand/manufacturer/importer from whom the product is purchased to determine whether the goods are permitted to be sold into the country and where applicable, the state, in which the buyer is located. While we work closely with TWO PERCENT, it is our SUPPLIERS’s responsibility to ensure that the goods they sell comply with all applicable product laws and regulations, such as Flammability Standards, Certificates of Compliance and Tracking Labels. Our Customer Service Advisors can liaise with the relevant Supplier if you require additional information.
'Final Sale' items are not subject to TWO PERCENT's standard return policy and may not be returned. Any return or refund of 'Final Sale' items purchased from TWO PERCENT.HK are made at TWO PERCENT’S absolute and sole discretion, subject to applicable laws.
Other important information.
Severability - Each of the sections and paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections and paragraphs will remain in full force and effect. Waiver - If you breach these Terms and Conditions and we take no action, or if we delay in taking action, that does not mean that we have waived our rights and we will still be entitled to use our rights and remedies. If we do waive a breach by you, we will only do so in writing (signed by one of our Directors), and that will not mean that we will automatically waive any later breach by you. Entire agreement - These Terms and Conditions constitute the entire agreement between you and us and they supersede any and all earlier agreements between you and us. Events outside of our control - We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations to you if such failure or delay is caused by an event outside of our control. An event outside of our control means any act or event beyond our reasonable control such as act(s) of God, wars, terrorist attacks, embargos, riots, strikes, lock-outs, trade disputes, fires, floods, earthquakes or other natural disasters, break-down, inclement weather, interruption of transport, Government action or failure of public or private telecommunications or transport networks. If such an event takes place and it affects the performance of our obligations to you: (i) we will contact you as soon as reasonably possible to notify you; and (ii) our obligations to you will be suspended for the duration of the event. Where the event affects delivery of products to you, we will contact you to arrange a new delivery date after the event is over. Complaints - We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.
Governing Law and Jurisdiction.
Anything related to your order, use of the Websites or these Terms and Conditions are governed by Laws of Hong Kong. The courts of Hong Kong shall have the exclusive jurisdiction over any dispute or claim relating to these Terms and Conditions.
Returned items must comply with our returns policy:
§ Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
§ Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
§ When trying on footwear, please take care not to mark the soles or damage the shoe box.
§ If an item has a TWO PERCENT security tag or brand tag attached, it must be returned with the tag in its original position. § Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
§ Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
§ Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
§ Face masks must be returned unworn in their original, unopened and undamaged product packaging.
§ Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
Once your return has been received and accepted by us, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’. If you are eligible, we may be able to issue your refund as TWO PERCENT credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.
How to Return.
As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet. We recommend you return your items using the packaging your order arrived in. If you're unable to do this, please find a suitable alternative. Make sure any designer boxes or cases that came with your order are also protected within your returns packaging. If you return your item without protecting the designer boxes or cases that came with your order, you may not receive your refund.
Booking your return is free and easy. Here's what you need to do:
1. Go to Orders & Returns if you have an account.
2. Find the order you want to return and click return item(s).
3. Select each item and your reason for returning.
4. Place each item you're returning with any designer boxes or cases that came with your order inside the ORIGINAL packaging
5. Prepare your package by attaching your Return Label and Return Note to the outside of your ORIGINAL packaging. Make sure the Return Label is visible as this will need to be scanned by the courier.
6. Give the Waybill Doc to the courier. To track the return of your order, make a note of the Waybill Number.
We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.
Extra information for EU Customer only
laid out in EU in respect of Returns and warranty these only apply to EU residents otherwise our standard terms and conditions are applicable