We understand that when you cannot touch, see or try on something, you are taking a chance. It is our objective to make sure that your online fashion shopping with us is a truly enjoyable one.
We hope that you will be happy with your purchase. However, if after receiving an item and you are not in love with it, be it the size does not fit, the colour is not right or it is not quite your style, just return the item to us.
Any qualified returns will be issued with Joy Credits. The Joy Credits will be valid for a period of 12 months from the date of issue.
Faulty/Wrong Item Sent:
We do our best to provide the highest quality products and the best service to our shoppers. We sincerely apologise if in a rare event should you receive a faulty product, or wrong product/size/colour, please email firstname.lastname@example.org with pictures (in .jpg format) and with your contact details and transaction number and we will get in touch with you the soonest possible for further instructions. Please notify us within 6 working days upon our despatch of the item. We are sorry that we will not entertain any request for exchange of the faulty/wrong item should we receive the notification later than this time frame.
We take no responsibility for damages caused by mishandling of products during laundry. We advise that you refer to our Garment Care section for washing instructions.
There may be a 0.5” to 0.8” difference in our given measurements and such variances are NOT considered as a defect.
Loose threads and removable stains are not considered as defects.
While we do our best in our product descriptions, material and quality issues are subjective and may be different from your expectation.
Steps for Return:
Email your name, contact number, Name of Item to be returned, Order Number and the reason for return to email@example.com. We will advise you accordingly upon receiving your email.
- 1) Pack the item together with all original parts or accessories (if any) and the original invoice securely in the original waterproof plastic packaging and return the item to us.
- 2) It is advisable for you to use a traceable delivery method. This is to protect you if the shipment is lost or damaged in transit. It is your responsibility to ensure that the item is returned to us to qualify for a return. Please note that the cost of the envelope/box and postage will not be refunded.
Email us to inform that you have sent out the parcel and the Tracking No.
Terms/Conditions for return:
- You MUST email to inform us about the return (Please refer to steps for return stated above). Please notify us of your intention to return the items or to exchange to another size within 6 working days upon our despatch of the item. We are sorry that we will not entertain any request for return should we receive the notification later than this time frame. Item must be returned and received by us within 10 working days (20 working days for
overseascustomer) from the date of our email notification to you informing you of the despatch.
Please refer to the following illustration:
We despatch your order to you
Must notify us by email if receive the faulty or wrong item or your intention to return the item
Return MUST reach us
- Item must be unworn/unwashed/unaltered with original product tag intact. As such, we advise you to exercise extreme care when trying on your purchase and make sure it is not stained with make-up, deodorant or perfume.
- For hygiene purposes, all accessories such as necklaces, earrings, stockings and undergarments are non-returnable.
- Items purchased during promotions and special offers are not returnable or exchangeable. Sales items are also non-returnable.
- Items with original parts or accessories not returned do not qualify for a return.
- Return shipping cost shall be borne by the customers other than wrong /faulty product sent. We do not reimburse shipping cost.
- Overseas customers will have to bear all shipping costs on both ways for all circumstances.
- We do not provide cash refunds for all returns. Our refunds are via Joy Credits
- Only one exchange/return is allowed per item and is final, further requests will not be entertained. This is also applicable to the item purchased using Joy Credits issued for a previous return.
- If there is any return from the qualifying order for Joy Privileged Membership (JPM), the nett order value after deducting the returns must meet the qualify purchase amount in order to maintain the membership status.
- Deliberate damage of the items such that it warrants an exchange / return will not be entertained.
- We will not be liable for any purchase of our merchandize from any third party and will not accede to any request for exchange/return.
Please allow up to 3 working days to process your return. It may take longer if we happen to be away on sourcing/buying trips or during peak seasons such as Christmas or Chinese New Year.
Once we receive your return package, we will inspect the item to determine if it qualifies for return. Once qualified, we will issue the Joy Credits into your account for your future purchase.
If any of the above terms & conditions are not fulfilled, we reserve all rights to turn down any return and shall not entertain further explanation for exchange or return.