1. Return Eligibility
We accept returns within 30 days from the delivery date for unworn, unaltered trench coats in their original condition. All items must have original tags attached and be returned in their original packaging with any accompanying accessories. Proof of purchase (order number) is required for all returns. We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
For quality assurance reasons, the following items cannot be returned:
- Final sale items clearly marked during purchase
- Personalized or custom-made trench coats
- Items without original tags or packaging
- Products showing signs of wear, alteration, or damage
- Coats that have been cleaned or otherwise processed
3. Return Process
To initiate a return, please follow these steps:
- Contact our customer service at [email protected] for a Return Authorization (RA) number
- Complete the return form included with your original order
- Securely pack the trench coat in its original packaging with all tags attached
- Clearly mark the RA number on the outside of the package
- Ship to our designated Hong Kong return address provided with your RA number
4. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- Receipt of an incorrect item
- Discovery of a manufacturing defect
- Our error in order processing
In such cases, we will provide a prepaid shipping label or reimburse reasonable shipping costs.
5. Refund Processing
Once we receive your returned trench coat, it undergoes quality inspection within 3-5 business days. Approved refunds are processed within 10 business days via the original payment method. Processing times vary: credit cards (5-10 days), PayPal (3-5 days), bank transfers (7-14 days). Store credit option available with 15% bonus value.
6. Exchange Policy
We offer exchanges for:
- Size exchanges subject to availability
- Color exchanges subject to availability
- Defective item replacements
Contact customer service before returning items to confirm exchange availability.
7. Damaged or Defective Items
If you receive a damaged or defective trench coat:
- Notify us within 48 hours of delivery
- Provide clear photographs showing the issue
- We will arrange free return shipping
- Choose between replacement or full refund
8. Quality Inspection
All returned trench coats undergo thorough quality inspection. Items not meeting our return criteria will be returned to you at your expense. We maintain the right to determine whether returned items meet our conditions for acceptance.
9. International Returns
International customers should:
- Include all necessary customs documentation
- Mark packages as “Returned Goods”
- Use trackable shipping methods
- Note that original and return shipping costs are non-refundable
10. Contact Information
For return-related inquiries:
Email: [email protected]
Response Time: Within 24 business hours
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM HKT