RETURN POLICY 

To avoid additional return fees, please wait for your entire order to arrive before initiating a return. We accept returns of unworn, unwashed, and undamaged items within 7 days after your last

We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.

 Returnable items

Items that can be returned/refunded or exchanged  follow the criteria as below:

1. Faulty items damaged/broken, or soiled upon arrival.

2. Items received in the incorrect size/color.

Note: Items that can be returned/refunded within 7 days of receiving must follow the criteria as below:

      . Items are in the original packing with tags.

      . Items are in brand new condition: unwashed, unworn, unused, and unaltered.

  • We will not refund any items that are worn, damaged, stained, scented, washed, or altered in any way. All items must have tags.
  • We will not refund any Final Sale, Accessories, life style, lingerie or Intimate items (bras, panties, socks, yoga mats).
  • All items 50% off or more are Final Sale.
  • We will not refund any items that are sent back without filing a return request. 
  • If an item is returned to us damaged, worn or in an unsuitable condition, you will not be refunded.
  • HeSheBuy reserves the right to refuse any compromised items affected by the individual factors mentioned above. In some cases, HeSheBuy might charge a cleaning/restocking fee.
  • Returns are for U.S. domestic orders in 48 states (not including Alaska, Virgin Islands, Puerto Rico or Hawaii).
  • For our Activewear and Sleepwear collections, we ask you to keep undergarments on when trying on your lovely, new purchase.
  • In the event that you make a purchase during a promotion where the total discount you received is dependent on the total cost of the order (ex. Buy More, Save More Sale) and you wish to return the item(s), the discount you qualified for is subject to change to a lower discount as dictated by the promotion. A refund will then be recalculated according to promotional terms.
  •  You can ship through your preferred courier at your own expense.

 *Please note that the shipping fee for your original order is nonrefundable.

 Return Conditions

For items with no quality issue, please understand that we will not be responsible for the return shipping cost. All return requests must be authorized by our customer service team before shipping to our returned address

 Non-Returnable Items

We cannot accept returns under the following conditions:

1. Items outside the warranty time-frame.

2. Washed, worn, used, tag-removed, or misused items.

3. Items under the following categories are non-returnable for customer's reason:

4.Customer's Reason: no longer needed, bought by mistake, not as expected, changed mind, etc.

Before Making a Return Request

 For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.

 If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

 If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation.  Details for customer's personal reason:

 * Wrong address/no consignee

* Invalid contact information/ no answer to the delivery calls & emails

* Customer refuses to accept package/pay tax fee/ complete customs clearance

* Didn't collect package by the deadline

 Before Making a Return Request

For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.

If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation.  Details for customer's personal reason:

* Wrong address/no consignee

* Invalid contact information/ no answer to the delivery calls & emails

* Customer refuses to accept package/pay tax fee/ complete customs clearance

* Didn't collect package by the deadline

 Return address & refunds

Return address:  Please always submit a" Return or Exchange "Ticket to customer service first to obtain the return address. Please DON'T return your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.

Refunds: The refund will be issued to your HeSheBuy Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable. 

  Note:

If you want to return the product, please confirm that you've received your package, by clicking "Order Received". Then submit a "Return or Exchange" Ticket with supportive proof(photos or videos). We do not provide Return Label service. Please contact our customer service for guidance. After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status, and the proof you provided.

 We are also not liable for any after-sales issues that have been mishandled without any prior approval from HeSheBuy. We also require justifications for every claim, such as photo-taking, video proof, etc.

 Defective Product

If you have quality issue to report, you can contact our customer care team within 7 business days of receiving your product and we will assist you with the return and refund process.

 Responsibility

  • Returned items are the responsibility of the customer until we receive them. Please make sure they're packed properly so as to avoid any damage in transit.
  • As the parcel remains your responsibility until it arrives, be sure to get proof of postage in case you need to contact us about your return. We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you'd like them returned to you, we may ask you to cover the delivery cost.
  • We are not able to refund any tax or duty charged by customs border office.

Trackable Packages Inquiry Period

 Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn't receive, please contact customer service within the required period. Thank you for your cooperation:

 * Expedited Express: 30 days from the shipped day

* Expedited Postal/Priority Line/Economy Air: 60 days from the shipped day

* Postal service - tracking: 90 days from the shipped day

 Package Delivery Follow-Up & Review Invitation

 We'll send a delivery follow-up email to you after a certain shipping period and invite you to share the shopping experience.

* Hope you enjoyed our service. You're welcome to confirm the delivery and write reviews to win shopping rewards. (Our system will auto-confirm the delivery if no update comes from your side.)

* If you haven't received the package yet, please contact Customer service for help.

 Return/Cancellation Policy for Customized Products

 Statement of Delivery Time

All dresses (including Standard size ones) are handmade by tailors once the payment is confirmed. Normally, tailors take 7-19 business days to make it from scratch and delivery it to our warehouse.  Then we’ll ship it out to you, the shipping time differs by shipping methods.

You can check the “Tailoring time” and “Shipping Time” on the product page.

For example:

Tailoring and processing time: 7-19 business days .

If you choose Expedited Express to ship, shipping time is about 4-7 business days (6~9 calendar days).

 Statement of Size

Please measure your body and choose the size according to your exact measurements. (Our size may be different from your local size).

How to Measure

Measurement tips for the perfect fit:

Get measured before placing an order: We strongly suggest you have your measurements taken first by a professional tailor or measure yourself by following the mea sure guide below.

Measurement requirements: Make sure you take your measurements barefoot. Do not measure over clothing except undergarments.

 Cancellation Policy 

  Your order cannot be canceled after it has been sent!

Return Policy

Your satisfaction is very important to us. It is recommended that you check the product status first after the package arrives to ensure that it meets your order requirements. Please try on your clothes as soon as possible without changing, washing, or removing labels. 

1.Specific policies

If your item is defective, damaged, or improperly transported, you are eligible for a full refund. Please contact our customer service within 3 days of the order being received. We require justifications for every claim, such as photo-taking, video proof, etc.

Since all products (including standard sizes) are made to order, we could not accept the return of these items for customer’s personal reasons. If you have any questions or wish to return any or part of the products in the order, please contact our customer service within 3 days of the order being received and attach a picture to explain the reason for your return.

*Customer's Reason: no longer needed, bought by mistake, not as expected, changed mind, etc

After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status, and the proof you provided. We will not be able to process returns without our prior knowledge.

2.Return requirements

  2.1Dimensional deviation

Since all our dresses are hand-sewn and customized, the finished dress may have a size deviation in any direction of the specified size. If the size of your dress is in line with your order specifications, the deviation of the bust and waist circumference is within 3CM, The hip deviation is within 5CM, which belongs to the normal size range of customized dresses. In the case of exceeding this standard, please contact our customer service for guidance with supportive proof(photos or videos).

    2.2 Color mismatch

Due to the difference in the screen resolution of computers or other devices, chromatic aberration is normal. A slight chromatic aberration may not mean that the dress is defective or the wrong item is sent. However, if you are sure that the color of the product you received is wrong, please contact customer service.

    2.3 Buy a lot of pieces but keep only one

Since all products (including standard sizes) are made to order, we cannot accept returns of "buy many but keep only one". Our customer service team may refuse refund requests for this purpose.

If you return more than 2 items (including the same product or style, ordering multiple sizes or colors at once), you will need to pay 50% of the purchase fee.

3.Exchange policy

We currently do not provide any product exchange services. Because all items are made to order, we do not have ready-made dresses or products that can be used to exchange your returned items.

 4.Attention

If the return is unacceptable, we have the right not to process the refund.

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