Sometimes, packages are returned to us by post office as undeliverable. This often means that attempts were made to deliver package when recipient was not home and the packages was unclaimed. This also occurs when the recipient refuse to complete the due payment of customs charges.
We will not charge you the return postage or any extra fee, but we will be able to reimburse you by crediting your customer account with Rewards Points equivalent in value to the total price of items returned. This is because partial refund is not possible for Debit Card / Credit Card payment. This also applies in case the payment method is Alipay, International Postal Money Order or Cash. However, in case of PayPal, we will issue a refund for the total price of items.
Items that have been returned to us as undeliverable will be restocked immediately, and we are not able to ship them again. If you would still like to purchase the items, please place your order online again.
Important Notes About FedEx and DHL
In order to speed up the customs clearance, FedEx and DHL normally pay the customs fees upfront on your behalf, and then collect it from you when they deliver your package. If you refuse to accept the delivery of your order for any reason, the package will be confiscated by the customs officials. In that case, refund will not be possible. Even if we manage to get the package back, we will not be able to offer a full refund. This is because they are unable to get reimbursed from your government for any amount they paid upfront, and these fees will be billed on us, along with the return postage. If that happens, the amount we will be able to reimburse you is: Item Price Subtotal - Customs Fees - Return Postage. Make sure to read about Customs Duties and Import VAT for details.
If your order contains any Proxy Item, the only available option is to resend the item. This is because it will not be possible to return the item to the online shop you requested us to order it from. Please note that in case of resend, it will be necessary for us to bill you for the postage.