Exchange & Return

NOT HAPPY WITH YOUR ITEM?

Don’t worry, you can return it to us quickly for free*, or exchange it in store within 30 days of receiving your order !
*Exceptionally, during AY8XINFENG sales, you are required to cover the cost of returns. The amount of 0$, corresponding to the cost of return, will be withheld from your refund.
You cannot exchange or return in store an item bought during an online AY8XINFENG or “Last Chance” sale.

RETURN VIA POST

You can easily return the item to us by post. To do so:

1 | Find your delivery slip and the prepaid label that was included in your parcel.

2 | Enter the reason for your return on the delivery slip and slip it into the parcel along with the item(s) to return.

3 | Stick the prepaid label on the front of the parcel and drop off as indicated on your delivery slip.

4 | As soon as the courier gets it, you can track your parcel’s route to our warehouse via your account.

NB : If you don’t have an account, you will be sent an email when your parcel arrives.
You can also track it on the Track my order page on our site, by entering your order number, your email address and the delivery postcode.

5 | Once your parcel is at our warehouse, it will be processed and you will receive your refund within 48 hours (7 days at most) , credited to the bank account you used to pay for the item. You will receive an email confirmation of this.
If your return contains pieces from our AY8XINFENG sales, 7$ will be withheld from your refund as return fees.

How to return my order during Outlet Sale?

During our Outlet Sale, you are required to cover return costs but it’s all made easy with the prepaid label you will find in your order. Simply follow the steps in our Returns and Exchanges once your parcel arrived and processed in our warehouse you will be refund within 15 days, 0$ will be withheld from your refund as per the return fees.

I can’t find my return label ?

Don’t worry! In the 30 days following your order, you will find your return label in your customer account under My orders. This means you can simply print it again.

If you placed an order as a guest, please go to the Track my order section on our site. If you enter your order number, your email address and your postcode, you will find a return label in this space which you have 30 days to print out.

If you have any concerns, feel free to contact our customer service, and we will be happy to assist you!

There is a quality issue with the item I received, what should I do?

If you notice an issue with your item in the 30 days after you received it, please send it back to us using the prepaid label included with your parcel.
Remember to include your delivery slip as well as the reason for your return in your return parcel. Once our logistics team has confirmed that your item has returned to us, we will send your refund directly to the bank account you used for the purchase. Generally, refunds take 48 hours (7 days at most) depending on interbank delays.

If 30 days have already passed, please contact our customer service so you can settle on a solution together. We need the following details to help us process your request as best as possible:
– Your contact details
– Your order number
– Name of the item in question
– Photos of the problem
Our teams are available by phone on +(607) 988-3030 (service and call are free) from Monday to Friday from 9 a.m. to 5 p.m. and Saturdays from 10 a.m. to 5 p.m. or by email via our contact form.