EXCHANGES & RETURNS

 

Due to the global impact of COVID-19 on our customers, we have enhanced our returns policy so all customers now have 28 days from the date of delivery to make a return to qualify for a cash refund and 45 days to qualify for store credit.

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We do everything we can to ensure you will be happy with your order - but if you for any reason need to make a return we have made some simple steps below:

If you're not happy or satisfied with an item in your order, you may send it back to us within 14 days from when you received the order for a refund/store-credit -  you can download a form >HERE<

Please contact our customer service team before returning any item(s) to us.

- Returns must be in their original condition and in their original packaging, unworn, unwashed and complete with their original labels and tags. Any promotional items included free of charge must also be returned shall the order be returned in full - or charged against any refund or credit.

- Only items/orders purchased on the HK store can be returned to the HK warehouse.

- If sending items back from outside of HK, make sure to declare items as returned goods, clearly state 'H.K. RETURNED GOODS' on any parcel. Any duties on returned goods will remain the responsibility of the customer.

For any items returned that were part of a multi-buy promotion such as Buy One Get One Half Price, Buy One Get One Free, 3 for 2, or similar - the refund value of returned products will be calculated based on the promotional savings of any items not returned, and therefore may not equate to the full value of the item(s) specifically being returned.

- Swim/Bodysuits, Intimates & Earrings are not returnable, due to hygienic restrictions.

- Shipping fees will not be credited.

- Sale items or items purchased during flash sales will be given store-credit.

- Lucky Dip items cannot be exchanged nor returned.

- Gift Cards are non returnable, and do not qualify for a refund.

The customer is liable for the return shipping costs, unless an item been received in error, is damaged or defective. Standard mail/airmail costs will be reimbursed only. Always retain proof of postage.

For orders where customers have opted for FREE SHIPPING and a refund is requested, a Shipping Fee which will be deducted from the refund/ credit amount.

Please allow up to 10-14 business days for us to process your returned item/s. We always aim to be faster.

We reserve the rights to refuse a refund or credit for items that are not in a re-sellable condition - regardless of the presence of original tags and whether the item was worn or not, refunds will not be issued for items that we determine cannot be resold. We may make such determination based on a variety of factors including, but not limited to; the appearance, smell, and/or general condition of the item when it's returned to us. The return teams decision is final.

*Standard mail/airmail costs will be reimbursed only. 

Orders returned to sender/refused by the receiver:

- Any order(s) returned to sender due to customer error / failure to collect will require new shipping to be purchased to allow the order to be re-shipped or alternatively can be refunded less the cost of initial shipping. If an order qualified for free shipping the cost of this shipping will be deducted from any refund.

- You are personally responsible for any import duty/tax that may be applied to an order outside of Hong Kong. This isn't a shipping charge, but a legal requirement decided by the governing law where you live. Any orders abandoned/refused by customers due these charges will be liable for all costs of shipping the order back - including the original cost of the shipping.

Need any help? Email support-hk@killstar.com for assistance.