Incorrect or Defective Item

1. I received a defective/incorrect item, what should I do?

We are very sorry to hear that! Please drop us an e-mail with the following details:

Your order number
The matter of the issue (e.g incorrect/defective item)
The SKU code found on the product tag or product packaging.
Unboxing videos (compulsory for luxury products)

2. How to create an unboxing video if I received a defect/incorrect product?

An unboxing video is the video recording of your opening and evaluating the item(s) within the package(s) you received upon delivery. It will able to provide us with proof of defects, damaged, or missing items in order to speed up your return and refund process.

What you need:

The video needs to be clear without any edits or pauses.
Ensure the parcel has not been tampered with before your start the recording.
The file upload does not exceed 25MB when submitting it in to us.

Here are the steps to follow to take an unboxing video:

After receiving the package, first, check that the packaging has not been tampered.
Begin recording your video before unboxing the package. You should start your recording by showing the AWB on your package. It will help us identify the state of the initial package before you open it.
Then proceed to open the package. Keep in mind that pausing is not allowed.
Carefully remove the product and check thoroughly for any unwanted marks or defects.
- If the part you received is damaged/defective, please focus on the part that was damaged/defective.
- If the item you received is wrong, please show us the item tag and the item you received.
- If there are some items missing from your order, please show us the full list items you received including the item tag.