How to initiate a return?
Step 1: You can initiate a return by sending an email to [email protected]. We will respond within 1-3 business days.
Step 2: Follow the return instructions provided by our service team and send back the item.
Step 3: Once our warehouse receives and approves your returned item, the refund will be processed to your payment account or credit card within 3-5 days (depending on your bank).
Note: Please do not send the returned item directly to the sender's address without contacting us first. We will reject return requests that have not been pre-approved by us.
Who covers the return shipping cost?
If the return is due to product quality issues or if you received the wrong item, My Store will cover the return shipping cost. If the return is for reasons other than quality issues, you will be responsible for the return shipping cost.
What is the return timeframe?
You can initiate a return within 7 days from the date you received the item without providing a reason. For items with quality issues, you can initiate a return within 60 days from the date you received the item.
What condition must items be in for a return and refund?
All items must be in good condition, unused, unworn, and include all parts and original labels/packaging.
Free gifts (excluding free stickers) must be in good condition, unused, unworn, and returned immediately.
For hygiene reasons, underwear, water bottles, hair accessories, socks, and masks cannot be returned.
When will I receive my refund?
Once our warehouse receives the returned item, conducts an inspection, and confirms that it meets the return policy, we will initiate the refund process.
Due to the high volume of items to process in the warehouse, it may take 1-3 days to process the returned item.
The refund will be returned to your payment account or credit card within 5 business days of us receiving the returned item, with the exact timing dependent on your bank.
If you haven't received the refund within 15 days after sending out the returned item, please contact us by emailing [email protected]