1.Receive a faulty item?
We’re really sorry to hear this! In the unlikely event that you’ve received a faulty item, please send an email to firstname.lastname@example.org immediately with the following information:
- Your order number
- Which item is damaged
- Photographic evidence’;
- Photo of the storage box
Please do not return any damaged goods unless advised to do so by a member of our support team, this may result in a slower resolution time. All products must be in good condition and not affect our secondary sales in order to be returned. Goods cannot be returned if there is a missing quantity of product, a damaged box, etc. that affects secondary sales.
If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support!
All claims for parcels arriving damaged must be made within 7 days of the delivery date.
2. How can I exchange my item?
If you find that the type does not fit and want to exchange it after receiving the item, please send an email to email@example.com with the following information:
- Your order number
- Which item do you want a type of exchange
- Photo of the Storage box
Please note that items cannot be exchanged if they have been used in any way that results in a product in a quantity that does not match the product description, a storage box that is damaged, or other conditions that affect secondary sales.
The customer will be required to cover any costs involved in order to exchange your goods. We are not the couriers and cannot be held liable for any costs which are incurred in using their services.
All claims for type exchange must be made within 7 days of the delivery date.
3. I entered the wrong item/shipping address. What do I do?
We can change your item/shipping address before the item ships. Just email firstname.lastname@example.org immediately with the following information:
- Order number
- Wrong item name/shipping address
- Correct item name/shipping address
We are unable to make any changes or amendments to your order if your order shipped.
REFUNDS: Please note that we do not issue refunds for non-faulty items. However, we will process each return on a case-by-case basis and orders that are eligible for a refund. Refunds will be made within 7 business days of our overseas warehouse receiving your returned item and confirming all details. Refunds will be returned to your original payment account.
Unfortunately, due to current situations, your refund will require an additional 3-5 days to process. Thank you for your patience and understanding.
4. When the product is incorrect, damaged by the carrier, or defective in another way, who will take responsibility for the freight?
1. If you accidentally bought the wrong product, please contact us within 24 hours to cancel the order.
2. If the product we shipped to you does not match the item you actually bought, is damaged by the carrier, or is defective in another way, you can return the product to us within 7 days, Foliv will ship a new product to you after we have received your incorrect products within 7 days ship the new or right product to you for free.
5. Where should I send back the item?
Please contact email@example.com to get the return address.