All items from the Final Sale collection, Gift Bags & Card Sets, as well as Saros & Senses e-gift cards, are not eligible for exchange or return.
For international orders placed during site-wide promotions, direct exchanges are not available. Thank you for your understanding! However, if you need to return an item, we will be happy to assist you in processing the return and issuing a voucher, which can be used for future purchases.
For returns of Bundles, Sets, or Starter Kits, the entire set must be returned as a whole in order to process the return smoothly.

Taxes, duties, and shipping costs are non-refundable in all countries.
Returning or Exchanging Damaged or Defective Items: You must attach a picture that clearly shows the damaged/defective item(s) and describe the issue(s) with the product. If you are unable to provide a picture, please let us know, and we will be happy to assist you.

How to Initiate a Return: Please visit our Online Self-Serve Returns Portal and follow the provided steps.

Product Complaints, Wrong Items, or Other Inquiries: Please contact our customer support team. These requests cannot be processed through the Returns Portal.

Note: Only orders placed after October 15, 2024, can be processed through the Self-Serve Returns Portal. For earlier orders, please contact customer service for assistance.

Direct Exchanges:
We offer direct exchanges for U.S. orders. You may return your item using our provided prepaid return label or your own preferred shipping method. You will be responsible for the return shipping costs, but we will cover the shipping costs to send the new item(s) back to you.

Process:
Once your exchange or return request is confirmed, return the item(s) following the instructions provided. After we receive the item(s), an exchange order will be created for you.

Prepaid Labels:
We offer the option to use return labels from our platform. If your account balance is sufficient, the return label fee will be automatically deducted from your order balance. If your balance is insufficient, we will send you an invoice for the label fee, which you can pay separately.

How to Initiate a Return:
Please contact our customer support team and select "Exchange" or "Return" as the subject.

We will provide you with the return address and instructions. The return order number should be clearly written on the label or the outside of the box.

Prepaid Labels:
You may use the prepaid return label we provide, or you can choose your preferred shipping method. You will be responsible for the return shipping costs. However, if you choose to exchange the item, we will cover the shipping costs to send the new item(s) back to you. Please note that direct exchanges are only available for full-priced items.

International taxes, duties, and shipping costs are non-refundable.

Once we provide the return address, please return the item(s) within seven (7) working days. Items returned after seven days will not be eligible for exchange or refund.

Once your package arrives at our facility, it usually takes 7 days (in rare cases, it may take up to 14 days) to process your request. During this period, our warehouse staff will verify and account for everything you have sent to us.

Once we receive confirmation from our warehouse, we’ll contact you via email to confirm that your return has been received and the process is complete. For returns and exchanges submitted through our Self-Serve Return Portal, you will receive automated email updates at each step of the process.

Note:
To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. If you return a damaged or defective item, only a partial refund will be issued. Please note that Saros & Senses e-gift cards are non-refundable. Additionally, taxes, duties, and shipping costs are non-refundable in all countries.