What is your return policy?
We currently offer free returns and exchanges for customers in Hong Kong only, and can be applied once per order. For all other countries, please email us at firstname.lastname@example.org.
You have 7 days from your order date to request a return. Once you have requested a return, you have 7 days to ship your item(s).
Any return will be eligible for store credit only. No returns will be accepted without a return authorization. A return authorization is created when your return request is approved. To request a return authorization, please complete the following form.
All items must have their original tags attached and be unworn and unwashed. For hygienic reasons, we do not accept any returns or exchanges for any items that are found to have any animal hair on them.
We only accept returns and exchanges for items purchased through our webshop at www.felosophie.hk. We are not able to accept returns for items purchased through 3rd party retailers, studios or stores. We recommend initiating a return with the retailer you purchased them from. They should be able to help you further.
All items are returnable, with the exception of items marked final sale, bags, and hair accessories.
We reserve the right to return any item that does not comply with our return policy.
How long does it take to process a return?
Once your return has been shipped back to us, please allow up to 14 days for the return to be processed at our distribution center.
Your store credit will be available via email for immediate use as soon as the return is processed.
Can I return an item in person?
If you’re dissatisfied with your purchase for any reason, simply bring the product to our location. The best part? You don’t have to pack or ship a thing. Accepted product will be refunded on-site immediately, without ever stepping foot in a post office.
Bring your order number along with the product(s) you’d like to return. Returns will be processed immediately on-site, and can be issued as store credit.
What should I do if I received a damaged/defective product?
We take pride in the excellence of the quality of our brands and work hard to ensure all items are sent out in perfect condition.
However, if you have a query about a faulty or damaged item, please send an email to email@example.com, and we will try our best to help.
In the body of the email please include your order number, a picture of the damage and a short description of the issue.
Do you offer exchanges?
Yes for local Hong Kong orders. Unfortunately we do not offer exchanges for International Delivery. All returned items from International Customers will be refunded via store credit once they have been received by our warehouse in their original condition.
For local Hong Kong orders, we can only offer size exchanges for the same style and color, as long as the item is in stock. Please contact firstname.lastname@example.org to process an exchange. If you would like to order a different style or color, you would need to process a return and then place a new order for your desired item.