Return Policy
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hellothongy@outlook.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Cost of the return label is the customer responsibility.
You can always contact us for any return question at hellothongy@outlook.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you have received an incorrect customization, you are eligible for a free replacement at no extra cost. Simply contact us at hellothongy@outlook.com to initiate the replacement process for the incorrect items. While such occurrences are rare, it is inevitable for our workers to occasionally misspell or omit a word. We apologize if this has happened to you and kindly request that you reach out to us for assistance.
If the order fails to deliver successfully due to an error in the address by the customer, a replacement will not be sent without payment of the shipping fee by the customer.
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hellothongy@outlook.com.