Incorrect, missing or faulty items
If you discover a fault with the item(s) you have received, please contact us within 3 days of receipt (counting from the first day of system’s confirmed receipt) to start the returns/exchange procedure and we will do our best to resolve the issue.
Please state your order number, description of the item, photo of the item, name, contact number and recipient's address and email us at firstname.lastname@example.org.
Please return the goods within 3 days after received our email notification, otherwise it will not be processed.
No Returns or Exchange request will be accepted after the said period, or if the product tags or packaging have been removed or lost.
Exchanges/returns will be processed upon receipt of the respective item(s). Once we receive your package, we will evaluate the products before proceeding with exchanging or refunding your order. Acknowledgement of receipt will be sent to your email following the evaluation process, stating the outcome and whether the item is eligible for exchange or refund.
We do offer exchanges if you received a damaged, defective, or incorrect product, we will arrange to a replacement of the same style, size and colour, subject to availability. Where a replacement item is unavailable, refunds will be processed. Under these circumstances, the shipping cost for replacement where items are missing or for return shipment where an incorrect or faulty item has been received will be covered by ALLOVER (only for Hong Kong).
If the Company receives a return that cannot be accepted, the product shall be re-shipped to the customer at his/her sold cost.
Please note that items remain the responsibility of the customer until it is received by ALLOVER. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
Packages sent without first contacting us will not be accepted.
Conditions for Returns/Exchange
Please refer to the following criteria as a guideline only to our returns/exchange policy:
- Items must be in original condition with all tags and packaging intact. We will not accept any items that are not in this condition.
- Return is not allowed for the product(s) which has been washed, used, altered or tampered.
- Evaluation process may take up to 21 days from receipt.
- Upon dispute, ALLOVER reserves all rights to make final decisions for all returns cases.