Returns & Refunds

At Softiehkonline, we want you to be completely satisfied with your purchase. If you are not satisfied with your product or if there is an issue with your order, please review our returns and refund policy below.

1. Return Eligibility:

• You may return items within 30 days of receiving your order.
• Items must be unused, unwashed, and in their original packaging with all tags attached to be eligible for a return.
• Sale or clearance items are non-refundable, unless they arrive damaged or defective.

2. How to Initiate a Return:

To start a return, please contact us at [your email] or call us at +852 2722 5177 with your order number and reason for the return. We will provide instructions on how to return the item(s) to us.

3. Return Shipping:

• Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
• We recommend using a trackable shipping service to return your items, as we cannot be responsible for lost or missing returns.

4. Refund Process:

• Once your return is received and inspected, we will notify you by email about the approval or rejection of your refund.
• If approved, your refund will be processed, and the original payment method will be credited within 7-10 business days.

5. Damaged or Defective Items:

If you receive a damaged or defective item, please contact us within 48 hours of delivery at [your email] with photos and a description of the issue. We will arrange for a replacement or a full refund, including shipping fees.

6. Exchanges:

We currently do not offer direct exchanges. If you wish to exchange an item, you will need to return the original product and place a new order for the replacement item.

7. Non-Returnable Items:

• Gift cards
• Custom or personalized items
• Items marked as final sale or clearance

8. Shipping Policy:

• Free Shipping: We offer free shipping on all orders over $35.
• Shipping Fee for Orders Under $35: Orders under $35 will incur a flat shipping fee of $6.99.

Contact Information:

If you have any questions regarding our returns or refund policy, please feel free to contact us:

• Email:@softiehkonline.com
• Phone: +852 2722 5177
• Address: G/Fl, 115 Wing Lok Street, Sheung Wan, Hong Kong