FAQs on delivery, return and exchange

Which countries do we ship to? 

1. We ship to most countries in the world.  The time (and costs) required for shipping to outside Hong Kong are up for customers' choices at checkout. 

2. Delivery to Hong Kong is free, and usually takes about 2 to 5 workings days.    

How does delivery work? 

1. Delivery is free for all Hong Kong orders, whether office or residential addresses.   From placing of orders to delivery will take about 2 to 5 working days.  

2. Orders from outside Hong Kong will require shipping costs, the available couriers and prices of which will be listed at checkout for customers to choose.  The shipping costs will be charged at checkout.    

3. Some orders for some countries may incur taxes and duties, which will be payable by customers directly to their countries' customs.   

How does exchange work? 

 1. There are two kinds of exchanges.

Exchanges for another item of a different price is to be proceeded by returning the item, and placing a new order.   

Exchanges for a different size or another item of the same price can be proceeded by returning the purchase to us, and notifying us of the size that is requested for.   

2. To make an exchange request, go to "Returns Center" at the footer of the website. Simply type in the email, and the order number, state a reason (optional).  If it is for a different size or another item of the same price, state in the note area the new item that is requested.  If it is to exchange for a different price item, simply return it, and then place a new order.      

3. Upon receipt of your submission of the return/exchange request, a confirming email will be sent to you.  When your request is approved and processed, another email will be sent to you.   For exchange of a different item of another price, we will refund the price to you upon receipt of your purchase, and you can place a new order.   For exchange of a same price item or a different size, we will send the requested item to you upon receipt of your return.  

How to make a return/exchange request? 

1. Go to the "Returns Center" at the footer of the website, type in your email and the order number; state the reason (optional). Upon submission of the request, we will send an email to you confirming the receipt of the request, and when the request is approved and is being processed, we will send another email confirming this to you.   When the return is received by us, we will arrange for a refund, and will notify you by email.  

How to arrange for sending back the purchase to Refined?  

1. Whether to exchange or to simply return the purchase, customers can send back the purchase by their own secured means after notification of the return/exchange request at the Returns Center, to:

 Tranquility Garment Design and Production House Co. Ltd. 6D, Centre Mark II, 313     Queens' Road Central, Hong Kong.

2. For Hong Kong office addresses and for exchanges for a different size or for a same price item, we additionally offer free collection of the purchase at the same office delivery address during normal office hours within 7 working days from notification of the return/exchange request.    We will at the same time deliver the requested item at the same office address.   

3. To enjoy the free office collection, and exchange for a same price item, customers should additionally state this request at the note section of the return/exchange request submission.   

4. For orders outside Hong Kong where shipping, taxes and duties have been charged, such expenses are not refundable.   

For all questions about delivery, return and exchange, contact us at kateli@refinedfashion.com