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Returns & Exchanges

What is our return policy?

Return Procedure

STEP 1:

Please make sure that the exchange item is not “Sold Out”. Otherwise we cannot issue an exchange it for you.  

  • US orders: Please send a return request to our customer service via ourhour24h@gmail.com. Then we will send you a return label or U.S return address with specific return instructions. 
  • Canada , United Kingdom and other countries orderes: Please return to below address.

Hangzhou Yifeng E-Commerce Co., Ltd.

3385 Rd Xitang St, Xiaoshan zone, Hangzhou,

Zhejiang, 311201

China

Tel: +0086-13967178553

STEP 2:

Don’t forget to send us return tracking number so that we can follow up on the progress of the return.

STEP 3:

Once your return package is received, we will issue refund to you.

 

Return Time Limit

Items purchased on OURHOUR can be returned within 15 days from the date receiving your order. Please noted that 15 days just means that you need to send it back within this period. It does not mean that this item has to be back with us within 15 days.

 

Item Condition

Items you want to return should be unworn, unwashed, and unaltered. All items must be sent back in original packaging with tags attached. Additionally, OURHOUR packaging cannot be damaged or used as a mailing box. Please ship it within separate mailing bag or mailing box.

If these conditions are not fulfilled we hold the right to reject the return and send it back to you.

 

Postage Costs

Orders are not eligible for free returns. It  means that you need to cover the return shipping fee yourself.

Notably, If the reason for your return is that you've received an inferior or wrong item, please contact our customer service via first. Also, please attach a picture of the issue, so that we can handle your problem more efficiently.

 

Refunds

Once your return package is received, it is processed and inspected before we proceed in issuing a refund for the respective item(s). All refunds are issued back to the original payment method.

Upon processing your return, you will receive an email confirming we have issued your refund. It can take an additional 10 days for your refund to post depending on your financial institution. 

If it has been longer than 10 business days and you still do not see the credit reflected in your account, Please follow the steps below.

First, Please make sure that this bank card is the one you used to pay for your purchases.

Second, Please contact your bank, depending on the payment method you choose.

If completing all these steps did not allow you to receive a refund, please contact our Customer Service via ourhour24h@gmail.com 


What is our exchange policy?

Exchange Procedure

STEP 1:

Please make sure that the exchange item is not “Sold Out”. Otherwise we cannot issue an exchange it for you.  

US orders: Please send a exchange request to our customer service via ourhou24h@gmail.com. Then we will send you a return label or U.S return address with specific return instructions. 

Canada , United Kingdom and other countries orderes: Please return to below address.

Hangzhou Yifeng E-Commerce Co., Ltd.

3385 Rd Xitang St, Xiaoshan zone, Hangzhou,

Zhejiang, 311201

China

Tel: +0086-13967178553

STEP 2:

Don’t forget to send us return tracking number so that we can follow up on the progress of the exchange.

STEP 3:

Once your return package is received, we will ship the replacement to you.

 

Exchange Time Limit

Items purchased on OURHOUR can be exchanged within 15 days from the date receiving your order. Please noted that 15 days just means that you need to send it back within this period. It does not mean that this item has to be back with us within15 days.

 

Item Condition

Items you want to exchange should be unworn, unwashed, and unaltered. All items must be sent back in original packaging with tags attached. Additionally, original packaging cannot be damaged or used as a mailing box. Please ship it within separate mailing bag or mailing box.

If these conditions are not fulfilled we hold the right to reject the return and send it back to you.

 

Postage Costs

Orders are not eligible for free exchanges. It means that you need to cover the return shipping fee yourself. And we will bear the cost of re-sending. 

Notably, If the reason for your return is that you've received an inferior or wrong item, please contact our customer service via ourhour24h@gmail.com first. Also, please attach a picture of the issue, so that we can handle your problem more efficiently.