At ECHO SAGE LIMITED, we want you to be fully satisfied with your purchase of women’s dresses and shawls. If an item doesn’t meet your expectations, we offer a straightforward returns and exchanges process, designed to be fair and efficient for our global customers. Please read the following guidelines carefully before initiating a request.
1. Eligibility for Returns & Exchanges
To qualify for a return or exchange, items must meet these criteria:
- Timeframe: Requests must be submitted within 14 calendar days of delivery (confirmed via your order’s tracking information). Late requests may be denied at our discretion.
- Item Condition: Products must be unused, unwashed, and undamaged, with all original tags, packaging, and accessories (e.g., belts, buttons for dresses, dust bags for shawls) intact. We cannot accept items with signs of wear (e.g., makeup stains, fabric snags) or altered details (e.g., hemmed dresses).
2. How to Initiate a Return or Exchange
Follow these steps to start your request:
- Contact Customer Service: Email our team at [email protected] with your order number, the name of the item(s) you wish to return/exchange, and a brief reason for the request. For exchanges, include your preferred replacement size/color (if available).
- Receive Authorization: We will review your request within 2 business days. If approved, you’ll get a Return Merchandise Authorization (RMA) number and detailed shipping instructions (including our Hong Kong return warehouse address).
- Ship the Item: Package the item securely (preferably in its original packaging) and clearly mark the RMA number on the outer box. You are responsible for return shipping costs—we recommend using a trackable courier (e.g., SF Express, DHL) to avoid lost packages. Note: We are not liable for items damaged or lost during return transit.
3. Refund & Exchange Processing
- Inspection: Once we receive your returned item(s) at our Hong Kong warehouse, we will inspect them to confirm they meet eligibility criteria (typically within 3–5 business days of receipt).
- Exchanges: If approved, we will ship your replacement item within 1–2 business days of inspection. You will receive a shipping confirmation email with a tracking number. No additional shipping fees will be charged for exchanges.
- Refunds: If approved, we will process your refund to your original payment method within 3–5 business days of inspection. Refund timelines depend on your payment provider: credit card refunds may take 5–10 business days to appear on your statement, while PayPal refunds are usually credited within 24–48 hours. Note: Original shipping fees are non-refundable, unless the return is due to our error (e.g., wrong item shipped, defective product).
4. Special Cases
- Defective or Wrong Items: If you receive a defective item (e.g., torn fabric, broken zipper) or the wrong item (different from your order), please contact us within 3 days of delivery with photos of the item and packaging. We will cover all return shipping costs and send a replacement or issue a full refund (including original shipping fees) at your choice.
- Undelivered or Lost Packages: If your order is marked as delivered but not received, or is lost in transit, please contact us within 5 days of the estimated delivery date. We will work with the courier to investigate and resolve the issue (e.g., reship the item or issue a refund) within 7 business days.
For further questions about our returns policy, please reach out to our customer service team at [email protected]—we’re available 9 AM–6 PM (Hong Kong Time) to assist you.