ONE LILACFISH
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7-day Return
We offer free exchanges and refunds if there are any defects or quality issues that have taken place in the outcome of our fault. For non-defect-related returns, please refer to our policy below.
If a problem does occur or you want to process a return, please contact us within 7 days of the item(s) delivery.
Please note that return shipping costs are the responsibility of the customer. For more information, check our policy below.
Return Policy
If the item(s) we receive do not meet the requirements outlined below, it will be returned to you at your expense. Please note that we retain the sole discretion to determine the saleability of returned merchandise.
To be eligible for a return, your item must meet the following criteria:
- Item Condition: The item must be returned in the same pristine condition in which you received it. This means it should be unworn, unused, and unaltered.
- Tags and Fragrance: Ensure that all original tags are intact, and the item is free from any odors or fragrances.
Instructions:
- Initiate the exchange/return request:
- Fill in our Return Request Form here.
- Wait for return request approval:
- If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- Please note that return shipping costs are the responsibility of the customer.
- Packaging:
- Return the item in its original packaging.
- Photographic Proof:
- Before sending your return, capture a photo of the package, including the shipping label.
- Also, provide us via email with the tracking number and relevant information to expedite the process.
Refunds
- We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
- We offer free exchanges and refunds if there are any defects or quality issues that have taken place in the outcome of our fault.
- If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
- If more than 15 business days have passed since we’ve approved your return and you have not received your refund, please contact us at info@gentlemanseoul.com.au.
Damages and issues
In order to confirm any discrepancies or errors originating from our end and to prevent potential fraud or refund scams, we kindly ask our customers to provide video evidence of package unboxing. This aids us in accurately assessing the situation and maintaining the quality of our service. Please contact us immediately if the item is defective, damaged, or missing or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You can always contact us for any return questions at info@gentlemanseoul.com.au.
Free Shipping Over $150 USD
At Gentleman's Seoul, we strive to deliver your purchases in a timely and efficient manner. We understand the excitement that comes with ordering a new item, and we're dedicated to getting your products to you as soon as possible.
Shipping Rates
We offer free shipping worldwide on orders over $150 USD.
Our standard shipping rate is $15 USD.
Processing Time
Please allow 2-4 business days for order processing (business days exclude weekends and public holidays). This allows us to ensure that the items you've ordered meet our high standards for quality and packaging.
Shipping Time
Our standard shipping time is approximately 6-12 days after processing time (business days exclude weekends and public holidays). We appreciate your patience during this period. We assure you that our team is working diligently to get your order to you as quickly as possible while ensuring its safe delivery.
Shipping Confirmation and Tracking
Once your order has been shipped, we will send you a shipping confirmation email with a tracking number. You can use this number to check the status of your delivery.
To track your order, visit our Order Tracking page.
Enter either your tracking number or your order number and email address to get real-time updates on your shipment.
Address Accuracy
Please ensure that your shipping address is correct as we cannot redirect orders once they are on their way to you. Orders that are returned to us due to an incomplete or incorrect address will be charged a return-to-sender fee.
When a package has attempted delivery, and the address is incorrect at the result of the customer, there will be a 25% inventory fee deducted from the return, as we cannot attempt reshipment of the order or process a return in the goods/shipping costs.
Failed Delivery/Returned to Sender/Abandoned Packages
If your package cannot be delivered to the given shipping address due to incorrect shipping address, and/or phone number, the package will be returned to the sender (Gentleman's Seoul) at the customer's expense of 25% fee mentioned above.
If the receiver (the customer) is absent upon all delivery attempts, your package will be held at a local shipping courier centre for pick (as shown in the tracking history, based on the destination country). If the customer fails to pick-up the package for any reason, the package will be returned to the sender (Gentleman's Seoul) at the customer's expense of 25% fee mentioned above.
For International customers, if you refuse receipt of your package, the package will be returned to Gentleman's Seoul at your expense. The expense includes shipping costs and any duty and tax the tax package may have been incurred. This amount will be deducted from the total amount of amount to be refunded.
Packages will be held at customs for 30 days, after which it will be deemed abandoned. Customers who have abandoned a package will forfeit the right to an exchange or refund for their order.
Customs and Duties
The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them.
In the case that the recipient refuses to receive the parcel, the order will be returned to the origin warehouse and will not be reshipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund.
Delays
Sometimes there may be delays due to customs clearing, international holidays, or other unforeseen circumstances. While these situations are beyond our control, we'll always do our best to ensure a smooth delivery.
Editing or Cancelling Orders
If you need to change the shipping address of your order, please contact our customer service team as soon as possible. We can change the address as long as the order has not yet been shipped.
Once an order has been shipped, we unfortunately cannot alter the shipping address.
Questions?
If you have any questions about your order or our shipping policy, please don't hesitate to contact our customer service team. We're here to help.
Thank you for choosing Gentleman's Seoul. We appreciate your support!
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