Returns & Exchanges
Making a return is very simple. If you are not 100% satisfied with your purchase, you can request a replacement or refund within 30 days from the date of delivery of your order, as long as the item is in acceptable condition for resale.
Returns are accepted online only for items purchased directly on cupidsock.com. In the event that the item was purchased from one of our partner retailers, please contact the retailer directly to make arrangements for any replacement or refund.
If upon delivery of the product you are unsure of your purchase please keep the product in the original packaging until you decide whether or not you wish to keep it. All returns must be in ‘as new’ condition, unwashed and unworn.
In the event of a return, please ensure that the product is well packaged and protected from damage in transit.
Refunds for products purchased as gifts can only be requested by the original purchaser; alternatively we can offer the gift recipient a credit for the purchase of a new product. The change of goods will be displayed in the order history of the original purchaser.
Gift vouchers are non-refundable.
1. Our responsibilities
Faulty items damaged/broken, or soiled upon arrival.
Items received in the incorrect size/color.
Please send us a clear picture or video of the issue. Please keep the picture below 10MB.
If our company is responsible for the issue, we will allow a return to our warehouse for a refund and/or an exchange.
After receiving the goods, we will provide full compensation or resend the replacement product for free, and the cost will be borne by us.
2. Customer Responsibility
If the customer has ordered an incorrect size, product or simply wants to exchange the item, we can also allow a returns & exchanges.
The customer is responsible for the shipping fee for an exchange, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable.
If for any reason you decide you no longer want the item. You can report it to us within 30 days of receiving it for a partial refund of the item cost. The original shipping fee and insurance are non-refundable in the case of returns. If Free shipping orders charge $10 original shipping.
All returned items must be in brand new condition, unused/unworn, unwashed, with all original tags and their original packaging intact to be eligible for compensation.
If you encounter any of the above situations, please contact our customer service team via the Contact Us page as soon as possible.
We will not accept returns in the following conditions:
1.Items outside the 30 days warranty time-frame.
2.Washed, worn, used, or misused items.
3.Clearance items cannot be returned,they are not eligible for refund, exchange, or store credit.
Note: All returns must be authorized by the our customer service team. Returned item without an Return Merchandise Form (RMA) will not be accepted.
If you wish to exchange a purchased item, follow the instructions in the ‘How to make a return’ section. The exchange can only be made with the same product of a different size or color. If you want a different product, please use the same process to return the item for a refund and place a new order.
Cupidsock is committed to producing high quality products, in line with its long tradition of excellence. However, manufacturing defects can sometimes occur. If you think your product has a manufacturing defect, do not hesitate to contact us. Items damaged due to excessive or prolonged use are not to be considered defective. If the defective item has been worn, it must be returned fresh from the laundry. All worn and unwashed clothing items will be returned to the sender.
How to make a return
If you wish to make a return, Please carefully follow our returns process to minimize any delays:
1.Please send email to customer service address: firstname.lastname@example.org, indicate the order number, product name and reason for return, and wait for our confirmation.
2.Our customer service team will respond to your request within 24 hours and provide you with a Return Merchandise Form (RMA) along with our returns address.
3.Please return the item according to our instructions on the RMA form and send us return proof in the form of the tracking number and a valid return receipt.
4.Once we have received the returned item(s), we will email you and arrange an a refund within 30 days.
5. All returns must be shipped via Postal Service, returns shipped via other services will incur brokerage fees and/or duties which will be deducted from the credit/refund you will receive. Returned items must be declared as “Returned Goods” in the customs section of the return label. Furthermore returns that are not properly declared may incur additional fees.
6. Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit we will not be responsible in such cases. Therefore we recommend adding insurance to your returned package to secure its safekeeping.
7. For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability.
After this, please note the refund times below:
For credit card refunds, please allow between 7-14 business days for the transaction to process.
For PayPal refunds, please allow up to 48 hours for the transaction to appear in your account.
For Wallet refunds (store credit), please allow 24 hours for your account to be updated.
For some debit and credit card refunds to original payment account cannot be made. In such cases, we will request customers to provide us with a PayPal account in their name to complete refunds. Thank you for your understanding.
Return Shipping Costs & Address
Please always Contact Us prior to returning the items by submitting a ticket to obtain an R.M.A form (Return Merchandise Authorization) with the related returns address. Please do not make returns directly to the address on the package received.Only send to the address that our customer service provided. If you wish to return the items to the nearest return address, please contact with us and our customer service will reply to you within 24 hours.
No. 28, Tianzhu Road, Area A, Tianzhu Airport Industrial Zone, Shunyi District, Beijing,China(Note: Returns are not accepted at this address, please contact our customer team for assistance with any return issues)
Once the return has been received, Cupidsock will do its best to complete the procedure within 7 working days.
If you have any questions about the return once the package has been sent back, please write to email@example.com.