To initiate a return/exchange, please email us at [email protected]

Order Cancellation:

If your order has not yet shipped, you may contact us ([email protected]) to request a cancellation and refund. We will process your request within 24 hours.

Acceptable Return Conditions:

1. Please ensure the product and packaging are intact, with no visible signs of use, and do not affect resale. Otherwise, we may refuse the refund.
2. Please contact us within 30 days of receiving your order to request after-sales service. Our after-sales protection period is within 30 calendar days of receiving the goods. 

Return Process:

1. Do not return the product directly to the shipping address! All return and refund requests must first be submitted to us. You can find all our contact information on the "Contact Us" page.
2. We will send you a return link. Please return the product to the warehouse address specified in the return link. The warehouse location may vary based on your location. You will be responsible for the shipping costs.
3. Once the return package is sent, it typically takes 7-30 days to reach our warehouse, depending on the distance between the warehouse and your location.

Return Shipping Fees:

• If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
• If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Refunds:

After we receive your return package and confirm that the product meets the return requirements, we will process your refund immediately. Usually, you will receive the refund within 3-7 days. 

* Please allow an extra 3-5 days to process the returned items due to high processing volume in the warehouse.

1. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
2. If you paid by PayPal, Klarna or other online payment providers, refunds will be sent to the PayPal, Klarna or the online payment method you chose within 5 business days of receipt of the returned item or cancellation request. Please contact the online payment providers with questions about when the refund will be posted to your account.

Except for the important interpretation, we will make a Refund, Resend, or Accept the Return for any of the following cases:

1. Orders Delayed.

Orders are lack tracking information, in transit, pending, and expired after 60 days from the date that the order departed from our warehouse. The following countries and shipping methods may be different:

• For orders shipped to the USA, it is 38 days from the date that the order departed from our warehouse.
• For Brazil, it is 110 days from the date that the order departed from our warehouse due to the strict customs clearance in Brazil.
• For some special shipping methods, we cannot deal with your after-sales issues. (See the following important interpretation)

Notes:

Sometimes, the order arrives at the nearest post office to you and makes it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for you to contact the local post office or go to the post office for delivery.

2. Order not received.

We will not deal with the refund or resend if the tracking information shows the order has been delivered.

• If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
• Tracking Information Alert. The tracking information shows Alert, the reasons listed below:
  • Incorrect/insufficient Address.
  • No Such Number.
  • Recipient unknown.
  • Refused.
  • Do not pick up in time.
  • No safe delivery location.
  • Uncleared customs.
  • Others.

Notes:

• The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company.
• We cannot offer a refund or resend if you don’t process the undelivered order or the package is destroyed by the logistics company.
• If orders that have not been signed for are not handled in time or have been destroyed by the shipping company, SCACTO can not refund or resend the item.

3. Products Damaged.

We provide full refund or replacement if packages arrived are badly damaged.

We provide partial refund/replacement if packages arrive are partially damaged (except thread, slightly wrinkled, small scratches, etc.).

Notes:

• For fragile products, a refund is highly recommended.
• For damaged packing boxes, We cannot offer any refunds or other after-sale services due to the long-distance international delivery.
• For ordinary products, you shall apply for after-sales service within 30 days after the package is delivered.
• For electronic products, you shall apply for after-sales service within 30 days after the package is delivered.

4. Incorrect or Missing Products.

We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:

• For incorrect products, we offer a full refund or replacement.
• For products with the wrong color, size which doesn’t affect product function, etc., we offer a partial refund.
• For parts missing which doesn’t affect product function, we may refund partial or resend the missing part; for parts missing which affect product function, we resend the product only.
• For accessories, we will resend the accessories.

Notes:

1. Missing Parts:

   • If parts are missing but do not affect the product’s functionality, we may offer a partial refund or resend the missing part.
   • If parts are missing and affect the product’s functionality, we will only resend the complete product.

2. Shipping and Refunds:
   For items that have already been shipped, customers must receive the package before initiating any refund request.

3. Incorrect Address Information:
   If the customer provides incorrect address details, such as an unreachable phone number, missing house number, incomplete address, or any other address errors, we do not accept unconditional refunds. Each case will be evaluated individually.

4. Intimate Items:
   Intimate products such as lingerie, swimwear, and undergarments are non-returnable due to hygiene reasons. If there are size or quality issues, we offer exchanges or partial refunds, but we do not accept returns for refunds.

5. Orders Over $300:
   For orders exceeding $300, a 20% processing fee will be charged for any return or refund request to cover the administrative costs associated with the refund process.

We always try to offer the best service. If you have any other questions, please feel free to contact us.