Return Guidelines
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. Please kindly understand that we ONLY accept returns for FAULTY or DAMAGED reasons.
All returned products must be in the same condition you received it, unworn or unused, with tags, and have their original packaging intact. Please return your order back to us in the original packaging as well as the same shipping box (or smaller), no oversized or large boxes. Items purchased as a set must be returned as a complete set; individual items of a set are not eligible for return. We may deny a return, in our sole discretion, should returned products not meet the return guidelines.
Return Fee: We cover return or exchange costs only for incorrectly sent items.
How to Return
To start a return, you can contact us at [email protected]. Items sent back to us without first requesting a return will not be accepted.
You need to provide:
- unboxing packaging video for your order
- order record/order number
- picture of damaged package or products
- screenshot for the order during live streaming (if any)
- what you are missing from the mentioned order package
We will respond quickly (please allow 1 to 3 business days for processing) with instructions on how to return items from your order, and the returns address will be provided by mail after the application is submitted.
Unauthorized Returns
FacetVale reserves the right to refuse any unauthorized returns. FacetVale is not responsible for return shipments that are rejected, re-directed or abandoned and will not issue a refund for the underlying item(s).
In the event that FacetVale identifies an atypical pattern or practice of excessive returns or abuse of its return policy, we reserve the right to suspend or terminate your account and refuse any and all current or future returns or use of our Sites (or any portion thereof).
Package Not Received
Once the package is delivered to the provided address, our delivery responsibility is complete. We cannot refund packages marked as delivered but claimed as not received. Please contact the local logistics delivery point or our customer service for assistance. Please note that if you claim that you have not received your package, you must provide proof of non-delivery issued by your local shipping provider.
Wrong Address. Please note that FacetVale is not responsible for packages that are undeliverable or returned to the third-party logistics warehouse due to an incorrect address provided by the customer. In such cases, we regret that we will be unable to offer a refund or resend the order.
Additionally, if a package is delivered to an incorrect address provided by the customer, we are unable to redeliver it due to the nature and conditions of international shipping.
The package was delivered but not received. In case the package shows as ‘delivered’ but you did not receive it, we recommend that you check several places, including your front door, back door, garage or porch, inside your mailbox, at your apartment package storage location, and at your neighbor’s house.
If you are unable to locate your package and it has been more than 24 hours since it was marked as ‘delivered’, you can contact your local shipping provider and provide them with the tracking number of the package. You can then submit a Missing Mail Search Request. Another way to locate your package is to visit the post office and ask them to retrieve the GPS coordinates for where the package was scanned as delivered.
Refund or re-delivery for unreceived packages. If you have not received your package but the tracking information shows it was delivered, please contact FacetVale’s after-sales email first. We will do our best to provide any useful information to help resolve the issue. Additionally, we kindly ask the recipient to contact the local delivery company and request a certificate confirming that the package was not received, or an email from the delivery service stating the package was undelivered. This certificate will serve as the necessary proof for processing a refund or re-delivery of the order.
Once the package has been delivered to the address linked to the order, we cannot provide after-sales service for any packages that are stolen or damaged thereafter.
Process Time Of Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.
But it will take another processing time for your payment bank to deal with the refund. If you have any questions about when you will receive the refund, please contact your bank for further details.
Change or Cancel Order
If you want to modify your order or cancel it, please contact us within 24 hours of placing the order. We will deal with it once we receive your message. Please contact us at [email protected].
Reminder:
We process orders quickly — usually within 24 hours. Once your order has been shipped and tracking is generated, we are unable to make changes, cancellations, or process returns. We appreciate your understanding!
Please note that once an order has been shipped, it cannot be modified or have its shipping address changed.