At Good Omens Limited, we take pride in offering beautifully crafted dresses that celebrate elegance and individuality. However, we understand that sometimes a product may not meet your expectations. To ensure your complete satisfaction, we have established a transparent and customer-friendly return policy.
1. Return Eligibility
We accept returns within 7 days of the delivery date. To be eligible for a return, the dress must be unused, unworn, unwashed, and in its original condition with all tags attached. The original packaging and any accompanying accessories must also be included. Proof of purchase, such as your order number, is required for all returns.
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Dresses marked as “Final Sale” during purchase.
- Intimate apparel, such as lingerie or bodysuits, if the original protective seal is broken.
3. Return Process
To initiate a return, please follow these steps:
- Contact our customer service team at [email protected] or call 852 59260603 to request a Return Authorization (RA) number.
- Fill out the return form included in your original order package.
- Securely pack the dress in its original packaging, ensuring all tags and accessories are included.
- Clearly write the RA number on the outside of the package.
- Ship the package to our designated return address.
4. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- Receiving an incorrect dress.
- Discovering a defect or damage upon arrival.
- An error on our part in processing your order.
In such cases, we will provide a prepaid shipping label or reimburse reasonable return shipping costs.
5. Refund Processing Time
Once we receive your returned dress, it will undergo a quality inspection within 3–5 business days. If the return is approved, your refund will be processed within 10 business days. You will receive email notifications at each stage of the process.
6. Refund Methods
Refunds are issued to the original payment method used for the purchase:
- Credit/debit card refunds: 5–10 business days for processing.
- PayPal refunds: 3–5 business days for processing.
- Bank transfer refunds: 7–14 business days for processing.
Alternatively, you may opt for store credit, which includes a 15% bonus on the returned amount.
7. Exchange Policy
We offer exchanges for:
- Size exchanges, subject to availability.
- Color exchanges, subject to availability.
- Defective or damaged dress replacements.
To request an exchange, please contact our customer service team before shipping your return.
8. Damaged or Defective Items
If your dress arrives damaged or defective, please:
- Notify us within 48 hours of delivery.
- Provide clear photos or videos showcasing the issue.
- We will arrange free return shipping and offer a replacement or full refund, based on your preference.
9. Quality Inspection
All returned dresses undergo a thorough quality check. If an item does not meet our return eligibility criteria, it will be shipped back to you at your expense, and no refund will be issued.
10. International Returns
For international returns, please:
- Include all necessary customs documentation.
- Mark the package as “Returned Goods” to avoid additional duties or taxes.
- Use a trackable shipping method, as we are not responsible for return packages lost in transit.
11. Sale Items
Sale items can only be returned for store credit, unless they are defective or damaged. The store credit will be equivalent to the purchase price paid.
12. Contact Information
For any questions or assistance regarding returns, please contact us:
- Email: [email protected]
- Phone: 852 59260603
- Address: UNIT 89, 3/F, YAU LEE CENTRE,HOI YUEN ROAD NO.45, KWUN TONG,KL,HONG KONG
- Business Hours: Monday to Friday, 9:00 AM to 6:00 PM HKT
We strive to respond to all inquiries within 24 business hours.
At Good Omens Limited, we are committed to ensuring your shopping experience is as exceptional as our dresses. Thank you for trusting us to bring style and grace to your wardrobe!