Returns & Exchanges

Returns & Exchanges

In order to provide the best online shopping experience, we provide an exchange service. Please email us within 30 days from the day you receive the goods for your return or exchange request.

Eligibility

  • Discounted items, panties, masks, free gifts and Sugarmat product are final sale and are not eligible for returns or exchanges.
  • We reserve the right not to accept any return if the product appears to have been used, worn, washed, modified or damaged.
  • Product must be returned in its original packaging including intact tags.
  • We reserve the right to charge the retail value of any gifts with purchase when returned products are affiliated with the terms of the gifting and the gift is not returned in its original condition.
  • Customers will assume the responsibility of the cost of returning the product to us, including: shipping fee, customs and taxes.
  • The first exchange shipped will be complimentary, subsequent exchanges will be charged per exchange.

Hong Kong and Macau returns

  • Please enter your email address, order number, replacement style number and size on the return page. We will review your request and contact you as soon as possible.
  • Upon receipt of our confirmation email, please send the product back in its original packaging along with the original tags and sales memo.
  • Returns should be sent to our Hong Kong warehouse for processing, we recommend that returns are to us via carriers with a tracking number for tracking purposes.
  • If we fail to receive the return within 14 days of the return approval, the return/exchange will be automatically cancelled and not be processed.

Singapore and Malaysia returns

  • Please enter your email address, order number, replacement style number and size on the return page. We will review your request and contact you as soon as possible.
  • Upon receipt of our confirmation email, please send the product back in its original packaging along with the original tags and sales memo.
  • Returns should be sent to our Singapore warehouse for processing, we recommend that returns are to us via carriers with a tracking number for tracking purposes.
  • If we fail to receive the return within 14 days of the return approval, the return/exchange will be automatically cancelled and will not be processed

Overseas returns

  • Please enter your email address, order number, replacement style number and size on the return page. We will review your request and contact you as soon as possible.
  • Upon receipt of our confirmation email, please send the product back in its original packaging along with the original tags and sales memo within 14 days of receiving the confirmation email.
  • Returns should be sent to our Hong Kong warehouse for processing, we recommend that returns are to us via carriers with a tracking number for tracking purposes.
  • If we fail to receive the return within 21 days of the return approval, the return/exchange will be automatically cancelled and will not be processed

Defective returns

  • After receiving the returned goods, we will inspect them and notify you of the replacement arrangement by email.

If you have any questions about return or exchange, please contact us at any time by cs@howherownwords.com.

The above terms are only suitable for shopping in the Her Own Words online store.

When a customer submits an order, it means that we accept all the terms and conditions of our company, and we have the right to make the final judgment and modify these terms without prior notice.