General Policy
If you discover any problem with the item(s) you just received, please email us your order number, item name and a clear photo of the problem area within 24 hours. We will try our best to resolve the issue for you as soon as possible.
Note：All discounted items and sealed items are non-refundable.
However, if you are unsatisfied with the style, color, size, fabric quality, etc., we apologize that exchange might not be accepted.
Exchangeable Conditions:
- Defected goods with holes or torn fabric
- Wrong size from your order
- Wrong item from the original image
- A discrepancy of+/-4 cm from the particular size chart
- Completely wrong order delivered
We will advise once the supplier confirms their assessment. If an exchange is approved, you will need to return the unused goods with original packing to us within 3 business days and inform us the tracking number by email. Late shipment may result in rejection of exchange. We will be responsible for the return postage to a maximum amount of HK$50 if the goods have above specific problems.
Important note: The goods are your responsibility until we receive it. We are not responsible for any item(s) that are lost or damage in transit. Once we have received the item in good condition, we will proceed with the exchange as agreed.
Could we return / exchange different color or size of product?
In case of customer's change of mind in styles or colors, we accept exchange of products with same or higher value (customer is responsible for the price difference and shipping fee incurred) within 7 days after purchase if there is stock available. Nevertheless, the exchange service needs to be fulfil the following criteria:
- The product should be unwashed / unused.
- The product tag and package is not damaged or removed.
- The product is not a non-refundable item (e.g. not discounted items / not tailor-made products)
- The product is not a pre-order item.
- Customer is responsible for the shipment fee.
Please note that refund or cancellation is not accepted for the above cases.
Non Exchangeable/Refundable Conditions:
- Delivery time is too long.
- Request for full refund when partial item(s) in the order is out of stock.
- Delivery delayed due to the courier’s issue.
- Request for refund when the style, color, size, fabric quality, etc. do not meet your expectations.
- Due to the intimate nature and hygienic reasons, lingeries are not returnable.
- Goods show signs of being washed / used.
- Subjective reasons such as small stains, loose thread, mild scratch on leather goods, slight defects on ceramic goods, color discrepancy.(color varied with different monitor display), material not as expected or size not fitting nicely.
- Report a problem after receiving the goods over 24 hours.
- Failure to return the goods within 3 business days after confirmation of exchange.
- Color fading in denims.
- Tailor-made products and discounted items.
Please note that all confirmed online orders cannot be cancelled or refunded.
MRS. BLUE reserves the rights of final decision in case of any disputes and to change the terms from time to time without prior notice.
