CANCELLATIONS, RETURNS, EXCHANGES AND MISSING ITEMS
CANCEL AN ORDER
You may still cancel your order under the following circumstances:
- If it is still on a ‘Pending’ status.
- if your order is on a ‘Queued for Shipment’ status, you will need to contact our Customer Service to process your cancellation request.
- If the item you ordered is out of stock.
- If the order has been stuck for more than 10 days after successfully paying the item and no notification was sent explaining the delay.
RETURN AN ITEM
We accept returns if:
- You received an item different from your order.
- You received a defective or damaged item.
Please take note that these items are NOT considered as defective:
- Items that are originally manufactured without tags or labels.
- Items with creases that may be caused from shipping.
- Items with unsatisfactory/incomplete finish due to mass production.
We do NOT accept returns if:
- You are returning shoes, bags, or accessories.
- The item(s) got damaged due to your own mishandling.
- Your return request was disapproved by our staff after further investigation.
How to return an item:
1. All items must be returned in their original condition, including any tags or packaging, even if the item is defective.
2. Your return or exchange request must be made within 7 days of receiving your order.
3. Your return or exchange request SHOULD contain ALL of the following information:
- photo of the received item
- product code
- order number
- your full name
- your SSUMJ user ID
- reason for the return
4. SSUMJ should receive your returned items within 10 working days and a customer service representative should get in touch with you shortly via phone or email.
Reminders:
- Return requests that are shipped to us without prior notice will not be accepted.
- Shipping fees will be paid by the company if the return request is caused by our fault. If EMS Cash on Delivery is not possible, you can scan the return receipt and either mail the item to us or post a photo on the website forum. Shipping fees will be refunded once the returned item has arrived.
MISSING ITEMS
- If there is a missing item from your order, please contact our Customer Service by phone or through
inquiry on the same day that you received your order.
- Please keep all the contents of the package including boxes and/or plastic bags until you are instructed otherwise.
