CANCELLATIONS BEFORE DISPATCH
Except for pre-order and personalized products, Edmund Ooi grants its customers the opportunity to cancel their order before shipping. Conversely, once validated, an order can no longer be modified. The customer has to notify as quickly as possible after validation of the order. If the order has not yet been dispatched Edmund Ooi will register the cancellation of the order. The customer will then be refunded either by crediting the customer’s credit card or the customer’s account. If, upon notification by the customer, the goods already have been dispatched, our returns policy applies.
RETURNS AND EXCHANGES
We hope you will be satisfied with the goods purchased on our website. However, our customers are entitled, except for pre-order and personalized products, to cancel their order and return the products after giving a formal written notice of return within 14 days following the delivery date of the goods. When no notice is received, Edmund Ooi will consider your acceptance of goods as final. In all cases, exchanges, returns or refunds must be requested from and granted by the Edmund Ooi customer service before sending us back any goods. All return shipping costs inherent on returning the products are to be paid by the customer. Please do not forget to inform the transportation carrier that the goods you are sending back is a return. We accept returns of our products only if the item is still in its original condition and from the original delivery address. This means it is unworn, unwashed and has all the different tags attached. It should also be returned in its original packaging. There is no charge to exchange an item for a different size. All size exchanges depend on stock availability. Transportation needs to be arranged by the customer and shipping costs are to be paid by the customer as well. Please be sure to note clearly on the transportation form that the item is being sent back as an exchange, otherwise additional costs at the customs might incur. Edmund Ooi has no control on import taxes and duties. Please also note clearly the country in which you are based, as we charge to re-deliver an item that has been incorrectly addressed. Edmund Ooi reserves the right to claim a compensation for possible damage occurring to returned products.
TRANSPORTATION CARRIER FOR RETURNING OR EXCHANGING ITEMS
Even though all costs inherent on returning or exchanging the products are to be paid by the customer, we prefer that items are returned to us via UPS service to ensure that they are protected during transit. We highly recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our office address. However, you may return the goods by any secure means. Please note that we may not accept liability for goods that are not returned via UPS service. Please make sure you obtain a receipt for the parcel as proof of return and inform Edmund Ooi when the goods have been dispatched.
RECEIVING YOUR REFUND
Upon acceptance of the merchandise for return, Edmund Ooi will send an email notification to the customer and the refund (the value of the returned goods at the time of purchase and the original shipping cost) will be processed within 30 business days.
Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this. In case the returned item is not in the original condition or cannot be resold Edmund Ooi reserves the right to refuse the refund or to claim partial repayment of the price of the product. Outside the European Union, customs duties, sales taxes and exchange rates are non-refundable through Edmund Ooi. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
We reserve the right to reject returns or exchanges that do not comply with the conditions and required procedures stated above. If your request for a return or exchange is not accepted, the merchandise will be shipped back to you at your expense and a refund will not be granted. For any questions, concerns or inquiries, please contact us through Edmund Ooi website.