Yes, providing a video showing the product’s condition and the issue is mandatory for all return requests. This helps verify the claim and speeds up the approval process.

Contact our customer support team with your order details and reason for the return. Attach a clear and unedited video demonstrating the issue and showing the package and product.

A video is required to prevent return abuse, help us quickly validate defect or damage claims, and ensure a fair process for both customers and the store.

Unfortunately, returns cannot be processed without a video as proof. This is essential for us to communicate effectively with our suppliers and process your claim.

Certain items are non-returnable, including:

• Customized or personalized items
• Hygiene or intimate products
• Items marked as “Final Sale”

Return shipping costs are usually the customer’s responsibility, unless the product arrived damaged, defective, or the wrong item was shipped.

Refunds are issued once the returned product is inspected and approved by our team and/or supplier, usually within 5–10 business days after the return is received.

Returns may be denied if the video proof does not clearly show the product issue, if the item is not in returnable condition, or if the return request is made after the allowed time period.