We are sorry if you have to file a Return request. In order to help you to get your return/refund smoothly, please read below policies carefully in advance.
We only accept return for obvious quality problems, excluding size and color problems, and wrong shipping time due to your fault.
1. Please kindly note that your order number is required for each return. Our After-Sales Service department will not process your return without the order number.
2. Request for return must be filed within 24 hours based on the original delivery date of your package. Any quality issues should be proved with photograph documents and problem description. For customer service contact, you will be directed to here for further assistance.
3. Return must be completed, unused and with original tags and packaging.
4. Tailor made items, Clearance products are not returnable
5. Once we approve your Return request, please tag/print/write your order number, name and address inside your shipping package.
6. We suggest you sending back the package to us as soon as possible. Also, the returned package should be postmarked within 3 business days and at the same time offer us relevant courier & tracking information for us to track your returned package.
7. After receiving the returned package, our After-Sales Service department will process the Return as well as inspect the returned items.
8. mascotsmall.com reserves the rights to deny credit if items returned in unacceptable condition.
9. Customers will be responsible for all return shipping costs. Returns marked COD for insufficient postage will be refused.
For special attention: Please send returns by postal service rather than couriers like DHL, UPS which may cost much more.
- Please contact our customer service within 24 hours after you receive your items to get a permission code if you want to exchange.
- Goods need to be shipped back to the designated returning address by the customer after getting the permission code; we will check the defects and revise for you. The cost of re-ship to your address will also be charged.
- Please use Post Office to ship back items to us, if use TNT or DHL or UPS, China customs will ask for taxes, and sorry we do not take any responsibility for taxes.
1) Items returned for size exchange must be in mint, unused condition. We reserves the right to reject return or exchange requests if the returned items are in unacceptable condition.
2) Customers are required to bear return shipping fees in cases of size exchange. We will not be responsible if return shipments are lost during return transit.
The following items are non-refundable:
. Returns received after 30 days of the delivery date
. Returns received in damaged or worn condition
. Final Sale items
. Intimates (including the following: bras, leggings, tights, socks and accessories)
. Free gifts
We have rights to refuse any disputes, refund and exchange problems if you send us complaints emails, problem emails or dispute emails out of one week. That is to say, all requests must reach us within 24 hours after we receive your order with a proof, and all problems must be solved within one week.
- For full refund, your request for cancellation must be received within 24hours after payment by email.
- Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders canceled 24 to 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
- Orders canceled more than 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost.
- Once your order has been shipped, it can no longer be canceled. Orders that have already shipped cannot be canceled and will be treated as returns.
Shipping and Delivery
This page shows you how to choose a shipping method for your order, estimate shipping cost and shipping times, and gives other useful information on mascotsmall.com's shipping process. Please note that as a custom made shop, all the products are handmade after your order (including custome size made and standard size). The total delivery time is separated into two parts: processing time and shipping time.
Select your favorite Shipping Method
After adding the merchandize to shopping cart, You may select a shipping method according to your timing request. mascotsmall.com actually offers 3 main Shipping methodes;
- Expedited Shipping: estimated Shipping Time 2 to 4 working days
This shipping method is the fastest available. Once the merchandize manufacture complete, it will be shipped by UPS, DHL, Fedex etc. While choosing this method, remember to leave your telephone number, which is indispensable for the package delivery. Once the package shipped, you'll be able to track the package location online.
Important: The PO BOX is undeliverable by this shipping method.
- Standard Shipping option: estimated Shipping Time 5 to 7 working days
Standard shipping takes a bit longer than expedited shipping but costs less. It also offers package online tracking informations. Your telephone number is indispensable for choosing this option.
- Air mail: International Economic Shipping option: estimated Shipping Time 12 to 15 working days.
Air mail is an International Economic Shipping, whichi is prefered by customers who do not have an urgent timing require to receive the merchandize. It costs much lower and offered online tracking information only for USA. Please take this into consideration when choosing this option.
Important: The above delivery estimates do not include order processing time. In case of need of change to a faster delivery option, please contact our Customer Service, who will note your require and provide necessary instructions to pay for the price difference.