Returns & Exchanges

Our Commitment

We want you to love your Joulax piece. If for any reason you are not completely satisfied, we are here to help.

Ready-to-Ship Items

We accept exchange or refund on ready-to-ship items within 14 days of delivery. Items must be unworn, in original sellable condition, and returned in original packaging with order details. All return shipping costs are borne by the customer. If an item shows signs of wear or damage, a 20% restocking fee may apply as determined by us.

Made-to-Order Items

We do not accept exchange or refund on made-to-order items, as each piece is crafted especially for you.

Exchange Shipping

For exchanges, we provide a prepaid return label at no cost. Return shipping is on us. Please note that this applies to exchanges only — refunds are subject to return shipping fees.

Refunds

Refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider. Shipping costs are non-refundable once the product has been shipped.

Return Shipping Costs

For returns refunded to your original payment method, a HK$10 fee is deducted for the return label. If you choose store credit, we will cover the cost of the return label. Shipping costs are non-refundable once the product has been shipped.

How to Initiate a Return or Exchange

To initiate a return or exchange, contact us via our website or visit us in-store in Hong Kong. Please have your order number ready. Our team will guide you through the process and provide any necessary return instructions.

Contact Us

For returns, exchanges, or any questions, visit us at 335/3F, Hopewell Mall, 183 Queens Road East, Wanchai, or reach out via WhatsApp at +852 6321 5198 or email at [your email address].